Guiding the day to day execution and long term strategy of customer complaint automation, internal ticketing and case management applications.

Oversaw the launch of NLP Ai models to replace human decisioning for customer complaint identification and categorization. Established performance metrics leveraging a human data labeling team and acted as model control officer responsible for model governance, change management and approvals across first and second lines of defense.

Established compliance and targeted coaching automation by leveraging Nexidia analytics and internal systems to automatically monitor customer contacts for critical keywords that drove reporting insights and human response processes.

Operated in numerous roles including consumer and merchant fraud investigations, large loss research, large enterprise support, department performance data and reporting.

Resolved escalated customer contacts regarding restricted account access.