Responsible for managing and tracking the “Statement Support Mailbox” for any Statement inquires, research, client request etc. and responding timely, as well as maintain meeting agendas and team notes or deliverables.
Process updates to statement content and marketing using DecisionQuest (DQ) including adding logos, changing or updating marketing and collateral, and new client implantation/deconversion.
Partner with our Brand Partners as well as multiple areas inside the business to ensure that new client start up, business projects or deconversions are executed timely and properly, from a Statements perspective.
Research, analyze, resolve, and respond to consumer complaints submitted through numerous channels such as Bank regulatory agencies, Better Business Bureau, Attorneys, executive escalations, client partner transfers, and direct from the consumer.
Analyst, Complaints Management
Alliance Data
05.2021 - 01.2023
Research, analyze, resolve, and respond to consumer complaints submitted through numerous channels such as Bank regulatory agencies, Better Business Bureau, Attorneys, executive escalations, client partner transfers, and direct from the consumer.
Conduct thorough review and analysis of issues involved within expedited timeframes to meet regulatory and Service Level Agreements.
Review signed sales agreements, promotional plan terms and conditions, receipts, and credit card agreements from both our Bank and clients to ensure compliance with all applicable laws.
Identify potential risk, systemic issues, procedural violations, or training deficiencies and provides solutions and remediation.
Obtain necessary documentation and information from other business areas or outside entities.
Review Bank policies and procedures to ensure accuracy of information and compliance.
Determining root cause of concerns, escalating issues as necessary, and directing coaching opportunities as needed.
Business Support, Coaching and Nesting Supervisor
Alliance Data
09.2017 - 05.2021
Support, coach and hold associates accountable to job requirements including customer service, attendance, compliance, etc. by providing Coaching Supervisors with data and insight into their associate’s performance.
Provide Human Resource and corrective action support when needed or requested by supervisors while also holding the supervisors accountable to deadlines to remain compliant.
Responsible for supporting and coaching a team of 20-30 new hire and tenured associates across several areas of the business including Private Label, Co-brand and New Accounts.
Worked closely on brand partner projects to ensure associate education and consistency including marketing communication, training classes and call calibrations.
Collaborated across the business to create a coaching tool to assist peers, as well as simplify front line associate responsibility.
Coaching and Nesting Supervisor
Alliance Data
09.2017 - 10.2019
Responsible for supporting and coaching a team of 20-30 new hire and tenured associates across several areas of the business including Private Label, Co-brand and New Accounts.
Worked closely on brand partner projects to ensure associate education and consistency including marketing communication, training classes and call calibrations.
Completed a stretch role in which I maintained two teams at once while transitioning into the Nesting Supervisor role.
Collaborated across the business to create a coaching tool to assist peers, as well as simplify front line associate responsibility.
Dispatcher
First Student Transportation
01.2015 - 02.2017
Developed and implemented standard operating procedures for dispatch processes, including route efficiency, pre-check accuracy and Kronos time management, improving consistency.
Coordinated logistics for efficient dispatch operations by monitoring vehicle locations using GPS tracking systems to optimize routes and reduce delays.
Collaborated with drivers, parents and school staff to resolve issues, enhancing communication and operational efficiency.