NICOLETTE FRANKLIN
Scottsdale
Summary
Proven reputation as a driven, creative, outcome focused trust and safety operations leader that specializes in hiring the best people, leveraging technology to increase efficiency, and building lasting relationships based on trust and driving efficiency. Successful at producing, investigating, escalating, auditing content, improving policies, and delivering exceptional results.
Overview
7
7
years of professional experience
Work History
Senior Manager, Operations, - Trust and Safety
Walmart
08.2022 - Current
- Ensure compliance of current population maintains at 98% and reduce current fraudulent activity by 20%
- Respond and resolve complex and sensitive user issues related to fraud, privacy, user safety, and risk
- Review users' activity according to risk data and acted as needed to decrease fraud activity on the platform; categorized data based on pre-set criteria and identified opportunities to improve efficiency and accuracy
- Train and manage subject-matter support to an offshore team of 40+ analysts across different time zones and markets
- Conduct data-informed investigation into potential threats and adversarial behavior, inspect content for compliance with established standards, policies, and procedures;
Director of Enterprise Operations
Delivery Drivers, Inc
12.2021 - Current
- Led a Business Operations team that drives an effective operating rhythm, consistent goal achievement and complex, cross-functional strategic projects resulting in the recruitment of over 500,000 users to our platform.
- Partnered closely with Product and Engineering to automate, improve and build processes
- Hired, Trained and Managed a dispersed team of 40 resulting in a 15% reduction in attrition.
- Key Stakeholder in all new initiatives including the onboarding of all payment partners, background check vendor and communication tools.
Operations Manager
Delivery Drivers Inc
09.2020 - Current
- Monitor, track and evaluate Operation's performance based on KPI's
- Provide personal ongoing support and feedback to managers to ensure all client deliverables are met and DDI's standards are adhered to
- Work closely with our Client Success and Client Implementation teams to build the tools and software that help us serve our clients and increase product adoption.
Senior Account Manager
Delivery Drivers Inc
09.2018 - Current
- Primary point of contact responsible for cultivating and maintaining long-term relationships with core client base
- Manage a team of 10 onboarding specialist and recruiters
- Communicate monthly/quarterly progress initiatives to internal and external stakeholders
Human Resources Coordinator
Phunware
05.2017 - 07.2018
- Develop, write and edit clever and creative internal communication materials, including employee updates, HR initiatives, new hire announcements and other communications
- Assisted with recruitment process by posting job ads, filtering applications, and scheduling 40+ interviews,
Education
Aliso Niguel High School
Aliso Viejo, CABachelor of Science - Business Administration And Management
California State University
Long Beach, CA05.2017
Skills
- Asana,Slack,Zendesk, Jira
- Google Suite, Microsoft Teams
- Confluence
- Vendor Management
- Project Management
- Data Analytics
Timeline
Senior Manager, Operations, - Trust and Safety
Walmart
08.2022 - Current
Director of Enterprise Operations
Delivery Drivers, Inc
12.2021 - Current
Operations Manager
Delivery Drivers Inc
09.2020 - Current
Senior Account Manager
Delivery Drivers Inc
09.2018 - Current
Human Resources Coordinator
Phunware
05.2017 - 07.2018
Aliso Niguel High School
Bachelor of Science - Business Administration And Management
California State University
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