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Meenaxii Mense

@meenaxiimense

Operations Excellence professional at PayPal who optimized investigations workflows and customer journeys.

At PayPal, I led continuous improvement initiatives for Investigations and Regulatory, redesigning workflows and standardizing procedures to improve operational efficiency and scalability. I managed a team of investigators against SLA, quality, compliance, and customer experience targets.

I used Lean Six Sigma (DMAIC), Root Cause Analysis, and operational analytics to identify recurring issues and improve process quality. I also optimized customer journeys for Withdrawals, Chargebacks, Risk Declines, and Transaction Processing.

At JP Morgan Chase, I led KYC operations and developed procedures, governance frameworks, and training programs. Earlier, at Ocwen Financials, I led teams in home retention, bankruptcy, and collections, with a focus on compliance, service quality, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Team Manager – Investigations and Regulatory

PayPal

Oct 2022 - Feb 2024 (1 year 4 months)

Led enterprise-wide continuous improvement initiatives, managed a KPI-driven team of 20-30 investigators, and leveraged operational analytics to drive business performance. Applied Lean Six Sigma (DMAIC) and Root Cause Analysis to improve operational quality and efficiency.

Lean Six Sigma DMAIC Root Cause Analysis Process Mapping Workflow Analysis Operational Analytics KPI Management SLA Management Performance Coaching Customer Experience NPS Fraud Analytics Compliance Governance CAPA Process Automation

Team Lead – KYC Operations

JP Morgan Chase

Sep 2017 - Mar 2019 (1 year 6 months)

Led KYC operations in a KPI-focused environment, achieving SLA targets through workload optimization and performance management. Conducted Root Cause Analysis and developed SOPs, governance frameworks, and training programs to enhance compliance and operational consistency.

KYC AML CDD Root Cause Analysis Workflow Analysis SOP Development Governance KPI Dashboards Operational Analytics Performance Management Recruitment Coaching Succession Planning

Team Leader – Home Retention Specialized Call Center – Bankruptcy Queue

Ocwen Financials

Feb 2016 - Mar 2017 (1 year 1 month)

Managed complex mortgage processes, improved internal controls, risk assessments, and quality standards. Monitored control reports and audits to ensure HAMP and BKC compliance, and drafted control policy documents.

Mortgage Bankruptcy HAMP BKC Compliance Risk Assessment Quality Standards Continuous Improvement Training Mentorship

Team Leader – Bankruptcy Call Center

Ocwen Financials

Oct 2014 - Jan 2016 (1 year 3 months)

Maintained working knowledge of mortgage industry guidelines and federal/state laws, interpreted regulation policy and investor guidelines. Achieved >95% call quality, AHT below 480 seconds, and improved CSAT and ESAT.

Mortgage Bankruptcy Call Quality Monitoring AHT CSAT EmSAT Employee Engagement Compliance regulatory knowledge

Team Leader – Performing Collections

Ocwen Financials

Oct 2011 - Sep 2014 (2 years 11 months)

Handled a team of 15-25 customer care coordinators for inbound and outbound calls, managed escalations, and liaised with internal departments. Coached and developed team members to ensure optimum performance.

Collections Team Leadership Escalation Management Performance Metrics Coaching Development