Difezi Andre Tchedre

Cell: +1-240-***-**** Email: adkeob@r.postjobfree.com LinkedIn URL: Difezi A Tchedre

PROFESSIONAL EXPERIENCE

·Experienced process management professional with proven results in audit preparation, risk analysis, process improvement and building controls to manage third party relationships.

Microsoft Office (Access, Excel, PowerPoint, Word, Outlook, Visio, OneNote)

Business Process Management tools (BPM, DMAIC Six Sigma)

Operations Analysis & Visual Management

Quality assurance

EXPERIENCE AND ACCOMPLISHMENTS

CAPITAL ONE BANK, USA 2013 TO 2020

RISK SPECIALIST OPERATIONAL & COMPLIANCE RISK MANAGEMENT 07/2018 – CURRENT

·Drove appropriate action to redesign and improve the product risk assessment program to allow for comprehensiveness, flexibility as well as user guidance and accessibility.

·Participated in the development of the new and improved risk assessment tool that is used by all lines of businesses at Capital One Bank for the execution of the annual product risk assessment. Pressure tested the tool using live data to analyze how and if every product across all lines of businesses fit into the tool.

· Created a design thinking environment by leveraging visual management, process improvement tools and hosting multiple empathy sessions to create a program that is a customer back design

·Built a Quality Assurance template utilized to validate the completion and accuracy of the Capital One Process Risk Assessment (Critical Business Processes) submission by all lines of businesses.

BUSINESS PROCESS ANALYST LOYALTY REWARDS OPERATIONS 03/2016 – 07/2017

·Performed audit and managed multiple control programs that are submitted yearly to the Capital One system of record. Trained associates on the Monthly, Quarterly & Yearly risk controls for Branded and Partnership accounts.

·Calculated the Net Promoter Score (NPS); researched and analyzed NPS Verbatim to identify trends in customer preferences about the Capital One Reward features and system issues on the website.

·Managed Social Media Alerts tracker to research interactions across feedback channels and to identify continuous improvement opportunities.

·Managed the research of complaint calls and the meeting preparation of the Executive Call Monitoring session and the Loyalty Monthly Complaints Forum

PROCESS CONTROL ANALYST RISK & CONTROL GOVERNANCE 08/2015 TO 03/2016

·Developed and managed the Monthly Operational Review (MOR) and the Weekly Metrics Dashboard for socialization to our executives. Created a visual management board to showcase control outputs health and status

·Subject Matter Expert (SME) in building Controls using Scrum and Agile framework for the Capital One U.S. Card partnership portfolio. Developed control narratives and control documentations for some the Capital One partners such as Costco Canada, Neiman Marcus and Saks to meet audit expectations.

·Performed Test Triage on new Control scripting output before granting approval for Go-live into a production environment. Ensured the control output not only met the requirement but also addressed the risks identified

·Managed Triage/ validation output across all 6 partners and 24 partnership controls to ensure evidence is being stored correctly for audit purposes.

SR. PROCESS COORDINATOR PRODUCT SERVICING 07/2013 TO 08/2015

·Key member of the team that contributed into the Adequacy passing grade of the External Federal Audit

·Developed an Aging report for the Product Servicing group to showcase the daily business health and whether we are meeting business expectations or Service level agreement (SLA’s).

·Performed Debt protection adjustments on customer accounts after the adjudication process had been finalized, re-aged and sent requests to update Credit Bureau Report, as needed.

·Performed triage and remediation actions on both Capital One Branded and Partnership accounts.

·Identified and resolved gaps as a part of process improvement

LANGUAGES

English – Fluent

French – Fluent

Ewe - Fluent

Spanish – Basic Level

EDUCATION

BACHELOR OF SCIENCE 05/2015 WILMINGTON UNIVERSITY

·Major: Business Management

BUSINESS PROCESS MANAGEMENT CERTIFICATION (BPM) 11/2016

·Process Excellence Certification

REFERENCES

Reference Available upon request

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