* SALLIEMAE BANK | 2019 – Till Date Responsible for customer-centric operations and ensure customer satisfaction by achieving delivery and service quality norms. * Manage functions pertaining to the following productivity metrics to reach 50 calls per day. * Pioneer the efforts across handling the entire gamut of functions pertaining. * Design and implement the strategy that fulfills the objectives, maximizes revenues, profits, and market share of the company while streamlining overall operations.

* Presented innovative design ideas for mobile music performance application for a multi-faceted target customer base; idea was not developed but has digital copy on hand. * Identifying possible development limitations between programming languages and making recommendations. * Compiled detailed needs analysis and created multiple wireframes to showcase possible user interfaces and flow. * Created a mock test case template in Excel if the design was implemented.

* I analyzed and monitored daily fraud alerts and acted according to document processes regarding account actioning document requests and customer verification. Responsible for detecting suspicious activity associated with fraud and escalated it accordingly. I achieved the shortest call time within the Fraud team while handling customers regarding fraud disputes and claims. Used Lean mindset and designed data spreadsheets, graphs, and charts to coach other team members to hit their metrics. I identified and implemented improvements to current operations and workflows. Resolved client disputes and escalations in a timely manner. I managed multiple tasks effectively by balancing high productivity. I worked effectively with others in a team-based environment to accomplish organizational goals and to identify and resolve problems.

Streamlining and providing product enhancements for the CRM team, Responsible for developing the CRM Special Events Scripting for the call center, Uses Salesforce to create separate offers for the call center to sell to customers, Premium Management Inbox for premium changes requested by call center coordinators, Adhoc Call Center Support Requests, Create SOPs for the management team Test for defects in Salesforce UAT sandbox environment, Communicate with other departments in run meetings, Use wireframes to show potential enhancements