● Assisted with creating multiple data processing spreadsheet documents for the Estate Management team ● Acted on customer accounts to resolve consumer issues with program SLAs ● Took ownership of deceased, incarcerated, and incapacitated customer accounts - partnering with Counsel and Treasury ● Partnered with a variety of teams to continually improve the Cash App experience ● Perform Deep Dive Analysis on the root cause of underlying issues in the decedent’s accounts to support corrective actions that minimize complaint escalations from estate representatives ● Led efforts to integrate legal documentation review into estate management operations, reducing review times and improving case processing efficiency ● Oversaw Escheatment data for monthly and quarterly reporting, ensuring accurate and timely analysis across the department metrics

Cash App | May 2021 - Jun 2022

CCO Messaging Advocate

● Effectively solve customer inquiries via in-app chat/messaging and email using a CRM tool ● Held a high bar for Support when owning customer interactions ● Identified, documented, and followed up with engineers on product bugs and features ● Advocated for customers by identifying trends in issues and suggested improvements to processes, policies, and products ● Recognized errors and drafted improvements to content in the external Support Center and internal documentation ● Collaborated with members of other teams to root out answers and be a resource to teammates

Capital One | Mar 2018 - Nov 2020

Branch Operations Specialist

● Liaison between branch staff and back-office support groups on operational issues through direct phone support/email and multiple CRM tools ● Provided superior operational support to branches ● Provided support and guidance to the Branch Operations team members ● Advocated on behalf of the branch ● Maintained thorough knowledge of all bank policies, procedures, products, and services as they apply to Retail Banking operations ● Maintained thorough knowledge of Federal Compliance regulations. ● Performed other job-related duties and handled miscellaneous support projects as assigned by management

Capital One | Mar 2015 - Mar 2018

RBCC Advanced Customer Care Advocate

● Encouraged customers to become self-sufficient with web-based and mobile support tools. ● Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction. ● Documented customer notes with CRM software to keep records accurate and current. ● Fielded customer complaints and queries, fast-tracking them for problem resolution.

My Education

Take a look at my formal education

West Chester University of Pennsylvania

About Me

Hardworking, detail-oriented, and tenacious professional with a passion for data and fraud prevention. Adept at balancing company objectives with customer desire while providing exceptional customer service.

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