Customer Service Manager
Resume:
Charles Burkhart
Amherst, NY 14228
Cell: (515) 422 - 1717
**********@***.***
OBJECTIVE: Manager Financial / Customer Services
EXPERIENCE:
January 2012 - Present VP, Fraud Risk Management and Strategy Sr. Manager
Buffalo, NY
Direct all facets of Fraud Risk Management group including credit, debit,
commercial and purchase card fraud; DDA fraud; cyber fraud; elder abuse;
mortgage and indirect lending fraud.
Directed all aspects of fraud risk management associated with acquisition
of HSBC portfolio and subsequent migration of credit card portfolio to new
vendor, FDR.
Manage execution of strategic initiatives aimed at improving operational
efficiency through the use of technology and process enhancements.
Support and lead change in dynamic operating environment, adjusting focus
according to shifting priorities and rapid
change while gaining the confidence and trust of key stakeholders and board
members.
October 2011 - January 2012 Heitmeyer Consulting (First Niagara Bank)
Buffalo, NY; Fraud Consultant
Partner with Financial Institution clients to develop and assist with
implementing process improvements.
Assist clients with achieving organizational goals through implementation
of best practices and
development of innovative strategies applied toward core processes.
Assist with improved key metrics, capacity planning and operational
reporting.
Manage execution of strategic initiatives aimed at
improving operational efficiency through the use of technology and process
enhancements.
Support and lead change in dynamic operating environment, adjusting focus
according to shifting priorities and rapid
change while gaining the confidence and trust of client partners.
September 2008 - October 2011 SHAZAM, ITS Inc.
Des Moines, IA; Fraud Operations Manager
Direct all facets of 24 hour, 7 day per week Fraud Operations department
for
financial institution customers card holder accounts including management
of Strategy and Fraud Operations Team.
Responsibilities included development and implementation of
all departmental policies, hiring and training of all Fraud Detection
staff.
Manage operating expenses to ensure all departments remain within assigned
budgets.
Ensure achievement of various departmental metrics as stated in partner
Service Level Agreements.
Lead change in dynamic operating environment, adjusting focus according to
shifting priorities and rapid
change while gaining the confidence and trust of direct reports.
February 2008 - September 2008 World's Foremost Bank
Lincoln, NE; Fraud Manager
Direct all facets of Fraud Detection Operations for
Cabela's Club Visa accounts including management of Strategy and Fraud
Detection Teams.
Responsible for migration of Fraud Detection processes from
FDR to newly created in-house team.
Responsibilities included development and implementation of
all departmental policies, hiring and training of all Fraud Detection
staff.
Manage execution of strategic initiatives aimed at
improving operational efficiency through the use of technology and process
enhancements.
Manage operating expenses to ensure all departments remain within assigned
budgets.
July 2006 - September 2007 Wells Fargo Card Services
West Des Moines, IA; AVP, Fraud Prevention Manager
Direct all facets of Fraud Prevention Operations across two
sites (West Des Moines and Concord, CA)
including management of Strategy and Fraud Detection Teams.
Direct, manage and develop two levels of
exempt employees as well as non-exempt employees across both sites.
Develop, monitor and adjust annual capacity
and staffing plans to ensure stated operating budgets are met.
Manage operating expenses to ensure all departments remain within assigned
budgets.
Ensure achievement of various departmental
metrics as stated in partner Service Level Agreements.
Serve as Vendor Manager for external business partners.
October 2003 - April 2006 Citibank, N.A.
Hagerstown, MD Citibank N.A Vice President, Fraud Early Warning
Direct activities of 120 Fraud Early Warning Associates
across two sites tasked with detecting fraud, assessing
risk and taking appropriate action in order
to minimize fraud losses while enhancing the customer experience.
Manage execution of strategic initiatives aimed at
improving operational efficiency through the use of technology and process
enhancements.
Develop, monitor and adjust annual capacity
and staffing plans to ensure stated operating budgets are met.
Ensure achievement of various departmental
metrics as stated in partner Service Level Agreements.
Support and lead change in dynamic operating environment,
adjusting focus according to shifting priorities and rapid
change while gaining the confidence and trust of direct reports.
July 1991- October 2003 Ford Motor Credit
Downers Grove, IL (Chicago Commercial Lending) Branch Operations Manager,
4/03 - 10/03
Managed Customer Service, Collections, Administrative and
Credit operations for Chicago Commercial Lending Branch.
Primary responsibilities involved collecting on branch
receivables while minimizing branch losses, maximizing the
customer experience, branch profitability and ROI.Managed
team to earn Distinguished Achievement Award
for excellence in overall branch operations.
Omaha, NE (National Customer Service Center) Center Operations Manager,
11/99 - 4/03
Direct the activities of 5 customer service teams (approx
100 employees) responsible for handling inbound customer
service and collections (prime and sub-prime) related calls.
Develop quarterly businesses plans and provide leadership
to ensure group achieves business plan
objectives, maximizing group efficiency and company profitability.
Identify and handle all HR issues efficiently and according to prescribed
guidelines.
Manage group that achieved highest year-end
Customer and Employee satisfaction index numbers for past 3 years.
Managed team that won Ford Credit President's Award for
excellence in Customer Service and Employee Satisfaction.
Certified Six Sigma Greenbelt.
Cincinnati, OH (Sales/Collections Branch)
Customer Service, Credit Manager, 6/97 - 11/99
Managed Customer Service, Collections,
Administrative and Credit operations for Cincinnati Sales Branch.
Primary responsibilities involved collecting on branch
receivables while minimizing branch losses,
maximizing the customer experience, branch profitability and ROI.
Managed team to earn Distinguished
Achievement Award for excellence in overall branch operations.
Huntington, WV (Sales Branch) Dealer Account Manager, 5/96 - 6/97
Maintained business relationships with assigned dealers
while focusing on increasing branch market share and profitability.
Established new business relationships with non-wholesale Ford and non-Ford
dealerships.
Supplied dealers with necessary updates on
procedural changes and analyzed trends for dealer improvement.
Increased contract volume and market share
by 25% for assigned territory in first year of assignment.
Huntington, WV (Sales Branch) Credit Analyst, 5/95 - 5/96
Analyzed current, historical and projected financial data
to determine repayment capacity on consumer credit offerings.
Performed wholesale audits on floor plan
dealerships in order to reconcile dealer inventory.
EDUCATION: B.S., Criminal Justice, University of Maryland, College Park,
MD, 1990
MS in Economic Crimes Management, Utica College, NY; Anticipated graduation
date TBD, currently 3.85 G.P.A.
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