Vice President, Operations

• Jan 2020 - Present

• Oversee operational support to the branches and organization, ACH, card management and services, fraud and loss prevention activities, core service products, and relevant member services activities • Manage 4 direct reports, who oversee a total of 26 team members • Establish strategic goals and objectives for Cards and Payments; Fraud and Loss Prevention; Service Products; and Support Services • Oversee operational support to the branches and organization, ACH, card management and services, fraud and loss prevention activities, core service products, and relevant member services activities • Manage 4 direct reports, who oversee a total of 26 team members • Establish strategic goals and objectives for Cards and Payments; Fraud and Loss Prevention; Service Products; and Support Services

AVP/Manager, ATM and Debit Card

• Nov 2018 - Dec 2019

• Responsible for the administration of the Bank's ATM fleet, and the Debit Card portfolio, core products, services and related systems • Manage 6 direct reports, to include an additional 8 team members on the ATM After-Hours crew, and middleware software engineer • Collaborated closely with the Application Services, Business Intelligence, Call Center, Branch Operations, Fraud, and IT departments projects • Worked closely with senior management on the Complaint Committee, and with regulatory and industry authorities regarding ATM and Debit card changes. • Prepared written proposals; assesses customer needs and have recommended effective strategies • Negotiated service pricing to optimize profitability of ATM and Debit card network • Manage, analyze, and report Key Performance Indicators on department and network performance to Executive management • Successfully manage and lead key organizational initiatives: - Implementation of Windows 10 across ATM fleet - Implement of software update to Instant Issue Printers across all branches - Implementation of newer EMV Chipset on Debit MasterCard - Managed the implementation MasterCard Account Updater • Operate/maintain budget • Introduced velocity monitoring at the ATMs • Streamlined the network settlement process by working with the processor and the IT teams on file management of source data Show less

Product Owner, Fraud Management - CIP/KYC

• Nov 2017 - Nov 2018

• Manage the company’s CIP strategy and related programs, including vendor relationships with CIP providers• Track Fraud related P&L, and KPIs for respective areas/products• Work with business and revenue teams on upcoming projects• Work with other Product Owners to get fraud related stories prioritized within those respective teams• Lead Fraud discussions with partners, vendors, and service providers• Management of the Fraud Strategy and Implementation team• Work closely with technical teams to define requirements around capturing and retaining data needed to facilitate investigations• Track various fraud related initiatives both internally within the team, and across other business and Product Development teams• Continually balance of fraud reduction with incremental expense and potential impacts to customer satisfaction• Partner with Fraud Analytics team to review fraud trends, patterns, to identify areas of improvement Show less

Supervisor, Loss Management - Cash Processing Operations

• Mar 2017 - Nov 2017

• Managed team of 4• Managed correspondences related to fraud and law enforcement.• Worked closely with the loss management team

Lead, Financial Processing Operations

• Sep 2016 - Mar 2017

• Provide critical bank back office support to product development, compliance, fraud management, accounting, off-shore entities, and cardholders. • Work closely with business units, networks, processor platforms and card associations in managing and implementing rules and mandates. • Drive high impacting projects in the loss management card and fraud prevention eco-systems.

Implementation Project Manager, Bank Operations

• Jun 2013 - Sep 2016

• Managed KPI and revenue reports for Executive Team• Managed Association and Platform releases• Chaired Project meetings (Daily Status, Release Planning and Review), stakeholder meetings• Responsible for all phases of a project from estimation and initiation to implementation-post-implementation support. Ensure transition within all phases of project, including QA to UAT and UAT to install

Founder

• Dec 2011 - Jan 2017

Owned and operated start up company specializing in field services assisting financial institutions to keep their ATMs in compliance, safe to use, clean, and within their reach to view. • Developed and built business from start up to generate 100% growth year over year in sales annually; established strong 15-account client base. • Created, developed and designed the architecture of the Online Management Interface. Hired, trained, and supervised estimators and installers, providing guidance in use of tools, on-the-job safety guidelines, client interactions, and effective presentation of project estimates. • Oversee deployment of technology based equipment to manage field services for clients. Show less

Director, Deposit and Card Operations

• Jan 2008 - Aug 2011

• Manage 4 direct reports, who oversee a total of 25 team members• Oversee and administer all aspects of EFT Operations (ATMs, ACH, Debit/Pre-Paid Debit, Credit Cards)• Manage product and channel profit and loss• Evaluate and implement emerging technologies• Manage fraud neural network• Vendor management (35 vendors) including risk assessments, secure NPPI data, and PCI compliance • Write and implement organization strategic plan for layout of EFT network• Create monthly statistical and profitability reports for Executive Team (Product P&L)• Reduced department operating cost by $1.9M from 2006 – 2011 Show less

Director, ATM/Debit Cards and Account Services

• Jan 2007 - Jan 2008

• Oversee 20 employees, manage 3 direct reports• Oversee and administer all aspects of EFT Operations (ATMs, Account Services, ATM/Debit Cards)• Evaluate/implement emerging technologies. Manage fraud neural network• Vendor management (20 vendors) including risk assessments, secure NPPI data, and PCI compliance • Create monthly statistical and profitability reports for Executive Team (Product P&L)

Manager, EFT Services (ATMs, and ATM/Debit Cards)

• Dec 2005 - Jan 2007

• Oversee 6 employees, manage 2 direct reports• Manage all aspects of EFT Operations. (ATMs, and ATM/Debit Cards)• Evaluate/implement emerging technologies• Manage fraud neural network• Vendor Manage (12 vendors)• Write and implement department procedures• Create monthly statistical reports

ATM Network Admin / Servicing Administrator

• Jan 1999 - Dec 2005

• Manage 2 ATM Field Representatives• Coordinate and administer all aspects of ATM Operations/Network of 250 ATMs within an Intercept Processing environment (placement, installation, equipment order, hardware, upgrade, negotiate service contracts, inventory control of ATM supplies, cleaning and maintenance, cash, ATM Field Service Representatives, prepare reports/statistics for senior management)• Vendor manage Diebold, Bantek, Gasper ,Companion Systems, other miscellaneous ATM vendors• Manage relationship with Corporate Stater Brothers, Albertson’s, Burger King, Breugger's Bagels, Colleges, Universities, School Districts, and other miscellaneous ATM sites• Implement Member services through the ATM (ie offer $5 bills, mini statements)• Assist in the creation of the ATM profitability report• Project lead on the acquisition and replacement of the 53 CU Venture ATMs• Project lead on the acquisition and replacement of Stater Brothers sites to install ATMs in conjunction with the OCTARR arrangement• Project lead on the installation of 3DES keypads for 148 ATMs• Responsible for maintaining relationship with ATM site owners/Managers• Implement department recognition programs• Create/write department procedures and training documentation for ATM Operations (Base24 operations)• Prepare/issue monthly billing to CU for shared signage (Wescom/Caffey FCU)• Maintained organizational goal of ATM uptime of 99.30%• Work with Items Processing department on missing deposits/disputes • Assist ATM/Debit card reps with Regulation E claims resolution• Manage EFT network mandates and releases• Monitor EFT network traffic Show less

Business Development Specialist

• 1997 - 1999

• Responsible for establishing and maintaining public relations with over 85 site Managers/owners for CU• Responsible for the aesthetics of 85 ATMs• Performed general maintenance on the ATMs, escalate to ATM service providers• Provided statistics on Member usage at ATMs, recommend ATM enhancements

Senior Support Services

• 1993 - 1997

Communication Specialist

• Jul 1988 - Jul 1991

Sharpshooter Veteran - Desert Storm Sharpshooter Veteran - Desert Storm