Administrative Assistant Manager
Resume:
Laura D. Ramirez
Belvidere, IL. 61008
***************@*****.***
Professional Summary:
To obtain a challenging and engaging position in an area which will also allow me an opportunity to work with a team of individuals to create a productive environment and successful work atmosphere.
Skills:
I am able to coach, mentor, train and lead employees based on each individual’s personality and performance. Experienced organizational and communication skills. Creative problem solver, team player and leader. Promote positive morale and motivation skills. Possess strong written and analytical skills. Able to multi-task and work in a high volume environment. Strive for continued improvement. Receptive to learning new skills or trait.
Experience:
JPMORGAN CHASE/CHASE CARD SERVICES, ELGIN, IL (SEPT. 2000- JULY 2016)
Investigation Specialist
Fraud Compliance Operations & Investigations (April 2014-June 2016)
Successful in completing quality reviews on 100% of Fraud Operations Suspicious Activity Reports
that will be filed with Financial Crimes Enforcement Network to ensure and adhere with internal bank policy and regulatory requirements.
Key Responsibilities and Accomplishments:
•Quality Assurance review on high dollar fraud claims
•Complete quality forms on government filings.
•Provide feedback and coaching opportunities identified during reviews
•Identify filling error trends, opportunities, and procedure enhancement to reduce errors and improve quality.
Dedicated Program Coordinator
Commercial Card Services (March 2012-April 2014)
Responsible in managing an assigned portfolio of large corporate clients with a minimum annual spend of $25MM. Successful in retaining 100% of clients assigned to me by providing exceptional service.
Key Responsibilities and Accomplishments:
•Led and assist Program Administrators with decision making and problem resolution skills.
•Offer best practices and continually develop solutions for clients needs,
•Administer various reports for clients on a daily, weekly and monthly basis.
•Build and establish positive rapport and strong relationships with clients.
•Possess strong attention to detail and multitasking skills.
•Successfully monitor department’s daily service levels and scheduled adherence.
•Point person for coaching and assisting with proper phone etiquette.
Team Manager
Fraud Recovery (Sept. 2005-Feb. 2012)
Successfully led and managed a team of 20 Fraud Analysts who work with customers to resolve their fraud claims. Successful in recovering revenue for the bank.
Key Responsibilities and Accomplishments:
•Successful at training, coaching and developing new and existing employees,
•Perform three quality audits on each analyst every month.
•Review the team's Customer Satisfaction Surveys on a monthly basis.
•Manage analyst performance on a monthly basis to ensure departments standards and metrics are being met/exceeds including monthly scorecard ratings.
•Present Performance Improvement plans/termination,
•Implement and assist with new hire orientation,
•Approve employee time cards, approve vacation, personal and sick time.
•Facilitate weekly team meetings.
•Assist analysts with escalation calls when speaking with customers, merchants or suspects.
•Aide in decision making skills pertaining to complex fraud cases.
•Focus on employee morale & motivation. Create superior customer and employee satisfaction.
•Manage department’s service levels and scheduled adherence.
•Assist in managing department’s policies and procedure.
•Complete all projects, tasks and reports assigned within timeframes.
Assistant Supervisor
Fraud Inbound Call Center (Sept. 2002-Aug 2005)
Responsible for leading and assisting a team of 12-18 Fraud Inbound Analysts who assist customers to verify recent credit card activity. Successful at mitigating potential fraud loss.
Key Responsibilities and Accomplishments:
•Lead and facilitate team meetings in manager’s absence.
•Assist in training, coaching and developing new and existing employees.
•Implement and assist with new hire orientation.
•Assist analysts with escalation calls.
•Manage analyst performance on a monthly basis to ensure departments standards and metrics are being met/exceeds
•Provide ongoing coaching to enhance or improve employee’s performance.
•Prepare daily, weekly and monthly stats regarding team performance.
•Conduct monthly audits on employees.
•Actively manage department service levels and scheduled adherence.
Fraud Analyst
Fraud Inbound Call Center (Sept 2000-Aug-2005)
Responsible to assist customers to verify recent credit card activity
Key Responsibilities and Accomplishments:
•Able to work in a high paced call volume environment
•Possess strong decision making skill when analyzing customer’s credit card activity.
•Display proper phone etiquette and professionalism when speaking with suspected perpetrators.
•Able to meet or exceed department’s month’s standards and metrics.
Farmers Insurance Group, Elgin, IL
Insurance Agent (May 1995- March 2000)
Administrative Assistant (Aug 1987-April 1995)
Assisted and successfully operated an Insurance Agency selling Auto, Home, Health, Life and Commercial Insurance.
Key Responsibilities and Accomplishments:
•Licensed to sell Property, Casualty, Life and Health Insurance.
•Successfully assisted all existing customers with the servicing of their policies.
•Cold calling and cross selling.
•Developed a marketing campaign.
•Advertised to both the general public and business franchises.
•Managed, coached and developed an administrative assistant.
Education:
High School Diploma
Dundee-Crown High School (June 1986)
Carpentersville, Il, 60110
Software knowledge:
●Microsoft word
●Microsoft excel
●PowerPoint
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