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CLIENT OPERATIONS









        PROCESSED                                          SUSTAINED                                                        INCREASED
        116M                                               A 92%                                                 CROSS TRAINING



                                                                                                                   TO SUPPORT VCR AND
                                                                                                                     MIGRATION OF


        EXCEPTIONS                                         INTERNAL SLA                                               FILEBOUND TO THE
                                                                                                                       ISOLATION SERVER




       OVER                                               IMPROVED                                             SERVICED


       9,500 BILLED                                       USER EXPERIENCE                                                          ADDITIONAL
                                                                                                                                   PARTICIPANTS
                                                          VIA FOUR DISPUTE
       CASES                                              SERVICES PORTAL SPRINTS                              30 OVER FY18





                                                                   declined over
                                                                                                                            VERIFIED
               MANAGED A
          240%                                              $22MM                                               85 THOUSAND


                                                                                                                       FRAUD CASES


                                                                         in fraud


           IN BILLED CASES                                                                                           TOTAL CASES CLOSED


                                                                       supported
                                                         CCS IMPLEMENTATION                                         800M




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