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Skills

  • Staff management
  • Business Administration
  • Problem resolution
  • Communications
  • Creative merchandising
  • Transaction monitoring
  • Advanced Excel for Financial Modeling
  • Credit risk assessment
  • Compliance with financial regulations (program)
  • Organization

Work Experiences

  • Achieved a 29% lift in monthly fee revenue.
  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across process calendars and programs.
  • Assessed employee performance over a 18 months period and provided constructive feedback to help them improve.
  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Achieved Outstanding Service Award for delivering exceptional customer service improvements in the card division, resulting in a 24% increase in loyalty.
  • Achieved reactivation within 3 months.
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.
  • Planned marketing initiatives and tapped into my referral network to promote business development.
  • Achieved Excellence Award for exceptional customer service improvements.
  • Achieved a 38% reduction of manual errors.

Summaries

  • Forward-thinking manager with 14 years of manufacturing project management experience.
  • Dedicated to providing high-quality services and products.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • Clear understanding of vendor management and cross-functional collaboration as well as budget management training.
  • Multi-tasking manager with a reputation for fostering a positive work environment and high-performing teams.
  • Successful and innovative Executive Manager with extensive experience and a track record of re-energizing and restructuring organizations, developing strategic initiatives, and seizing new business opportunities.
  • Professional who is both energetic and poised.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Card Manager with 11 years of successful client relations and workflow optimization experience.

Accomplishments

  • Managed vendor relationships to upgrade fraud monitoring tools, reducing false-positive transaction flags by 25%.
  • Delivered new product programs for 3 co-branded credit offerings, driving 35% growth in transaction volumes within one year.
  • Reduced legal and operational costs by $17 through the proactive management of cardholder disputes and negotiation of settlements.
  • Supervised a portfolio of 14 credit card products, achieving an annual revenue growth of $17 from card fees and interest income.
  • Partnered with IT to enhance the data security infrastructure for card transaction processing, reducing security breaches by 77%.
  • Collaborated with in-house and third-party legal counsel to resolve complex cardholder disputes, saving the organization $11 in legal fees and settlements.
  • Collaborated with external regulatory bodies to ensure compliance with new financial regulations, maintaining a 17% incident-free audit record.
  • Regularly analyzed and acted on customer feedback to boost the Net Promoter Score (NPS) of card services by 66%.
  • Utilized market trend analysis to launch a rewards program that boosted customer retention by 16% and contributed to 17 in annual spending.
  • Documented and resolved program which led to initiative.

Affiliations

  • Credit Union National Association (CUNA)
  • National Association of Payment Card Professionals
  • International Council of Nurses
  • Association of Certified Fraud Examiners (ACFE)
  • Data Management Association (DAMA)
  • Fraud Prevention and Detection Certification CPA
  • Electronic Transactions Association (ETA)
  • CardLinx Association
  • Lions Club
  • National Retail Federation (NRF)

Certifications

  • Salesforce
  • Certified Information Security Manager (CISM) – 2016
  • Certified Strategic Management Professional (CSMP)
  • IBM Certified Specialist in Fraud Analytics - Jira
  • ISO 27001 Lead Auditor – 2024
  • PCI DSS Implementation Certification
  • CompTIA Network+
  • Certified in Credit Card Management Programs (CCMP) - Vantage
  • MasterCard Academy Certificate in Card Products & Services
  • Blockchain in Payment Systems Certification - Cedar Works

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