▪ Successfully managed a remote Payments support team of ~40 customer-facing product support analysts, achieving continuous improvement in quality and productivity metrics

▪ Collaborated with outsourced global suppliers to deliver customer-facing support via alternate channels

▪ Oversaw support for 17 payment products, monitoring, analyzing, and reporting key metrics and trends for both Accenture and our client, the world's largest social media platform

▪ Managed a global team of 15 specialists handling high-priority escalations workflow to mitigate financial loss and threats to stakeholder relations

▪ Collaborated with cross-functional teams including Fraud Investigations, Engineering, Change Management, and Product Specialists to address platform trends, optimize operational processes, and implement new productivity/quality metrics for improved performance tracking

▪ Implemented a small-group skills workshop initiative for underperforming analysts, which led to a 25% average increase in their KPIs

▪ Served as a subject matter expert, product trainer, and leadership liaison for ~30 Payments team analysts, while also supporting Accenture teams in our Ireland and India offices as well as other outsourced vendor teams

▪ Supervised and supported the Escalation and Investigation workflow, providing client partners with end-to-end support for high-priority escalations

▪ Reduced training time by 50% through the development and implementation of training content enhancements

▪ Collaborated with product stakeholders to develop and drive business process reengineering initiatives, which streamlined case resolution and trend identification

▪ Provided user support for client's monetization products within a 24-hour timeframe while maintaining a team-leading Quality Assurance score and often exceeding daily case quotas

▪ Mastered support platform tools and collaborated with the client to improve tooling and processes

▪ Selected to the stakeholder-facing internal escalations team, performing in-depth payments and risk investigations to support both the client and their partners

▪ Promoted to team POC (Point of Contact) in September 2020, becoming the Payments-Payouts team’s global Digital Experience product support expert

▪ Developed and implemented support content for monetization products, supported employee training, and identified opportunities to enhance operational processes

▪ Coordinated with team leads and the client to ensure co-analysts were equipped to solve users' payments-related issues

▪ Edited and expanded internal knowledge bases to document and communicate product, process, and tooling changes globally

▪ Analyzed social media platform advertisements, user activity, and account information to identify high-risk trends and protect users from fraud

▪ Used tag-based classification system to quickly route information and identify false positives

▪ Evaluated, actioned on, and responded to user violation appeals