Manager Quality Assurance
Resume:
Mary Stevens
Tampa, Fl *3510
Phone 904-***-****
E-mail:
ab0b87@r.postjobfree.com
Objective
I am seeking a Leadership Position that will showcase my key strengths
which are building team and client relationships, problem identification
and resolution and time management.
Work Experience
October 2011 to June 20, 2013 (RIF/Lay Off) Citibank Tampa, Fl
AML Operations Support Manager (Team Lead)
Effectively manage and coordinate the workflow, goals and activities for a
team of 10 - 20 Operations Investigative Analysts. Generate workflow
reports pertaining to analyst activity, scheduling, and resource planning.
Assist in the development and implementation of improvement plans with
quality assurance personnel developing and implementing remedial action
plans for team members, as needed. Provide operations expertise to internal
work groups, teams, and committees focused on enhancing current procedures
and creating efficiencies. Responsible for leading individual projects and
work groups. Provide training and mentoring to analysts on research
techniques, internal global systems, products, business lines and overall
understanding of AML ICG-CTS process and procedures. Responsible for
providing assistance to other Team Leads, as needed. Responsible for
fostering a work environment that achieves the business objectives while
incorporating succession and career development, performance evaluation,
employee rewards and recognition.
June 2010 to October 2011 Citibank Jacksonville, Fl
Global Client Service Officer
Primary liaison between Commercial Cards clients and Commercial Card
Operations for problem identification and resolution. Responsible for
assisting with client implementation activities, improving processes to
meet client needs and maintaining client satisfaction by responding to
problems in a timely manner. This is accomplished by building relationships
with Client Program Administrators. Work independently and efficiently to
achieve high levels of productivity while ensuring best business practices
are being utilized.
March 2009 to June 2010 Citibank
Jacksonville, Fl
Credit Ops Unit Sr. Supervisor
Lead, coach and develop a team of 18-25 collection agents with heavy
emphasis on building the customer relationship and providing a one call
resolution.
Manage a blended team of both high risk early stage collections as well as
back end pre-litigation. Conduct employee performance reviews and
accountability plans as required. Perform monthly call monitoring to
ensure quality, procedural and legal compliance.
July 2007 - March 2009 Citibank
Jacksonville, Fl
Diners Authorizations/CREW/NPSL Unit Manager
I took ownership of Diners Authorizations that migrated from Denver,
Colorado while managing a blended team of 18 - 25 associates. Took
responsibility for imaging of workstations, obtaining all entitlement, call
routing, training updates/changes, receiving of all manual reports,
receipt and verification of all documents shipped from Denver including max
notes, long term files and high balance files, setting up of
Dept/Functions, Queues, and Standards.
I established new queues for working the Diners High Balance process as no
queue existed previously. I prepared Sox flows for the Diners process. I
created, implemented and maintained CSA tracking mirroring the NPSL
process.
Handled the Diners Correspondence PO Box transfer to SD and had all
affected DCF letters updated.
Worked with Transaction services to create and implement the Diners
Embossing Process here in Jacksonville. When a foreign card member is
traveling the US, we are able to replace a lost, stolen or damaged card
here in Jacksonville.
Worked with the MIS group to establish Diners Champs reporting for MIS and
worked with Finance on work performed, volumes, locations, hours, phone
metrics, FTE, and cost center.
I accepted responsibility for managing the new Diners Authorization team. I
learned the process, supported staff, our clients and the franchise often
working long hours to ensure our success. I volunteered to change schedule
to support the business need. Team VOE score for Overall Satisfaction was
94%. This was the highest score on our team and 20.5% higher than the
overall team in CREW Jacksonville. This was accomplished while entrenched
in the Diners Migration.
Became SME for all Diners Authorizations related issues meeting weekly with
Diners policy to discuss and address all account questions/concerns and was
actively involved daily in responding to all account concerns for multiple
Diners clients.
April 2005 to July 2007 Citibank
Jacksonville, Fl
CREW/NPSL Unit Manager
Lead, coach and develop a blended team of 18-25 Credit Risk Early
Warning/No Pre-set Spending Limit (NPSL) Associates. CREW is a proactive
credit risk detection and control process, focusing on balance control and
pre-collection opportunities such as early stage credit abuse. Managed
agents responsible for identifying and controlling liability from credit
losses and reducing fraud losses from Customer Card products. Conducted
employee performance reviews and accountability plans. Monitored various
credit risk queue volumes. Monitor employee/team service and production
statistics daily and provide ongoing coaching and feedback along with
monthly call monitoring to ensure quality, procedural and legal compliance.
Completed Job requisitions and interviewed potential candidates. As SME
for both CREW and NPSL, participated in the NPSL/CREW audit review. This
contributed to the Satisfactory Audit Recommendation received by the
department. Team achieved a quality score of 99.62% which exceeded the
stretch goal of 99.50%. Obtained highest VOE score in CREW Jacksonville in
2007.
Sept 2002 to April 2005 Citibank
Jacksonville, Fl
Senior Credit/Risk Analyst/CREW
Responsible for identifying and controlling liability from credit losses
and reducing fraud losses from consumer card products. Handle
inbound/outbound calls to verify bank funds, communicate credit decisions
and adverse actions to customers. Perform judgmental reviews to determine
appropriate level of adverse actions and apply treatments to stop abuse.
Support multiple functions and products. Perform data entry and/or
processing duties. Mentor/Coach and give feedback to new staff.
June 2001 to Sept 2002 Citibank
Jacksonville, Fl
Senior Credit/Risk Analyst/NPSL
Responsible for identifying and controlling liability from credit losses
and reducing fraud losses from Customer Card products. Able to make sound,
on the spot decisions in a high volume customer driven environment. Verify
bank funds; communicate credit decisions and adverse action decisions to
customers via inbound/outbound calls. Perform account risk reviews for
credit abuse behaviors and tendencies. Determine appropriate level of
adverse actions and apply treatments to stop abuse. Perform judgmental
reviews to determine spending threshold limits. Approve/decline temporary
credit line increases based on an analysis of customer's credit worthiness.
Supported multiple functions and products. Performed data entry and/or
processing duties.
June 2000 to June 2001 Citibank
Jacksonville, Fl
Judgmental Credit Analyst
Demonstrated ability to process/approve /decline all judgmental queues.
Performed judgmental reviews to determine credit worthiness and credit line
assignments. Assessed potential risks associated with extension of credit.
Handled outbound calls to acquire income, savings, and investment
information. Provided feedback to non-judgmental associates. Side by side
trained non-judgmental associates. Supported multiple functions and
products. Performed data entry and/or processing duties.
Aug 1999 to June 2000 Citibank
Jacksonville, Fl
Credit Analyst Telephone Associate
Approved/Declined new account acquisitions based on credit worthiness.
Handled Inbound/Outbound calls for applications and decision of credit line
increases on customer's accounts. Demonstrated credit bureau proficiency,
good knowledge of Citisource, keyboard navigation, and systems.
Demonstrated ability to make decisions in a high volume, customer driven
environment. Demonstrated understanding of Federal Consumer Credit Lending
Laws and Privacy Promise.
Education
University of South Carolina 76 Credit
hours/Education
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