At Achieve, I scaled a home-grown AI call-scoring platform from 1,800 to 75,000+ monthly evaluations, saving more than 800 hours of manual review each month. I worked with Engineering on the platform’s scorecards and reporting, and built Tableau dashboards to give leadership visibility into quality, risk, and compliance.
Expanded monitoring surfaced UDAAP and TSR gaps, and calibration with Legal and Operations brought defect rates in key categories from 50% to under 10% within three months. I also managed QA vendor relationships against a monthly budget while maintaining full evaluation coverage.
Earlier at Achieve, I supported customer service and welcome-call operations, including service-level analysis, complaint resolution, and team development. At Challenge Financial Services, I handled branch operations, collections strategies, portfolio reporting, and legal recovery matters.
