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Professional Operations Manager

United States
September 16, 2008

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*** ******* **** ** *** *** • Lakeland, FL 33809

407-***-**** • ************@*******.***


Professional Operations Specialist with over 11 years successful experience at administrative and management level. Skilled in customer service, training, investigations/claims, sales, and leadership. Outstanding listening and interpersonal skills, as well as strong decision making and problem solving skills. Self motivated with strong organizational and time management skills. Computer savvy.


JPMORGAN CHASE BANK, Tampa, Florida………………………………………………… 2006 – May 2008

AVP Operations Manager

•Managed a team of Pre-Paid Debit Card Fraud/Claims Investigators.

•Hired, trained, and coached new and existing employees.

•MasterCard Safe Compliance Officer.

•Ensured proficiency of working negative balance accounts by helping develop Metrics and automation of reports.

•Ensured cases were worked and resolved within established timeframes.

•Implemented new Fraud Program from start to finish where no program existed.

•Implemented pilot for AML program.

•Extensive experience in new project developments.

•Strong communication skills and the ability to be effective in continuously changing environments.

•Attention to detail and strong analytical and problem solving skills.

•Trained employees on policies and procedures and regularly wrote and updated policy/procedure manuals to ensure compliance was met.

•Audited employees to ensure policies were being adhered to.

SUNTRUST BANK, Orlando, Florida…………………………………………………………… 2005 - 2006

Senior Fraud Investigator

•Performed daily research of accounts that have been identified as fraudulent to ensure zero loss while maintaining an excel spreadsheet of all account information for the Orlando site.

•Processed returns for fraudulent items ensuring 100 percent accuracy.

•First person chosen from Orlando site to cross- train on all fraud reports within the bank.

•Over $5,000,000 in recoveries.

•Performed case-by-case evaluations, make determinations for actions and/or services, and locate or utilize all necessary resources to resolve issues in a positive, productive manner to all parties’ satisfaction.

•Held meetings, coached other employees, and performed as back-up in absence of manager.

FIRST UNION / WACHOVIA, Charlotte, North Carolina………………………… 2000 - 2005

Senior Fraud Investigator / BSS Analyst II

•Worked one-on-one with customers daily to solve a broad range of service issues, as well as identified theft, account fraud, and general loss or theft issues.

•Mitigated issues, negotiated and settled claims, collected losses or charges on accounts.

•Researched, monitored, flagged, and investigated accounts daily for suspicious activity on a variety of reports consisting of Falcon, Kite, New Account Fraud, Money Laundering, and Trending Reports along with the training of all new staff that came in to the fraud area on these multiple reports.

•Over $25,000,000 in recoveries.

•Determined liability and impact of individual occurrences on a case-by-case basis; made decisions regarding necessary actions and/or reactions, escalating incidents as needed to achieve results.

•Worked with credit bureaus and criminal justice system to obtain information and prosecute cases.

•Performed case-by-case evaluations, made determinations for actions and/or services utilizing all necessary resources to resolve issues in a positive, productive manner to all parties’ satisfaction.

Teller Manager

•Hired, trained, coached and directed up to 8 tellers in fast-paced banking center.

•Chaired regular teller meetings; handled disciplinary actions, coaching, reviews, and terminations.

•Audited tellers and vault daily instructing tellers how to stay within guidelines of the audits. Ordered and maintained cash on hand, serviced and balanced ATM, managed and balanced the vault, and controlled access to safety deposit boxes.

•Performed general account handling functions including opening/closing accounts, restraining, etc.

•Handled customer relations, effectively solving branch-related issues and customer challenges.

•Conducted sales and referrals with emphasis on retaining and growing existing client’s assets along with making out bound calls to help bring new clients in to achieve sales goals.

PIEDMONT BANK, Statesville, North Carolina............... 1998 - 1999

Teller Manager

•Supervised up to 6 tellers in a fast-paced banking center.

NATIONS BANK, Mooresville, North Carolina............... 1997 - 1998

Teller Manager

•Supervised up to 6 tellers in a fast-paced banking center.


•Extensive Banking & Financial related seminars, classes, and courses to keep abreast including Customer Service/Satisfaction, Predictable Communication Strategies, Negotiating Agreement, Professional Ethics, Legal Rights, Credit & Collections, Loss Management, Master Card Safe Compliance Courses, etc.

•Computers - Excel, Word, Emerald, Fast Data, Hot Files, Web Browsers, STAR, MOBIUS, etc.

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