Citi

AVP, Controls & ORM Transformation, Project Manager

5PM Agency

5PM is a social media marketing company that seeks to increase the sales of eCommerce companies through strategic ad placements on social media platforms such as Facebook and Instagram. We consult with brick-and-mortar retailers and service providers on how to effectively onboard their brands to the internet through website redesign, engaging in niche marketing, and running ads on Google to enhance lead generation and increase conversion rate. Our bespoke approach allows us to work only with clients we believe have a unique business case and niche, who wish to engage in data-driven decision-making.

Founder

Coppei

T-Mobile (client)
- Design, manage, and maintain reporting for enterprise-wide initiative, which seeks to work across the entire company to align 4,000+ applications and points of contact on the new state regulations to be enacted in the consumer data privacy space; tools used include ServiceNow, Excel, and Collibra.
- Meet with 150+ directors, project managers, and SMEs to understand the applications they and their team work on to understand the data capture and storage mechanisms, sensitive personal information, and automated decision-making plays in their purview.
- Project manage company-wide survey discussions with legal counsel, SMEs, and data privacy teams to develop new consent or opt-out mechanisms so that consumers can take more control of how their data is used or to opt-out of various services, as outlined by legislation in California, Colorado, Virginia.
- Provide reporting on data privacy project management initiatives to the Steering Committee at T-Mobile.

Reason Automation (client)
- Project managed the engagement, collaborating with the client and the Coppei team. 
- Designed and implemented executive summary and monthly overview reports in Power BI that are used by more than 5,000 individuals at multiple multi-million dollar brands. 
- Built and reformatted over 100 measures which accurately and quickly calculate key metrics in Power BI related to ecommerce activities.

Senior Consultant, Data & Insights - Business Analyst & Project Manager

Digital Asset Company

- Led team of 5 analysts during volatile market conditions and during internal business restructuring.
- Reviewed high risk cryptocurrency trades, created automated alerts.
- Wrote SQL queries to analyze data, proposed programmatic solutions and provided qualitative and quantitative insights to improve, optimize and innovate our risk rules to handle fraud at scale.
- Communicated with customers via written or video channels to evaluate validity of requests, assessed potential business risk and rendered accurate decisions.
- Composed documentation of department processes and procedures to align to ever-changing business risk and new product launches.
- Recovered user funds and information when account takeovers occurred and verified rightful ownership of account when securing compromised accounts.

Senior Data Analyst

Wanderu, Inc

- Led an interdepartmental team to coordinate fraud investigation and analytics.
- Collaborated with DevOps to improve payment conversion and fraud prevention.
- Designed Looker dashboards; wrote models using LookML and SQL queries using PostgreSQL & Snowflake.
- Communicated with business partners to enhance fraud prevention, scale trust & safety, and improve conversion.
- Facilitated the successful implementation of a new payment processor to scale payments globally; collaborated with Data Science team in mapping new schemas; performed QA tests.

Senior Data Analyst, Fraud Operations

- Designed real-time, automated rule flows within our fraud prevention product; implemented payment verification rules within our payment processors.
- Created dashboards using business intelligence tools to monitor financial metrics, conversion funnel, A/B tests.
- Performed timely, thorough investigation of suspect orders while complying with merchant business policies, GDPR, minimizing customer insult, providing positive customer experience, and securing payments.
- Presented business metrics at weekly all staff meetings; guided payment and business development initiatives at sprint planning meetings.

Fraud Analyst

WHOOP

- Managed all things Zendesk; created and maintained the flow of incoming tickets; set up automation & tagging triggers.
- Coordinated with Operations & Warehouse Shipping teams regarding product replacement, returns, and refunds.
- Troubleshoot hardware and software issues for a large and diverse global user-base via email, phone, and chat.
- Wrote SQL queries to provide more insight into member health data and to solve problems with product software and hardware.
- Performed customer satisfaction surveys over the phone; engaged with 100+ users to ask for their feedback on the product; shared feedback with Product & Engineering teams; built stronger relationships with customers.

Senior Member Services Representative

Fasten

- Wrote SQL queries to provide CFO and executive team with financial information; presented financial and conversion insights at weekly staff meetings.
- Built financial models in Looker and Excel.
- Identified and analyzed instances of fraud; directed Engineering & Product teams in redesign of the mobile app payment flow & UX to improve conversion rate.
- Negotiated multiple user agreements with our third party payment processors resulting in six-figure savings in 6 months.
- Collaborated with CTO & CEO to ensure that our business maintained its PCI DSS compliant status.

Payments & Business Analyst

- Composed standard operating procedures (SOPs) for Online Support Specialist role; aided in recruitment and interviewed prospective hires.
- Owned the scheduling of a team of eight Online Support Specialists.
- Disputed chargebacks with credit card companies resulting in over $60,000 in recovered funds.
- Created financial dashboards and reports in Looker and Excel; adjusted fares for drivers; issued refunds to riders.

Senior Support Specialist

- Provided solutions to riders and drivers using Zendesk and phone support; created rider promotional codes.
- Worked directly with DevOps and Product teams to facilitate and guide the development of UX improvements to the mobile app.
- Spoke directly with drivers through real-time online chat and helped them solve problems on the Fasten mobile app. 
- Tracked lost items left behind in driver vehicles and coordinated their safe return to the rider.

Online Support Specialist

Commonwealth of Massachusetts

- Executive Assistant to CFO & Director of Human Resources at the Department of Public Utilities; maintained both schedules.
- Relayed information between Commission, Chief of Staff, executive team.
- Guided employees with navigating payroll, benefits, training, union policies.
- Aided in recruitment; filed applications and resumes; prepared interview documents; phone-screened applicants. 
- Planned travel arrangements, airfare, car rental, conferences; ensured financials were calculated correctly for reimbursements.

Executive Assistant, Finance & Human Resources

- Assisted engineers in preparing legal documents necessary for incident reports.
- Attended conferences with utility companies and private contractors; recorded notes for counsel during hearings.
- Trained 15 field engineers how to use their tablets and fill out proper documents in digital format.
- Digitized legal documents and shipped physical records offsite.

Administrative Assistant, Pipeline Division

Brigham and Women's Hospital

- Onboarded new MDs and ensured they receive all items necessary for jobs such as pagers, phones, lab coats.
- Diligently acquired all certifications, licenses, and relevant documents necessary for hire as well as coordinated the signing of contracts by newly hired hospitalist MDs.
- Scheduled Nocturnists; transported medication billing forms from Faulkner Hospital to BWH campus.
- Created graphs and spreadsheets using Microsoft Excel to visualize financial and human resources information.

Hospitalist Services Intern

- Maintained front desk, answered phone calls, received faxes for Human Resources.
- Corresponded with employees over phone and email to schedule times for training and educational assessments; administered Microsoft Excel and Word exams.
- Managed 30 undergraduate interns for five weeks, leading the group in the creation of "End of Summer" presentation, which we delivered to 100+ high school student interns.
- Created and maintained Workforce Development health field scholarship database for employees to use in the advancement of their professional development.
- Assisted members of the community in searching for open positions and completing the online application.

Workforce Development Intern

Strategic and technical professional with over a decade of experience at tech companies focused on business analytics, product analysis, financials, and payments. Project manager, business analyst, and leader who has worked across teams and industries to push product improvements over the finish line. Strong communication, diplomacy skills, and analytical acumen allow me to influence and guide business leaders, colleagues, and external stakeholders.

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