At ByteDance / TikTok, I managed fraud and risk operations and launched LATAM BPO Risk Operations from 0 to 1. I designed its operating model, SOPs, escalation paths, quality mechanisms, and KPI reporting through the transition to steady-state operations.
I also owned the TikTok Shop SOP and appeal-label revamp, aligning investigation procedures, decisioning standards, and escalation criteria with updated risk policies. I used fraud metrics and root-cause analysis to identify risk drivers and recommend actions to senior leadership.
At Citibank, I led AML analysts, overseeing investigation quality, escalations, and performance reporting. I used recurring trends and quality reviews to identify coaching needs and process-control gaps.
Earlier, I investigated fraud at Capital One and conducted criminal investigations as a Police Officer / Investigator for the Town of Dewey Beach, DE. I also supported a Re-KYC verification product build and built an online SOP repository, including support for AI-agent workflows.
