Program Manager Customer Service

Work Experience

Fidelity Investments, Westlake, TX

Operational Risk Analyst

Nov 2020 - Present

Audited intraday loan funding, focusing on liquidity management for daily transactions within Federal funds limits, and ensuring adherence to FINRA and SEC regulatory practices.

Validated User Developed Applications (UDAs) across departments, monitoring transaction accuracy for trades and securities-based lending, including Margin Loans and Securities-Backed Lines of Credit (SBLOC).

Executed complex database queries and visualizations using Excel, SQL (PostgreSQL, Oracle, Snowflake), facilitating effective stakeholder communication.

Delta Airlines, Inc., Dallas, TX

Sales - Digital Engagement Specialist

Sep 2018 - Aug 2020

Managed Delta’s online support portal, providing comprehensive customer, technical, and program support.

Movo Photo Group, LLC, Los Angeles, CA

Customer Service Manager

Apr 2016 - Sep 2018

Led a team supporting communications equipment for LA County Police and Fire departments.

Brown Bag Direct, Beverly Hills, CA

Commercial Production Campaign Manager

Jun 2012 - Apr 2016

Developed telemarketing scripts for over 75 As Seen on TV products, boosting direct response campaign effectiveness.

Negotiated media buys, achieved cost reductions and increased ROI.

Education: University of Detroit Mercy, Detroit, MI Business Administration; Minor in English

2004 - 2008

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