I have a passion for continuous improvement and driving for results through project management lifecycle, with 15 years in financial services experience, 10 years specifically within contact center. Through this experience, I have become a subject matter expert in contact center servicing platforms, procedures and controls focusing on operational efficiency and risk mitigation through a balanced approach which considers both the employee and customer experience.
To manage fraud risk, I leveraged a decision framework to drive risk-based authentication and ensure a more consistent customer experience across channels. To mitigate fraud I supported the implementation of a real time risk assessment as well as post call fraud detection strategies. I assisted with the implementation of new Contact Center authentication capabilities including One Time Passcode, Voice Verification and passive authentication leveraging ANI-spoofing controls.
I have experience in all phases of the project lifecycle including ideation, business case development, obtaining sponsorship, driving execution and post implementation monitoring and controls. I recently helped the contact center transition from Waterfall to Agile project methodologies, fostering collaboration across diverse groups within the Enterprise. I fundamentally believe in the voice of the customer, employee feedback and focus group information to enhance functionality and optimize. Focusing on enhancing our infrastructure in an ever-evolving environment, providing configurability in our options to right fit authentication strategies in the future.