My Career Journey

A closer look at my experience in fintech, operations, and development

Work Experience

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  • Scaled the Card Services department from 4 to 13 employees, including fraud analysts, chargeback specialists, and a team lead
  • Trained staff across all department functions and created comprehensive procedures to support onboarding, cross-training, and scalability
  • Oversaw day-to-day operations in debit/credit card disputes, fraud monitoring, GL reconciliation, and credit card loan maintenance
  • Monitored daily network settlement between Fiserv DNA, Fiserv CCM, and FIS Switch; resolved discrepancies in chargebacks, cash advance terminals, and Mastercard posting files
  • Owned Salesforce case management workflows for dispute claims and maintenance requests, building automation logic and real-time dashboards for staff and executives
  • Built and optimized Power BI dashboards to measure fraud prevention efforts, custom Mastercard rules, and team productivity KPIs
  • Managed card stock procurement and distribution across 27 branches; ensured audit readiness and compliance with Mastercard EMV and chip requirements
  • Conducted Mastercard quarterly BIN reporting and monthly analytics on volume, interchange income, and chargeback losses to support senior leadership targets
  • Led internal audit prep, NCUA audit response, and documentation gathering for Reg-E, Reg-Z, Instant Issue, and Corporate Card reviews
  • Held monthly one-on-ones and annual reviews to support employee growth, adjust development plans, and drive retention
  • Oversaw the Corporate Credit Card program, including loan origination, funding, account maintenance, and payment reconciliation
Operational Highlights & Leadership Impact:
  • Developed department-wide Salesforce dashboards for performance tracking, dispute workflows, and executive-level reporting
  • Led Mastercard quarterly BIN audits and internal reconciliation of card processor data across all active BINs
  • Created end-to-end GL reconciliation processes for switch settlement, chargeback claims, and cash advance activity between FIS and Fiserv DNA/CCM
  • Coordinated cross-functional responses for NCUA, BBB, and internal audit investigations — consolidating evidence and root-cause summaries
  • Maintained card issuance balancing controls between CU systems and print vendor records to ensure compliance with audit and inventory requirements
Strategic Projects & Conversions

  • Reviewed and tested all debit/credit card data mapping from legacy system to DNA/CCM
  • Created evolving test scripts to catch mapping and transaction issues across data cuts
  • Led staff training with daily hands-on workbooks and a 3-day intensive workshop
  • Developed new procedures for all post-conversion processes; supported daily ops to avoid backlog
  • Partnered with BI team to build necessary post-go-live reports from CCM

  • Set up BINs in Mastercard’s MDES platform; uploaded card art and terms
  • Tested live transactions and managed rollout with WorldPay and Mastercard

  • Reviewed data mapping and file integration with FIS and CU core systems
  • Trained internal team and front-line staff on new platform workflows
  • Supported settlement understanding for accounting and worked with integration vendors

  • Led mapping, automation, and UI/UX design; oversaw testing and implementation
  • Created Reg-E compliant workflows and developed dashboards for live reporting
  • Took over BI dashboard/report building across departments due to internal resource limitations

  • Created automated request forms and process flows to reduce backlog for system teams
  • Built credit card opt-in tracking, daily settlement automation, and rewards exception audits
  • Converted spreadsheets into SharePoint dashboards to monitor KPIs and trends

  • Led cross-vendor testing of ISO messaging and file mapping between FIS and Fiserv DNA/CCM
  • Documented core-to-processor file logic and supported multiple vendor integrations
  • Trained team on workflow changes due to new file formats and transaction routing

  • Developed 14 unique request workflows to replace legacy systems
  • Mapped pain points and must-have functionality before working with devs and testers
  • Authored test scripts to verify end-to-end performance across Salesforce upgrades

  • Prepped Mastercard rewards data for clean handoff to FIS; led full conversion file creation
  • Built SSO and UX testing flows with online banking team for member-facing loyalty portal
  • Balanced all manual file totals and validated data post-load; completed entire migration 5 days early
  • Coordinated program setup, rates, and comms with compliance, legal, and marketing teams

  • Investigated ATM deposit disputes and reconciled terminal overages/shortages in compliance with Regulation E guidelines
  • Reviewed daily ATM and mobile capture check deposits for fraud indicators; followed established escalation procedures when necessary
  • Responded to secure online banking messages regarding bill pay, deposit issues, and general account inquiries
  • Provided front-end staff with training and real-time support related to eServices workflows and escalations
  • Tested and validated online banking platform upgrades; updated documentation and delivered training to staff post-deployment
  • Served as a subject matter expert (SME) during the online banking conversion to Alkami in 2015
  • Collaborated with the project team on member data mapping and platform testing to ensure a seamless conversion

  • Processed debit and credit card chargebacks across both PIN and signature networks, ensuring full Regulation E and card brand compliance
  • Conducted detailed account investigations prior to raising chargebacks; analyzed merchant representment documentation and determined rebuttal requirements
  • Initiated and resolved chargebacks on behalf of members when insufficient merchant evidence was provided
  • Performed credit card loan maintenance tasks based on requests from front-line staff and the lending department
  • Reconciled daily general ledger activity for in-branch cash advance terminals
  • Supported critical card program transitions, including:
    • CU-wide reissuance during Visa-to-Mastercard brand migration
    • Processor conversion from Jack Henry to Vantiv Direct (now FIS/WorldPay)
    • Implementation of split-rate conversion from variable to fixed APR structures
  • Recruited to assist Card Services during major conversions, processing returned cards, handling legacy Visa chargebacks, and supporting backlog during the Mastercard transition

  • Handled high volumes of inbound member calls as the CU’s front-line support, assisting with account inquiries, online banking, and transaction-related issues
  • Worked across multiple back-office systems to ensure accurate and timely member assistance
  • Submitted internal service requests on behalf of members and followed up to ensure resolution
  • Processed incoming member mail and ensured compliance with CU procedures
  • Trained new hires on call handling, policies, and CU systems; provided live support and feedback
  • Mentored and coached both new and experienced reps to improve service delivery and adherence to procedures

  • Worked at the CU’s highest-volume branch, processing high volumes of daily transactions with accuracy and efficiency
  • Handled cash, check, money order, cashier’s check, and cash advance transactions at both the teller line and drive-thru
  • Balanced personal cash drawer and assisted with branch vault balancing
  • Performed check scanning for the full teller line and maintained coin machines during service interruptions or full capacity
  • Provided front-line member support, offering CU products/services based on member needs and account situations