Customer Service & Data Entry Officer Candidate

GLADYS SHAUB

Newark, DE ***** 302-***-**** ******.*****@*****.*** WWW: http://www.linkedin.com/in/gladysshaub

Summary

Strategic IT and Operations Leader with deep expertise in managing complex project lifecycles, resolving technical challenges, and driving customer-centric solutions. Proven ability to align cross-functional departmental needs—Operations, Marketing, Customer Service, Collections, and Technology—with third-party vendor capabilities to deliver scalable, compliant outcomes. Adept at navigating State and Federal regulatory landscapes while leading initiatives that reduce costs through application usage analysis and disciplined budget management. Recognized for successfully motivating and guiding teams of 6 to 60 across Financial Services environments.

Skills

Operations & IT Project Management

FISERV Implementation Coordination

Quality Improvement Strategies with Data Driven Results

Policy & Procedure Development & Process Documentation

Platform Security Optimization

Audit & Regulations Compliance Knowledge

Cross-Functional Communication Skills

Payment and Settlement Process Management

Quality Analysis and UAT Testing Success

Customer Support for external clients for new and improved processes

Supervisory & Management Roles including Performance monitoring and evaluation

Proficient in MS Office Suite,

Experience with SQL and Tableau Aswell as Waterfall and Agile Project Methodologies

Experience

Manager, Business Solutions 04/2022 to Current

Synchrony Financial, formerly Ally Financial Services Remote, Delaware

Contributed to all necessary activities for the Ally Lending conversion to Synchrony.

Directed initiatives to rectify customer accounts impacted by compliance updates, including account coding, proper communication distribution, and validation completion.

Performed audits to verify accuracy of customer statements and correspondence.

Developed and implemented strategic plans to achieve company objectives.

Researched and provided impact documentation, and course corrections for extraneous processes that could be utilized to enhance customer experience.

Assisted in executing system integrations for Credit Bureau Reporting at Ally Financial.

Executed operational tasks while ensuring compliance with prevailing regulations.

Assisted in the creation of new processing MIDs for enhanced payment processing and GL tracking.

Streamlined user profiles at Fiserv to ensure SOX compliance.

Sr. Project Manager 08/2020 to 04/2022

Fiserv Remote, Delaware

Coordinated and implemented Credit Net New and Migrating Project implementations for 5 to 10 financial institutions per month using Agile sprint methodology.

Executed project evaluations and compiled comprehensive recommendations report to pinpoint successful outcomes and areas needing improvement.

Customer Support for external client’s new and improved processes

Updated procedures and process flow as needed to meet changing demands.

Reported daily, weekly, and monthly status to internal management and dependent teams.

Audited existing processes and settings for compliance issues, testing, and updated as needed.

Working with internal and external customers to understand needs and deliver as required.

Hired, trained, and mentored staff members to optimize productivity, as well as managed staff, and completed annual reviews for both 12 high level and 60 front line employees.

Work with the offshore team to ensure that testing and validation for all conversions are complete prior to launch.

SR. Quality Analyst – Fulfillment Operations 01/2010 to 01/2020

PayPal Credit Timonium, MD

Project Manager to support IT and Operations on FDR/FISERV platform in US and TSYS platform in UK and Germany.

Managed team of 6 to execute projects of varying sizes for Operations and IT within Sprint timelines.

Collaborated with IT to streamline payment transmissions and processes; completed all testing required to deliver quality results.

Handled company system security, overseeing SOX/Audit reporting.

Facilitated collaboration between the vendor and the business regarding correspondence and statement communications.

Maintained departmental SOPs, workflows, and control documents.

Assessed and generated documentation detailing code changes and risk evaluation for the business.

Customer Service and Collections call center support for Voice of the Customer initiatives, and issue resolution processes.

Sustained vendor relationships, vendor SLAs, and inventory reports to ensure efficiency, accuracy, and compliance.

Education and Training

Bachelor of Science: Business Management

Wilmington University New Castle, DE

Completed Courses: Masters Elementary Education

Wilmington University New Castle, DE

Skills and Competency

MS Office Suite of Products: Word, Excel, Power Point, Visio

Software: Sharepoint, Confluence, JIRA, various CS and Collections front end software

Experience with Agile Methodology, SQL, Tableau

Past experience as administrative assistant to a team of VP’s

Activities and Honors

Member Women's and Veterans Network at Synchrony

Elementary Education Substitute Teacher

Certified Competitive Artistic Roller-Skating Coach

American Legion and VFW Post Auxiliary member

Past Harley Owner's Group Director, Activities Coordinator and Membership Officer

References

References available upon request.

Contact this candidate