Erica Gardin

Led cross-functional coordination across business lines to improve onboarding workflows, strengthening productivity, reliability, and overall service quality. Used customer and operational performance data to identify trends and bottlenecks, partnered with Audit/Application/Operations teams on risk-based review, and documented IAM procedures and educational resources to drive continuous improvemen

Served as a liaison between business units and IT to align customer success needs, operational requirements, and technical constraints. Analyzed customer issues and performance patterns, supported onboarding and access provisioning, managed escalations, and maintained privileged account access and role profile accuracy.

Created and maintained user roles aligned to regulatory standards, supporting operational accuracy and compliance. Reviewed and validated user access through remediation cycles and updated security policies and user awareness materials to strengthen organizational security culture.

Provided support for complex applications and hardware/software issues to maintain reliable service delivery and high customer satisfaction. Analyzed issue patterns to identify root causes, tracked incidents for reporting and operational insights, and resolved network connectivity issues in collaboration with technical teams.

Investigated complex financial crimes and red flags, ensuring compliant and accurate case resolution while balancing customer experience and risk mitigation. Identified fraud patterns and anomalies using trend and root-cause analysis, and supported dispute processing workflows while onboarding and training new hires.

Supported engineering staff with scheduling, clerical tasks, travel coordination, and administrative operations. Used Microsoft Office suite skills to support day-to-day team needs and documentation.

Earned a Bachelor of Science focused on exercise science and rehabilitation studies.

Completed an online certification in the fundamentals of business problem solving through Howard University.

Completed a certification focused on business modeling tools through Howard University.

Earned licensure as a massage therapist from Southeastern School of Neuromuscular and Massage Therapy.