LADAWN N VERDINE

In this role, I execute high-volume QC monitoring and control reviews for Employee Relations cases, document findings, identify control gaps, escalate risk items, and provide executive summaries and actionable next steps to senior leaders.

• Conduct daily quality reviews of cases submitted across lines of business to confirm consistent methodology and appropriate handling
• Track QC findings (themes, severity, remediation status) and ensure timely escalation of risk items
• Recommend procedural updates to reduce repeat defects and strengthen control effectiveness
• Serve as a point of contact for QC monitoring operations (reporting, administrative controls, disputes, and knowledge support)
• Participate in calibration sessions to align QC/QA scoring standards; contribute to coaching recommendations and training/upskilling plans
• Contribute to efforts to automate QC using LLM-driven solutions to improve quality and timeliness.

As a HR Employee Service Professional I provided global employee/manager HR support, owned end-to-end case resolution and escalations, performed root-cause analysis on recurring issues, and partnered cross-functionally to close process gaps and improve standard work.

• Resolved routine through complex and sensitive inquiries across HR services (recruiting, payroll, onboarding/offboarding, workforce analytics)
• Managed case intake, documentation, and escalation through ServiceNow and email while maintaining service quality and timeliness
• Produced root-cause analysis and recommended process changes to improve workflow efficiency and consistency
• Supported escalations for current and former Operating Committee members requiring high-touch, prompt resolution
• Updated and improved operating guidelines to strengthen standard work and reduce execution variation
• Trained and coached new hires through hands-on knowledge transfer and quality expectations

As a Client Data Specialist I reviewed KYC alerts within SLAs, performed due diligence to assess customer risk, and managed escalations tied to negative media and AML concerns with clear documentation and communication of outcomes.

• Validated customer risk and transactional behavior through alert review and analysis
• Conducted due diligence assessments; supported retain/exit decisions based on risk scoring outcomes
• Escalated higher-risk activity and documented findings aligned to requirements

As a Client Service Analyst I investigated and resolved fraud/claims disputes (including high-dollar cases), supported Executive Office and CFPB-related items requiring rapid, thorough responses, and partnered with Legal/subpoena teams while maintaining strong quality controls and reporting.

• Reviewed and addressed high-priority Executive Office cases and Consumer Financial Protection Bureau-related items, ensuring timely resolutions
• Resolved checking account claims and fraud disputes, consistently meeting service level requirements
• Performed deep-dive reviews and provided root-cause drivers for customer complaints and fraud claim outcomes to leadership
• Managed sensitive vulnerable adult and media-related cases; escalated appropriately and engaged required stakeholders
• Supported operational readiness through UAT support and reporting; developed peer coaching and training materials to enhance team capabilities