At Flex, I led day-to-day work for the eviction-risk escalation program, reviewed 180–200 cases monthly, and made financial-assistance decisions based on customer circumstances, policy, and risk. I also wrote policies, workflows, escalation standards, and training with Credit Risk, Consumer Protection, and leadership.
I investigated complex payment failures with Engineering and property partners, identifying an undocumented Yardi authorization issue that was resolved within 48 hours. At Block, Inc. (formerly Square, Inc.), I helped launch Square's complaints program and presented complaint trends to executive leadership.
Earlier, I supported Square sellers and managed commercial Card Member relationships at American Express, including a portfolio representing approximately $1B in annual charge volume that finished at 110% of goal. My work has spanned customer escalations, complaints, payments, risk operations, and financial services.
