Manager Management

Gracie Gallegos Capp

**** *. ****** **. ? Unit **1 ? Chicago, IL 60657

Home: 773-***-**** Mobile: 773-***-**** Email:

***********@*****.***

Professional Summary

An accomplished leader who performs well in a multi-national environment

and adept at managing operational units. Proven extensive management

experience in the banking back-office environment, possessing excellent

analytical skills and professional work ethic. Dedicated to the success of

the company's strategic corporate initiatives.

. Operations Management

. Process Re-engineering

. Performance Metrics Definition

. Strategic Planning

. Business Case Development

. Risk Management

. Customer Service Relations

. Associate Training & Development

. Relationship Management

. Consumer Products & Services

. Regulatory Compliance

. Communications

. Change/Project Management

Professional Experience

Bank of America (formerly ABNAMRO/LaSalle Bank) March

1989- November 2008

Chicago, Illinois

Vice President, Sr.Group Operations Manager October 2007

- November 2008

. Worked on the project consolidation/transition teams for the LaSalle

ATM's, Debit Card, Reg E Customer Claims conversions. Identifying

functions, applications, settlement, adjustments and general ledger

account processes. Managed & assigned resources on sub-project teams

for post ATM conversion support, development of interim procedures,

and handling of customer adjustments, in order to achieve a successful

transition of the functions from the LaSalle Bank (ABN AMRO NA)

platform to the Bank of America platform. In addition, worked on the

financial & DDA project transition teams for the LaSalle Bank systems.

. Continued to manage a unit consisting of multiple groups related to

the ATM/Debit Card settlement clearing, ATM/Network Adjustments and

General Ledger Reconciliation functions, with direct reports.

Maintaining high standards of operations of the daily functions.

Ensuring functions continue to meet conversions dates, and comply with

internal/external polices and guidelines, for a successful closing

down of the Chicago unit.

First Vice President, Operations Unit Manager

March 1989 - October 2007

. Management of 35-40 associates, including 7 FTEs off-shore (India), in

the ATM/Debit Operations Unit (back-office). Managing across multiple

groups responsible for the daily operations of General Ledger Account

Reconciliation, ATM/ Debit Settlement, Adjustment processing and

Compliance. Hiring, training development, review/compensation and

corrective action processes. Developed & implemented polices and

procedures to ensure all SLA, network guidelines and internal

compliance polices are met. Perform as relationship manager to all

related/ business support groups and clients.

. Proven success in key projects related to designing, improving system

functionality/efficiencies,

re-engineering processes, performed periodic risk management reviews,

optimizing efficiencies and productivity. Providing leadership and

subject matter expertise in key projects. Worked closely with the

technology team throughout the entire project life cycle.

. Facilitated and developed procedures for the India off-shore strategic

corporate initiative project. Identified and planned timelines for the

initiative that led to an overall savings of approximately $500,000

annually.

. Consistently met the company's budgetary yearly financial goals,

managing the monthly income and expense budget Compiling the annual

cost center's budgetary forecasting working in conjunction with senior

management and the financial coordinator.

. Achieved 100% audit excellence receiving the highest rating on 3

consecutive annual Operational & SOXA Audits. Ensured associates

completed mandatory risk management courses to meet the regulatory

requirements, fully understanding and incorporating practices into the

business workflow processes.

. Managed the SOXA project for the ATM settlement and Base24

Authorization systems. This included mapping out functions and

processes with a review of AIM policies. Additional responsibilities

included ensuring the accuracy of the data for the SOXA portals, and

conducting/approving quarterly reviews to meet critical timelines.

. Performed due diligence for the ATM units on various bank

acquisitions. Managed and met with acquired bank's leadership and

associates to ensure a smooth transition/conversion.

. Provided leadership and knowledge on ATM/Debit related projects and

new card products for the internal business partners, acting as

relationship manager to internal business partners and networks.

Provided support requirements, identified dependencies, testing and

validation, and changes/upgrades to authorization platform. Approved

change control for ATM/Debit related projects.

Gracie Gallegos Capp

Email: ***********@*****.***

ABN AMRO/LaSalle Bank, First Vice President, Operations Unit Manager

(cont'd)

. Managed and possess extensive knowledge of multiple units related to

the ATM areas; responsibilities include maintenance of the ATM B24

Authorization and Cardholder Management systems. Management of groups

across the ATM/Debit Settlement, ATM Balancing, Adjustment Processing,

GL Account Reconciliation, Cardholder Customer Dispute Claims,

MasterCard Chargeback Processing and Card Application processing, with

in depth knowledge of network rules, guidelines and regulatory

compliance.

W.N. Lane Inter-Financial Inc.

July 1978 - March 1989

(Holding Company for Pioneer Bank)

Chicago, Illinois

Supervisor

. Served in a leadership role for the ATM Settlement Centralization

project for four Lane banks (Lakeview, Northbrook, Northwest National,

and Pioneer). Responsibilities included meeting with the Finance

groups of the banks, outlining the project scope and timelines,

settlement process, systems requirements, staffing requirements,

training and execution.

. Supervised and managed a group of 20-30 associates for the Centralized

ATM Settlement & Card Services Support Group. Functions included ATM

customer dispute claims (RegE), ATM Card Management Services,

inventory management, ATM Settlement, adjustment processing, general

ledger account reconciliation and other projects related to the ATMs.

. Participated in user groups with the Cash Station/Money Network

committees.

. Reconciled and researched various areas such as teller proof work,

cash differences, DDA/SAV general ledger accounts, ATM balancing,

TM/Network settlement, ATM Card management, ATM customer dispute

claims, ATM Servicing (On Call) troubleshooting, ATM related projects

for the Centralized Process Control department.

. Assisted in the introduction to Spanish language ATM screens, ATM

installs, new transaction set, settlement design and development.

. Responsibilities included training new hires, closing of the tellers

and balancing the cash drawer, teller cash verification, cash vault,

opening and closing vault, assigning cash drawer to tellers and

approvals.

. Worked on the Teller line processing customer deposits and

withdrawals, check cashing, cashier check issuance and balancing.

Education

Vanderbilt University, Nashville, Tn. - BAI Graduate School of

Operations and Payments Diploma

Northeastern University, Chicago, Illinois -

Business Course

Technical Skills

Applications: MS Office Suite, MS Project, Crystal Reports, Visio, ACI

Settlement Manager 7.0, Base24 Authorization 6.1,

Vector4/Resolve Check, M&I Cardholder Management, ACH, Wires,

Infopoint, Concur, Kronos-Timekeeping, AVP

Networks: STAR, FDR, NYCE, MasterCard, Visa

Training

2001: ACI Trans24 Settlement System Course Certificate

2001: MasterCard University Debit Card Chargeback Processing

1995: MasterCard Operations & Analysis Review Certificate

1992: ACI Base24 Service Group Course Certificate

1992: ACI Tandem POS System Description Course Certificate

Languages

Fluent in Spanish

Web: http://www.linkedin.com/in/ggcapp

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