Designed the criteria and automated system that took Credit Limit Adjustment (CLA) from an unchecked monthly process to a governed daily one.
Built a daily monitoring report so mismatches in Risk Acceptance Criteria (RAC) get caught early, instead of during the audit itself.
Built a cross-team automated system that cut the average time to unblock a customer account from 5 days to 1.
Built a system that automatically enrolls new agents in certification training and reschedules them before their certificates expire.
Traced the root cause of a data discrepancy between Operations and Collection on direct debit activity, then built a daily report as a single source of truth for all stakeholders.
Simplified three manual monthly processes on the Collection team into automated ones, freeing up hours for other ad-hoc work.