Leading QA program design and build out of Ecosystem QA programs around NFT Marketplace (Content Moderation, Fraud, Verification, NFT product support, NFT Success, Onboarding), Scaled Developer Support, Business Banking, etc.
Excel / Gsheets
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Senior Quality Analyst, Client Services
Designed, launched, and actively managed the Institutional Custody QA Program and Cold Storage QA Program.
Designed the Institutional Prime Brokerage QA Program
Designed the Exchange QA program and assisted in redesigning and building the Institutional Onboarding QA program to report on application level of effort and break out new and insightful KPIs.
All QA programs are designed to adhere to the highest compliance and security standards (KYC, AML, OFAC, SOC 1 & 2, etc.) and are workflow specific.
Successfully built, implemented, and owned the Critical Error Remediation program end to end for the Institutional QA to include weekly CE Aging reporting to cross functional stakeholders.
Redesigned and actively updating the crypto asset matrix for all crypto currencies stored on the Custody platform to include transaction requirements, blockchain details, and asset specific nuances related to support readiness documents.
Board Advisor - Product, Financial, and Strategic Advisor
Advisory functions across CQ products on financial development, product development , game development, GTM strategy/tactics, Blockchain/Fintech/SaaS specific insight and industry expertise, strategic partner analysis, and tokenomic model analysis
Built, implemented, and managed a Omni-channel Quality Assurance program (phones, chat, video calls, and process oriented CRM tasks) for 2 products (Figure Home Equity Line of Credit, Figure Home Mortgage) focused on Lean Six Sigma Principles.
Managed onboarding and product training of 59 new hires over 14 months (scaled from 6 - 65).
Developed over 36 Omni-Channel Operational KPIs in Tableau. Allowed for targeted workflow enhancements leading to significant reductions in average handle time across all channels of operation. Over a 33% reduction in phone contacts through IVR enhancements. Identified over $30,000,000 in operational capacity improvements per quarter through flow time analysis.
Created and maintained key Operations SOPs and policies across 2 products to include governance and change management functions.
Lead Five9 VoIP admin responsible for building, maintaining, reporting, and improving on Telephony IVR, Agent CRM Permissions, Email Configuration, Email Management, and Integrating newly partnered companies into Figure. Managed and implemented an expedient and successful changeover to new phone software with minimal effect to operational SLAs.
Lead Intercom admin responsible for content management functions for the Article Knowledge base and saved replies across 2 products.
Reported directly to Director of Operations and VP of Client Services while providing support oversight and escalation management for SaaS client base (C-Suite level communication) of over 90 major non-profits (501c3) like CTA and NADA through collaboration with cross functional Impexium teams (Product, Consulting Management, R&D, L&D, and Engineering).
Collaborated with internal Impexium teams to swiftly escalate and resolve high severity bugs while ensuring resolutions and post mortems were communicated to internal teams and to the B2B SaaS Client Base.
Onboarded new non-profit clients onto the SaaS AMS through post-sales requirements gathering and analysis, intro calls, implementation calls, product training, UAT testing, and weekly account management calls for high net worth clients.
Successfully and expediently implemented and managed CRM changeover from desk.com to Salesforce for the business including the intro call, product training calls, staff training, review and importation of over 800 existing client support cases, and UAT testing.