Lisa Giwoyna

Experience

• 

  Sitel

  Aug 2001 - Jul 2003

  Lead Team Manager

   Responsible for the development, rewards, disciplinary actions, schedule adherence, KPI goals, motivation and cohesiveness of a team made up of 20 individuals, direct communication with Systems and Account Management on various issues effecting the production floor and training new Team Managers  Also responsible for extensive knowledge of CapitalOne Card Services, handling escalated calls, staying up-to-date on fraud policies, dispute regulations, MasterCard and Visa international guidelines, and using fair and consistent decision-making skills pertaining to a prime customer base. Show less

• 

  PayPal

  Jul 2003 - Aug 2022

  Progressively excelled to offer wide range of support across People, Processes, Risk Control, Technology, and Product Management. Led efforts in complaint lifecycle handling and insights intelligence for over 17-million multi-brand globally regulated issues. Carved full-scale strategies and supported product management in solution identification. Built out control environment for automation handling (e.g., AI / ML validation, data flow monitoring, performance optimization, calibrations, stakeholder communication, and reporting). ◈ Saved +$10M in operational costs by modernizing systems for automation. Managed sound strategy development, prioritization, demand navigation, and execution leveraging AI / ML to achieve efficiencies.◈ Reliably met deadlines amid tight timelines. Prioritized effectively and provided pivotal support of Brexit (FCA-regulated), RG 271, and ongoing complaint regulatory coverage.◈ Cultivated and led team of six high performers. Fortified company talent via people-first focus to promote employee development, resulting in rewarding career paths, limiting attrition, and empowering professional advancement.◈ Secured Board approval on ongoing funding for technical roadmap, Crafted sound strategy and developed informative materials, complete with socialization and measured metrics, that contributed to Board member pitch. ◈ Collaboratively defined strategic solutions and competitive advantages while negotiating for competing resources. Cross-functionally partnered with interdisciplinary units, vendors, and technologies to navigate thoughtful execution. Show less ◈ Steered team of partners to sponsor overall process and partner with second line of defense to ensure risk rating, targeted timelines, remediation dates, and annual risk and compliance.◈ Championed build-out of BCPs and Disaster Recovery Plans, quarterbacking high-risk incidents and project management issues throughout lifecycle.◈ Created synergies across technology and departments in risk mitigation strategies and handling. Elevated awareness for senior leadership via reliable data collection detailing full risk landscape. Show less Yielded $20M savings in operational expenses, fraud loss, and cost avoidance via process re-engineering and product innovation. Applied use of waterfall and Agile methodologies.◈ Bolstered organizational change via re-engineering of business systems and tools. Launched vendor tool for in-house re-tooling, reducing overall handle time and impacting fraud loss rate through stronger reviews.◈ Led product manager team to support backlogs, product deployment, post-launch monitoring, and more. Steered execution of end-to-end roadmaps for internal fraud and global traction review in partnership with 14 Scrum teams.◈ Maintained transparency with results-sharing and managing multi-faceted cross-channel communications for new product launches and cross-vertical integrations. Actively participated in sprint / release planning, storytelling, etc.).◈ Automated handling of disputes, implementing proper controls for tracking. Established system hierarchy for fraud disputes, integration via API and SaaS with IVR, desktop tools, and front-facing web pages.◈ Owned case management for fraud reversals and back-office risk / investigation tools. Conducted requirements gathering for expansive interface creation (transactions, documentation, account analysis, etc.)◈ Navigated product lifecycle and overall business objective handling. Spearheaded and collaborated on operational product strategy with customer-facing product managers, detections, and analytics. Show less  Accountable for management responsibilities for 17 Account Review agents and 2 Senior Agents Responsible for identifying and communicating efficiency enhancements, product management, quality, resource allocation for service level maintenance, and implementing effective communication tools for the Account Review team  Other duties include career pathing for direct reports, critical decision making, properly escalating departmental concerns, and building and sustaining an operational and positive work environment Show less

  • Director Complaints Expansion and Innovation

    Oct 2020 - Aug 2022

  • SR MANAGER, Center of Excellence (COE) Partner / Technology First Line of Defense

    Sept 2018 - Oct 2020

  • SR. PRODUCT MANAGER, Chief Product Owner

    Apr 2006 - Sept 2018

  • Account Review Supervisor

    Jul 2003 - Aug 2006
• 

  Synchrony

  Jan 2023 - now

  VP Complaint Initiaves