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Manager Customer Service

Irving, Texas, United States
August 07, 2019

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Deborah A. Booker

**** **********, ******, ** *****

Cell# 469-***-****

OBJECTIVE: Seeking a career-oriented position utilizing acquired professional experience to enhance, develop, and implement skills in, Leadership, Compliance, and Customer Service


Managerial Skills:

Make decisions in a timely manner

Construct compelling development plans and execute them

Good at establishing clear directions

Provide complete and actionable positive and corrective feedback

Understand how to combine tasks into efficient work flow

Communication & People Skills:

Consistently maintain a positive attitude and enjoy helping people

Approachable and very effective working with people of different backgrounds

Accurately record, remember, and verbally communicate very detailed information

Deal with situations in a firm and timely manner

Can negotiate skillfully in tough situations with both internal and external groups

Tolerant with people and processes; sensitive to due process and proper pacing

Organization & Time Management:

Produce quality work even when under extreme time pressure and deadlines

Proven ability to understand and follow complex instructions to successful conclusions

Many years of experience successfully managing and organizing personal time and workload


Internal Control/Compliance/Operational Risk/ Human Resource Governance Risk & Compliance Santander 2010-April/2019

During my employment with Santander I have supported, Internal Control, Compliance, and Operational Risk. I am a currently member of the Human Resource Team- HR Governance Risk & Compliance

Main functions:

Liaison for the Human Resource department

Issue Management

Vendor Management

Business Continuity

Policy Administration

RCSA (Risk Control Self-Assessment):

Control Testing ( RCSA/SOX)

Record Management


Audit /Test Request Management for: Internal/External Audit, Internal Controls (SOX), Process Walkthroughs, and Compliance Testing Units (CTU)

Experience with:

Reporting for the Operational Risk; Monthly Loss Report, Monthly Aging Report, Operational Risk Committee, ERM Committee dashboard, SHUSA/SC Reports, Management Status, and Ad Hoc reporting

Quality Control/Quality Assurance aspects of the department for Supplier Oversight, Risk, and Payee Setup

Creating and maintaining Policy\Procedures\Job Aids\Standards/Framework

Performing Gap Analysis

Operational Risk Change Management

Risk and Control Self- Assessment (RCSA)

Control Indicators measurements

Enterprise Risk Management (ERM) control testing-Control design/Test of Effectiveness\Findings

SOX/Internal Controls and Testing

External auditors (Deloitte) with the Statement on Standards for Attestation Engagements (SSAE 16)

Internal Audit Recommendations Follow Up’s. To ensure the remediation activities documented by

the audited business address Internal Audit’s findings, Internal Control will test or review (as

requested by Internal Audit) evidence provided by the business. Prepared written reports on

examination findings and recommendations

Served as a liaison between the business and Internal Audit to ensure planned remediation activities meet the requirements specified by Internal Audit and is implemented on a timely basis

Support the Internal Control SOX team in providing assurance that proper controls are in place including financial reporting, operational efficiency, and regulatory compliance. I assist with validations conducted through independent audits including USA SOX, SOC1, SOC2, and ICM. Additional I assisted in walkthroughs conducted with the control owners, the assurance the sub processes are accurate and correctly documented, testing of the controls, and certifications

Working knowledge of the following policies and regulations; FDCPA, GLBA, UDAAP, FCRA and FACTA, Identity Theft, Global Privacy, BSA/AML/OFAC, ECOA (Reg B), TILA (Reg Z), FTC Credit Rules, E-Sign (etc.)

Monitoring the Change Advisory Board meetings to assist the Internal Control department in keeping current on any change request that are submitted that could potential impact the department

Excel, Microsoft, PowerPoint Archer, PeopleSoft, Catalyst, MySup, Cars, Pacer, Verne (Control Mart), Concur, Coral, and Optika

Citigroup /CitiFinancial Auto 1995-2010

Operations Control CitiFinancial Auto

Identify control weaknesses and develop recommendations that remediate them, while adding value to the business area by increasing efficiency and/or economy where appropriate

Establish processes

Communicate findings/concerns, both verbally and in writing

Establish and execute query criteria needed for purposes of compliance or target analysis for the development of compliance reporting

Perform compliance monitoring

Process reports to monitor the completion of department responsibilities and monitor statistics to ensure department goals are met

Review client complaints for coaching and development opportunities

Conducted Borrowers Services process timings to assure CAP plan is capturing all functions and efficient departmental headcount

Provide client service by resolving escalated calls issues

Conduct cost benefit analyst for COB plan.

Direct involvement with the TCS offshore group training, updates, and VOE.

Operations Manager

Responsible for the success of 12-20 call center representatives handling a variety of functions, including damaged and total loss vehicles, collateral protection insurance and substitution of collaterals

Maintained reports to monitor the completion of department responsibilities and monitor statistics to ensure department goals are met. Review client complaints for coaching and development opportunities

Maintained accurate attendance records, as well as deliver monthly scorecards, create monthly schedules, and administer daily workflow. In addition, researched and corrected account anomalies

Conducted QC on account quality and IB/OB call quality

Responsible for all HR and Compliance related issues in department, including annual Voice of the Employee survey and Monthly Suggestion Box feedback

THD Commercial Account Manager

Responsible for account management of a specific group of high profile customers requiring high priority, individualized attention

Full account management, including handling customer inquiries, collecting on delinquent invoices, maintaining customer relationships, researching disputes, payment application and interaction with credit related to credit-line management

Assisted in the assurance of compliance with company and credit policies, department goals, standards and audit procedures. I specialized in government accounts and policies

Security Fraud/Credit Card

Assisted in the integration of the new Lead/Quality Assurance process for the Security/Fraud department allowing fraud detection

Worked with local authorities during fraud investigations

Conducted training session on the new fraud detection system

Keep current on fraud trends enabling me to identify fraud trends and place holds on accounts to possible minimize company loss

Processed monthly quality scorecards as well as daily department statistics. Reviewed customer complaints and resolved customer issues.

Familiar with the Credit Card Accountability, responsibility, and Deception Act, Truth In Lending, Fair Credit Reporting, Fair Credit Billing, Equal Credit Opportunity, Right to Financial Privacy, Fair Debt Collection Practices Act, Unsolicited Credit Card Ac,t Bankruptcy reform Act, Electronic Fund Transfer Act, Federal Trade Commission Credit Practices Rule, Regulation AA unfair or Deception Act or Practices, Identity Theft and Assumption Deterrence Act, and Service members Civil Relief Act .


Nimitz High School Irving, Texas Graduated: May 1973


Dale Carnegie Dallas, Texas DDI Certification

Assertiveness Courses Irving, Texas Partners of Accountability

Operational Auditing Las Vegas, Nevada

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