ARACELI PENA

***** *****, *** *******, ***** ****9

210-***-****

acz6rh@r.postjobfree.com

VICE PRESIDENT OF OPERATIONAL RISK MANAGEMENT

QUALIFICATIONS PROFILE

Methodical, results-driven, and performance-focused professional with extensive experience in operations management, fraud evaluation and mitigation, project administration, and business and system analysis. Accustomed to utilizing first-rate leadership aptitude in managing teams to enhance process, optimize productivity, and boost efficiency. Known for analytical, problem-solving, and critical thinking skills with proven ability to keenly analyze issues, formulate strategic action plans, and resolve complex situations. Equipped with articulate communication and interpersonal skills in building positive work relationships with professionals of all levels; bilingual in Spanish and English.

AREAS OF EXPERTISE

Six Sigma Methodologies

Agile Product Development

Team Leadership and Collaboration

Quality Assurance

Risk Analysis and Control

Strategic Planning and Implementation

Rapid Conflict Resolution

RELEVANT EXPERIENCE

FROST BANK, SAN ANTONIO, TX (2004–PRESENT)

Vice President of Operations – Fraud Prevention Strategies and Fraud Event Response Management 2014–Present

- Evaluate trends; maintain and update plans; coordinate changes, concerns, and fraud needs with c-level executives; and manage vendor selection as well as fraud analytics

- Lead several operations leadership teams in carrying out large corporate initiatives through keen oversight of operations and strategies in financial matters

- Maintain close communication with chief executive officers, chief financial officers, and chief technology officers to support long-term financial stability and provide timely, data-driven, actionable recommendations

- Collaborate with major stakeholders to ensure seamless operations of teams consisting of over 100 employees

- Provide key objectives to the Board of Trustees concerning resource management, policies, and leadership mentoring

Key Highlights:

> Successfully formulated and implemented fraud prevention strategies, which produced the following results:

- New account openings through online and mobile application, which increased by 12%;

- Debit card transaction loss mitigation and reduction from 2% to 0.5% with minimal cost to the bank; and

- Digital transactions through mobile application, ATM, and online with an average of $212M in transactions with less than $40K in losses for three consecutive years

> Instituted and supervised the Fraud Event Response Team accountable for dealing with external and internal breaches

> Conceptualized a system that mobilized a cross-function team to work on root cause analysis, resolution, and deployment

Digital Operations Analyst Aug 2012–Aug 2014

- Oversaw eFraud Program Management to guarantee effectiveness of fraud prevention rules and processes

- Reviewed and coordinated operational effectiveness through documentation of key system’s results

- Maintained online and mobile access agreements were updated and ensured compliance-driven changes were accurately documented

Key Highlights:

> Pioneered the facilitation of quarterly meetings with c-level executives, which is over three years now in the production to discuss fraud strategy development

> Generated processes to evaluate, document, and coordinate the risk for each online product, as well as streamline operation in production

> Developed reporting strategies, which were widely implemented and utilized since 2012

Lead Web Analyst Apr 2008–Aug 2012

- Introduced process to disseminate business requirements across several lines of business

- Presided over meetings to ensure online defects were resolved

- Supervised and trained web analysts on latest programs and development styles

Key Highlights:

> Launched a centralized business rule documentation and release management process, which efficiently delivered a consistent product to the customer

> Initiated the change processes and assisted to the change product development from Waterfall to Agile product management

> Strategically directed Project Team of 10 members in delivering several customer facing feature including mobile check deposit, which became the largest check deposit channel for the financial institution

Web Analyst and Project Manager Apr 2005–Apr 2008

- Optimized operation, usability, and content of Frost Bank online services and recorded use cases, which included business requirements, workflows, and wire frames

- Performed research and competitive evaluation to identify best business method for online functionality implementation

- Acted as project manager in charge of administering time management for Products and Service Deploy teams and guaranteeing successful completion and customer satisfaction

Key Highlights:

> Instituted a token security process for online commercial product which has over 50,000 active user

> Oversaw digital loan payments project, which contributed in enhancing payment transaction of over 17,000 and attained 20% adoption of all loan payments

OTHER EXPERIENCE

FROST NATIONAL BANK, SAN ANTONIO, TX

Personal Banker

BUNKER HILL ASSOCIATES, HOUSTON, TX

Business Translator

EDUCATION

Bachelor of Arts in Economics, Minor in Business

University of Texas at Austin, Austin, TX

Graduated summa cum laude

PROFESSIONAL DEVELOPMENT

Agile Training Six Sigma Project Management Fraud Analytics

ACTIVITIES

Member, Fundraising Lead, Nominating Committee Leader, and Family Endeavors Chair – Junior League of San Antonio

Leader – Nominating Committee and Family Endeavors Chair

TECHNICAL ACUMEN

Microsoft Office (Word, Excel, and PowerPoint), Project, and Visio Xpert Client Axure Rally ESRI Paisley

Frost Bank Systems (LSFX, IMPACS, RM, ILT, IBSS Tool, LINKS, Rally, and Serena) Visa DPS LINKs/ARGO BWise

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