Digital Marketing Scrum Master

Sharron Moore, CSM

Parkville, MD 347-***-**** *************@***.***

Objective

·A strategic analyst with over 10 years of experience in customer service, analytics, and resolution and over 6 years in the banking industry

Education

CERTIFIED SCRUM MASTER SCRUM ALLIANCE

BACHELOR OF ARTS FAYETTEVILLE STATE UNIVERSITY

·Major: English

·Minor: Mathematics

MASTERS OF SCIENCE COLUMBIA SOUTHERN UNIVERSITY

·Major: Organizational Management

·Minor: Finance

Areas of Expertise

·Familiarity with the types of documents used in banking environment

·Excellent knowledge of MS Office suite and business software applications

·Sound knowledge of business and documentation procedures

·Familiarity with company policies and procedures

·Skilled in editing and formatting company forms, documents, and contract

·Fraud Analytics

·Develop visualization dashboards and indicators that identify anomalous

Experience

SENIOR BUSINESS ASSOCIATE-UAR CRM T. ROWE PRICE MAY 2023-PRESENT

·Monitor digital channel analytics and drive strategies to improve visitor engagement and conversion; regularly share web and app trends and reports

·Support regular content and offer updates across digital channels

·Actively manage project deadlines and deliverables within Digital Marketing

·Partner with Enterprise Brand Marketing, Regional Marketing, and Media teams to ensure multichannel alignment for campaigns and initiatives

·Support the goals of Digital Marketing to support the needs of the business and collaborate on building out additional digital capabilities and functionality

·Manually update user access to Organization-specific applications

SENIOR OPERATIONS ANALYST-INVESTIGATIONS GUIDEHOUSE APRIL 2022-MAY 2023

·Responsible for serving high net worth clients in problem-solving their issues to ensure daily complex transactions process smoothly, accurately, and efficiently.

·Reviewing reports, daily reconciliation and participate in special projects with met deadlines.

·Escalating client Issues or requests that may involve service partners to complete transactions

·Responsible for handling time-sensitive and crucial issues within different time zones and EB-5 clients,Reviewing analyzing documentation following back office procedures for new/existing clients when opening the business, personal, and ed accounts and mitigate know your customer (KYC) along with customer identification program (CIP).

·Processing /verifying incoming and outgoing wires transfers including wire returns, fraud guard, non-post. loan payments, advances, research, and adjustments Ensuring required documentation retrieval for completion of transactions.

·Completed SOPs for internal departments and hospital systems

·Edited and published SOPs for departments and firm use for training materials

LEAD SPECIALIST-FRAUD DETECTION KEYBANK DECEMBER 2021-APRIL 2022

·Perform detailed analysis on depository accounts that appear to have activity that would support suspicions of deposit fraud or counterfeit check activity and provide detailed documentary evidence to support findings.

·Take precautionary measures on accounts and/ or transactions to mitigate risk to KeyBank and/ or Key Bank clients and provide direction to all lines of businesses supported by Fraud Services

·Communicate information on deposit fraud suspects to account relationship officers, corporate investigations, and area management

·Document daily review and analysis of suspect transactions, providing area management with reports recapping current efforts.

·Obtain and provide detailed documentary evidence to support confirmed fraud activity.

·Maintain ongoing communication with internal and external clients regarding associated account resolution.

·Other specialized tasks when required.

FRAUD WATCH ANALYST NOBLIS OCTOBER 2019-PRESENT

·Triage and Interpret system logs

·Detect fraud through analytic methodologies

·Collaborate with the Cyber Fraud Watch and Monitoring Tool Developers

·Recommend improvements for the detection of fraudulent behavior through the analysis of data from many disparate sources

·Collect and analyze large volumes of financial data for potential fraud

·Recognize patterns of fraud and suggest new methods of detection, mitigation and prevention

·Cybersecurity Analytics

·Develop visualization dashboards and indicators that identify anomalous activities

·Understand business processes and synthesize potential fraud scenarios and risk indicators

UNEMPLOYMENT CLAIMS ADJUDICATOR STATE OF MARYLAND/ALORICA JANUARY 2021- DECEMBER 2021

·Triage and Interpret system logs

·Reviews unemployment claims against program eligibility requirements by comparing claims to state and federal guidelines regarding the program.

·Determines claimant's eligibility (non-monetary determination) in accordance with guidelines for benefit administration.

·Interviews claimants in person, by telephone or by mail in order to make determinations of eligibility.

·Interviews and corresponds with employers in person, by telephone, or by mail to gain information and distinguish the facts relevant to making eligibility determination.

·Explains determinations to claimants and employees citing state and federal regulations along with important facts in the case.

·Explains appeals process to claimants and employers so they may be aware of their rights; take appeals and refer to Appeals Section; attend appeals and testify as a witness.

·Lends technical guidance to claims processors; may also train and assign work.

·Sets up overpayment process; interviews claimants receiving overpayments to arrange for recoupment of funds; arranges payment program; notifies Overpayment Unit; tags overpayment files for recovery of payment in future unemployment claims when claimants fail to make restitution or cannot be reached.

·Takes and processes claims in peak periods.

·Responds to routine telephone inquiries from claimants, employers, and general public such as unemployment check mailing date, how to file for unemployment benefits (procedural questions).

LEASE/RETAIL DOCUMENTATION ANALYST J.P. MORGAN CHASE DECEMBER 2015 – OCTOBER 2019

·Review and assess accuracy of customer/dealership loan documentation to ensure information is compliant with state and federal regulations.

·Data entry of contract information using the Automated Credit Application Processing System

·Advise auto finance managers on inconsistencies with financials, state taxes, and documentation on lease and retail auto contracts

·Work closely with auto finance managers to credit dealers accounts efficiently

·Perform ad hoc duties assigned by management on regular basis for different projects

·Received 5 Keys Recognition for exceeding expectations

·Manually processed auto loans and leases and compute them from paper to digital format

SENIOR FRAUD ANALYST BANK OF AMERICA JANUARY 2015 – DECEMBER 2015

·Analyzed and investigated fraud and suspicious activities on customer accounts

·Monitored and tracked monetary transactions in effort to trace suspicious activities

·Identify and trace suspicious activities to determine if there is improper activity on accounts

·Recognize high-risk transactions and attempts using fraud strategies

·Flagged accounts and processed claims on accounts with confirmed fraud and obtained information on the nature of the fraud

·Developed techniques and employed learned skills to track and prevent fraud and unauthorized transactions

EXECUTIVE ASSISTANT DISABILITY RIGHTS OF NEW YORK APRIL 2014 – JANUARY 2015

·Maintained workflow by studying methods, implementing cost reductions and developing reporting procedures.

·Created and revised systems and procedures by analyzing operating practices, record keeping systems, forms control, office layout, and budgetary and personnel requirements; implementing changes.

·Developed administrative staff by providing information, educational opportunities, and experiential growth opportunities.

·Resolved administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.

·Ensured operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.

·Provided information by answering questions and requests.

·Maintained supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.

·Completed operational requirements by scheduling and assigning administrative projects; expediting work results.

·Maintained professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

·Contributed to team effort by accomplishing related results as needed.

ESCALATIONS MANAGER SPRINT SEPTEMBER 2012-APRIL 2014

·Retained and assisted customers with billing, device, and network issues

·Managed customers' accounts

·Maintained customer satisfaction while upholding company policy and integrity

·Maintained digital and paper files

·Directly managed analyst and customer escalations

·Extensive knowledge of company products and services through intense and detailed training

·Provided training and de-escalation tactics to analyst

·Educated customers on equipment and services as well as self-help options

· Incident and Problem management

·Responsible for end to end escalation management across all products

·Advised senior management of any developments and action plans

UNEMPLOYMENT INSURANCE ADJUDICATOR STATE OF NEW YORK-DEPARTMENT OF LABOR NOVEMBER 2008-SEPTEMBER 2012

·Interviewed claimants for unemployment insurance benefits, individually by telephone to obtain and record demographic, wage and work information

·Analyzed information to determine the appropriate claim type for unemployment insurance benefits.

·Verified eligibility and ensures prompt payment of benefits.

·Evaluated initial claims by the evaluation of fact and detects eligibility issues.

·Obtained work and wage information by interviewing claimants and employers.

·Conducted Eligibility Review Interviews (ERI) to discuss continuing eligibility for benefits and re-employment assistance by interviewing claimants and examining their work search records for the purpose of evaluating work search efforts and developing a re-employment assistance plan.

·Conducted minor, separation, and non-separation fact finding interviews and document information gathered

·Evaluated unemployment insurance claims to detect improper payments and fraud Weighs facts, evaluates the credibility the evidence presents, then makes a written determination that is both legally correct and in a manner that provides sufficient evidentiary summary and legal conclusion in order for both the claimant and employer to understand its content and outcome. Explain and interpret laws, policies, precedents, rules and regulations UI disqualifications and eligibility

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