Manager

ERIN VAN AUKEN

**** ********* *****

813-***-**** Land O'Lakes, FL 34639 *********@*****.***

Career Summary

A proven business professional with over 15 years of experience including:

Leading high performance teams

Mentoring and management of direct reports in order to develop their professional skills

Development of reporting, procedures and other data analysis and training tools

Professional Experience

FIS, St. Petersburg, FL 2007-Current

Manager – Merchandising - April 2010- Present

Responsibilities

Work with custom and strategic clients to ensure all aspects of their program are up to date as well as assisting with implementation of new products and services.

Client consultations of new award offerings

Responsible for selection of monthly promotional items, general assortment additions, replacements and pricing of all items.

Responsible for review and update of all weekly and monthly reports to ensure correct billing to FIS and clients as well as tracking of redemption data.

Creation of ad hoc reports for senior leadership and clients

Management of all vendors to ensure all established SLAs are met and maintained

Ensure escalations are resolved in a timely manner for the best outcome to FIS, clients and vendors.

Project management tasks as subject matter expert

Liaison between the operation and legal department facilitating contract changes and other requests.

Travel to vendor locations to confirm processes and product quality.

Creation and maintenance of all documentation

Completion of RFP documentation

Manager - Chargeback Services -October 2007-April 2010

Responsibilities

Coordinate project plans for client migrations to ensure successful transition

Resolve escalated client concerns

Responsible for direction and coordination of teams across multiple sites (domestic and foreign)

Creation and management of Disaster Recovery plans

Manage Operations Analysts and another analysts within the department

Facilitate training classes both within the department and across business lines

Manage all facets of Support operations including development and coaching for all direct reports

Lead monthly budget forecast, overtime forecast, loss analysis and overall departmental review

Develop and execute to all department business plans and goals.

Ensure all necessary process controls are in place to mitigate risk while maintaining compliance with regulations.

Manage office supply inventory and invoicing across multiple sites.

Create all department training materials, process work flows, procedures and process documents.

Member of FIS Cares Community board

ERIN VAN AUKEN Page 2

Manager-Merchant Chargeback Services-January 2008-April 2010

Responsibilities

Provide resolution of escalated merchant and merchant bank issues

Partner with QA team to create and implement quality monitoring program for associates.

Manager- Recovery Chargeback Services- August 2008- August 2009

Responsibilities

Selected as interim Manager during a period of extremely high case volume.

Team returned to in- standard (13 days to process) from over 20 days to process

Ensured all processes were standardized in order to comply with credit card regulations.

HSBC Mortgage Services, Brandon, FL 2005-2007

Manager-Regulatory Controls and Payoffs-January2007-October 2007

Responsibilities

Coordinated meetings of Service Release/ Loan Sale process to ensure successful transfer of loans and all related documents and reports

Managed all processes related to service fee table update and maintenance.

Owned all aspects of the Usury process including the creation and maintenance of all usury reports, Excel calculators, compliance to all state and federal regulations, coaching and performance reviews of direct reports, and recap of monthly audits to senior management.

Managed IRS tax process that included annual testing to ensure all IRS forms are processed correctly. Ensured department obtained Satisfactory (highest rating) audit finding results in all managed areas for 2006 internal audit.

CIRF Certification

Additional Experience

Operations Analyst, HSBC Mortgage Services-April 2006-December 2006

Quality Auditor/Trainer, HSBC Mortgage Services-February 2005-April 2006

Chargeback Associate, Capital One-October 2000-January 2005

Customer Relations Associate, Capital One-July 1999-October 2000

Professional Development

Train the Trainer; Coaching to Improve Performance; Behavioral Interviewing; Patriot Act training; Anti Money Laundering training; Positive Workplace Environment; Workplace Violence Training; Regulation Z & E; VISA Regulations; MasterCard Regulations

Technical Skills

Microsoft Word; Excel; Access; PowerPoint; Adobe Pro; MS Project; Visio

Education

Associate of Science, Office Management, Hillsborough Community College Tampa, FL

Associate of Arts, Liberal Arts, University of South Florida Tampa, FL

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