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Fraud Operations Manager Resume Example

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FRAUD OPERATIONS MANAGER
Summary

Highly effective management professional emphasizing innovation and creativity in solving complex problems. Energetic and results-focused with success in developing and leading diverse teams to achieve outstanding results.

Highlights
  • Relationship building
  • Productivity improvement specialist
  • Troubleshooting and problem solving
  • Dedicated
  • Team building
  • Multi-unit operations management
  • Project Planning and Development
  • Superb time management skills
Accomplishments

Experience
Fraud Operations Manager
April 2012 to CurrentUS Bank － Overland Park, KS
  • Assist in providing data to Department Manager for staff development by analyzing information trends and reporting their impact to the Business.
  • Supervise coaching, monitoring, training and performance management for department leadership.
  • Prepare and conduct regular Agent monthly performance reviews and development plans.
  • Monitor Agent calls for quality soft skills and Systems knowledge.
  • Review tasks completed by direct reports and provide feedback in coaching sessions for improved development.
  • Act as an escalation point for difficult questions or dissatisfied customers and provide a supporting role to the Department Manager by assisting in the daily operational duties of the center.
  • Coordinate project plans and resources to ensure high quality timely project implementation is complete in a timely manor.
  • Focus on department performance as well as Agent performance.
  • In charge of: reviewing applications, scheduling interviews, conducting the interviews, selecting the best candidates for the position, setti.
    Collections Manger
    January 2011 to April 2011    Centrinex － Olathe, KS
    • Managing a staff of 15-20 recovery collectors responsible for maximizing payments on both post charge-off accounts and newly delinquent accounts.
    • Supervisory functions include evaluating employee performance and making salary recommendations, performing all aspects of the staffing process including interviewing, and hiring staff to ensure appropriate hiring practices and maintain staffing levels, training, and providing work direction.
    • Achieving expected recovery collection performance and monitoring of agents for both compliance and performance.
    • Identifying opportunities for improvements and conduct on-going self-audits and process control monitoring routines.
    • Ensure compliance with all internal policies and procedures and regulatory requirements.
    • Ensuring account and balance inventory control for in-house collections.
    Product Technical Support Supervisor
    October 2008 to November 2010    Garmin International － Olathe, KS
    • Responsible for coaching, mentoring and development of 12-15 Technical support representatives.
    • Monitor the teams' attendance, production, efficiency, and quality to enhance each individual's departmental skills.
    • Enforce the company policies.
    • Resolve escalated customer concerns and make recommendations to management on how to improve department processes and procedures to enhance department efficiency.
    • Create a fun working and productive environment.
    Department Manager
    March 2005 to October 2008    ASG Adjuster
    • Mentor and development of 2 team coaches and 30 Licensed Insurance Adjusters.
    • Coach all associates and provide them the tools necessary to excel in there current position.
    • Monitor team attendance, call performance (quality and productivity) and conduct.
    • Resolve escalated customer concerns.
    • Maintain accurate documentation pertaining to each associate employee/shadow file.
    • Reward and recognize associate innovation, team orientation, excellent service, outstanding productivity and meeting and exceeding departmental goals.
    • Participate in weekly call center leadership meetings.
    • Make recommendations to Management staff on processes and procedures that will make the department more efficient.
    • Lead by example and make sure company policies and procedures are implemented and adhered to.
    • Assign special projects to associates who have demonstrated the ability to exceed departmental goals consistently.
    • Encourage a fun and participatory work environment.
    January 2000 to October 2008Asurion － Kansas City, MO
    ASG Adjuster Assistant Manager
    January 2003 to January 2005
    • Responsible for coaching, mentoring and developing a team of 10-15 CSR's to meet and/or exceed established performance metrics.
    • Maintain account expertise, answering policy, product, and program questions.
    • Provide small group trainings, hands on training, and chair sharing with each CSR's to evaluate quality, process flow, and control of call.
    • Produce and analyze a variety of reports, identify and recommend additional training, evaluate and provide feedback to Customer Care Supervisors, the training department, and the quality assurance department regarding CSR's areas of strength and opportunities and work practices.
    • If necessary, accurately respond to and process customer inquiries and requests and take escalated calls.
    • ASG Sr.
    • Adjuster Specialists - Handle incoming calls for replacement requests, for customers that require there account to be further review before approval.
    • Process incoming legal documents including affidavits within 24-48 hours to complete replacement process, follow establishe.
    Call Center Manager
    October 1998 to January 2000    Market Directions Inc － Kansas City, MO
    • Managed an outbound Market Research call center of 150 plus employees and five Supervisors.
    • Accountable for payroll, weekly reports, graphs, and tracking of CSR's productivity to, ensure quality was maintained.
    • Responsible for new hire, supervisor training and development.
    • Managed new and existing client accounts to ensure quality and profitability were maintained at all times.
    • Provided marketing statistics for clients regarding their products.
    Training Manager
    September 1994 to January 1998    Accent Teleservices － Kansas City, MO
    • Head of all training and development for CSR's, supervisors and managers Developed, facilitated and implemented sales and customer service training courses based on knowledge of identified training needs, company production processes, and business systems, changes in products, procedures and services.
    • Coordinate and execute training classes, skill checks, and knowledge sessions.
    • Compile data and analyzes past and current year training requirements to prepare budgets and justify funds requested.
    • Organized and developed training manuals, reference library, testing, evaluating procedures, multimedia visual aids, and other educational materials.
    • Maintained records and prepares statistical reports to evaluate performance of instructors and monitor progress of trainees.
    • Helped design and implement Quality Assurance program for inbound/outbound call center Customer Service and Sales Trainer - Trained new hires in customer service skills, sales and product verification.
    Education
    Bachelor Degree : Business ManagementUniversity of Phoenix
    Additional Information
    • Licensed Certified Trainer Certified Public Speaker Licensed Insurance Property, Casualty & Crop Agent, Washington Insurance Adjusters License, New York Insurance Adjusters License, Leadership Foundation Certification Completed Excellent verbal written and interpersonal communication skills Excellent coaching and leadership, motivational and supervisory skills Ability to lead, to energize and motivate team members Proven organizational skills necessary to evaluate team performance Proven analytical skills necessary to resolve escalated issues from team members or clients Ability to make sound, logical decisions rapidly Aggressive sense of urgency on speed and accuracy of work SALARY Negotiable upon interview
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    Resume Overview

    Companies Worked For:

    • US Bank
    • Centrinex
    • Garmin International
    • ASG Adjuster
    • Asurion
    • Market Directions Inc
    • Accent Teleservices

    School Attended

    • University of Phoenix

    Job Titles Held:

    • Fraud Operations Manager
    • Collections Manger
    • Product Technical Support Supervisor
    • Department Manager
    • ASG Adjuster Assistant Manager
    • Call Center Manager
    • Training Manager

    Degrees

    • Bachelor Degree : Business Management

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