Quality Assurance Specialist

Madlyn A. Sculley

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

210-***-**** Mobile ***********@*****.***

SUMMARY

-Demonstrates strong leadership, motivational, and interpersonal skills and models these qualities to employees and other managers.

-Self-motivated, with the ability to prioritize assignments, manage multiple tasks simultaneously, meet deadlines and maintain confidentiality.

-Strong communication

-Ability to evaluate, prioritize and make informed decisions to ensure timely and accurate completion of tasks.

-Excellent coordination skills including problem definition and resolution, Vendor Management Skills, Procurement Controls.

-Process thinking/orientation and strong attention to detail

-Flexible to change in a multitask environment

PROFESSIONAL WORK EXPERIENCE

USAA May 2016-September 2024

Quality Assurance Specialist I/Workflow Coordinator

Manager: Jeannie Aguilar

-Performs ACH quality assurance audits and communicates results to all levels of management.

-Executes quality assurance with proficient knowledge of systems, legal/regulatory compliance, and internal processes.

-Analyze and interpret data to monitor trends

-Create new and update existing departmental procedures

-Coordinate with QA Specialists to ensure consistency

-Oversee ACH disputes, ACH Reimbursements and ACH stop payments, analyzing and identifying work items

-Provide feedback on audit results

-Assist management with urgent issues pertaining to consent order.

-Ensure regulatory adherence by lines of business supporting Reg E and Reg. Z.

-Serves as the liaison for external quality review vendor coordination and administration

-Consults with management on special audits studies and special projects

-Assist operational areas with validating data, identifying trends, and recommend changes to processes, procedures, policies, and training programs.

-Analyze and track error trends and recommend updates to policies, processes, and procedures

-Responsible for daily TCS work assignment.

-Responsible for the creating and updating the ACH EWL and DCC Master List.

-Responsible for monthly audit reporting

-Communicate with management on a weekly basis to provide observation and recommendations to streamline processes and improve procedures.

-Manage the assignment of work to team of 17 analysts

-Train TCS on assignment of work.

-Train co-workers on new functions such as Zelle and Stop Pays.

-Perform ATA’s on co-workers for Stop Pays, VOM and Recon.

-Continual learning through online and instructor lead courses

-Communicate with management on a weekly basis to provide observation and recommendations to streamline processes and improve procedures.

Citibank Consumer Banking Operations October 2013-April 2016

Senior Assistant to Client Services Senior Director

Manager: Tim Ashlock

-Provided executive-lead administration support for the Site President/ Sr. Director of Client Services and his direct reports with demonstrated ability to improvise, improve procedures and meet demanding deadlines.

-Scheduled meetings, prepare agendas, take and transcribed minutes,

-Arrange for travel, enter expense reports, coordinates conference rooms for training and special activities.

-Order/maintain equipment in working order, order office supplies, as well as supplies for copiers, facilities, and desktop support issues for 571 departmental employees.

Citibank Internal Fraud Department July 2012-October 2013

Internal Fraud Manager

Manager: Gerry Orton

-Responsible for the early identification of internal fraud cases, both retail and credit card, through analysis and identification of trends and behavior patterns

-Accountability for interfacing with field investigators, fraud policy, human resources and law enforcement agencies.

-Maintained confidentiality of cases and investigative procedures

-Proactively implemented fraud detection programs (based upon analysis and trends)

-Aggressively investigate fraudulent activity.

-Knowledge and use of MasterCard/Visa authorizations and security systems report

Citibank Legal Department March 2006 – July 2012

Litigation Senior / Paralegal

Manager: Polly Wagner

-Managed all workflow to the Litigation Support/Subpoena Compliance staff.

-Worked with business partners to ensure timely delivery of tasks.

-Applied knowledge of technical/professional principles and concepts to ensure team objectives are met daily.

-Provided guidance to staff based on their knowledge and understanding of departmental procedures and concepts. Ensure quality through random review of work and continuous feedback to management regarding quality issues/concerns.

-Investigated missing payments and investigate fraudulent activity/ process affidavits of forgery/fraud and handled escalated matters from non-Citibank attorneys, state and federal government, and clients.

-Support management team on high priority/high profile cases that require investigation.

-Handled extremely confidential investigations (regarding internal staff)

-Perform periodic quality tests on work completed by staff.

EDUCATION

Incarnate Word Academy High School - Graduated 1985

UTSA - Paralegal Certification Course - Graduated 2008

ACCOMPLISHMENTS

2013- CitiStar Award - Citi

2015- President Volunteer Service Award - Citi

2017- Pro Award – USAA

2018- PULSE Champion

2019- Pro Award - USAA

VOLUNTEER

-Dave Ramsey Financial Peace Coordinator

-Leader of PTO (Peel the Onion) Recovery Group at City Church

-Volunteer with the Strong Foundation

-Volunteer with the Food Bank

-Volunteer with Dunamis

SYSTEMS EXPERIENCE

- MS Office Suite - On Demand - Fraud Vision -Sawgrass

- EERs - COGNOS - ProDoc - Fastdata

- P2P - USAN - LexisNexis - NetX360

- Sales Force - Share Point - Zelle - KDIM

- VROL - Peoplesoft

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