ANGELIQUE C. FRAZIER
FL
Summary
Experienced banking professional with expertise in operational risk management and continuity planning. Proven track record of leading initiatives that boost customer satisfaction and strengthen operational resilience. Skilled in crafting and implementing compliance-focused disaster recovery strategies, delivering effective solutions in complex environments.
Overview
22
22
years of professional experience
Work History
Continuity of Business Manager Sr. Analyst
Citi
Jacksonville, FL
01.2022 - Current
- Lead the development, maintenance, and execution of business continuity and disaster recovery plans to ensure organizational resilience and compliance.
- Partner with senior leadership and cross-functional teams to design and test continuity strategies that mitigate operational risks.
- Conduct risk assessments and business impact analyses (BIA) to identify critical processes, dependencies, and vulnerabilities.
- Analyze continuity metrics and data trends to identify process improvement opportunities and enhance risk mitigation.
- Oversaw control management, ensuring timely remediation and documentation accuracy while aligning with enterprise standards.
- Coordinate regulatory and internal audit responses related to continuity and operational resilience functions.
- Delivered training and awareness sessions, fostering a culture of preparedness and risk awareness across business units.
Commercial Account Manager
Citi
Jacksonville, FL
01.2015 - 01.2022
- Managed a portfolio of commercial client accounts, providing strategic oversight, risk evaluation, and client relationship management.
- Strengthened client relationships through proactive communication and tailored solutions, resulting in increased client satisfaction and loyalty.
- Developed and implemented business continuity and risk mitigation strategies that enhanced client operations and ensured compliance.
- Partnered with internal teams and external stakeholders to align financial solutions, regulatory requirements, and business goals.
- Utilized data analytics to assess performance, identify process gaps, and recommend actionable improvements to enhance operational efficiency.
- Ensured compliance with corporate policies, audit standards, and financial regulations.
- Led workflow optimization projects, resulting in improved data accuracy, operational efficiency, and customer satisfaction.
Customer Service Escalation Representative
Citi
Gray, TN
01.2005 - 01.2015
- Acted as a top-performing escalation specialist, resolving complex and high-priority customer concerns with professionalism, empathy, and precision.
- Managed and resolved high-impact escalations involving financial disputes, account inquiries, and service complaints, ensuring timely and fair resolutions.
- Maintained one of the highest customer satisfaction scores in the department, consistently exceeding quality and service-level expectations.
- Collaborated with operations, compliance, and risk teams to investigate root causes and implement corrective actions, enhancing service reliability.
- Mentored and coached junior agents in communication, resolution, and de-escalation techniques, fostering skill development and team effectiveness.
- Recognized for leadership in customer advocacy and the ability to maintain composure and professionalism under pressure.
- Documented and analyzed customer feedback to identify process improvements, resulting in enhanced service quality and operational performance.
Education
High School Diploma -
Virginia High School
Bristol, VA01-2000
Skills
- Business continuity planning
- Continuity strategy
- Risk management
- Risk evaluation and control
- Regulatory & Compliance Oversight
- Risk documentation
- Data analytics
- Project management
- Process optimization
- Continuous improvement
- Documentation and reporting
- Operational prioritization
- Leadership engagement
- Leadership development
- Talent development
- Strategic problem solving
- Communication strategies
Awards & Recognition
3 Bronze and 2 Silver Awards Recognized for outstanding performance, leadership, and contributions to operational excellence.
Timeline
Continuity of Business Manager Sr. Analyst
Citi
01.2022 - Current
Commercial Account Manager
Citi
01.2015 - 01.2022
Customer Service Escalation Representative
Citi
01.2005 - 01.2015
High School Diploma -
Virginia High School