BERNADETTE KLEINE
Kissimmee, Florida, United States,Florida
Summary
Seasoned fraud operations and customer experience leader with deep expertise in credit-card disputes, chargebacks and enterprise fraud prevention. 10+ years guiding high volumes teams, improving conformance and cycle times, building training and quality programs and driving measurable loss mitigation while maintaining strong regulatory adherence (Reg E, Reg Z BSA/AML OFAC). Trusted partner to executive and cross functional leaders with a reputation for data driven decisions, clear communication and coaching that elevates performance.
Overview
26
26
years of professional experience
Work History
Director of Customer Experience/Complaints
Card Works
03.2017 - 07.2025
- Led customer experience strategy to enhance satisfaction across diverse client segments. Resolved credit card complaints efficiently across the end to end life cycles.
- Developed and implemented service standards to streamline operations and improve response times.
- Analyzed customer feedback data to identify trends and drive continuous improvement initiatives. Conducted root cause analysis
- Collaborated with cross-functional teams to design and launch innovative customer engagement programs.
- Developed key performance indicators for conformance accuracy and service quality created dash boards for team visualizations and daily huddles.
- Implemented conformance score cards and QA routines to monitor and enhance processes of adherence and service consistencies.
- Achieved increased levels of customer retention through diligent monitoring and addressing of potential issues before they escalated into larger problems.
- Managed budgets effectively while maintaining focus on delivering top-quality services and exceeding performance targets.
- Conducted periodic surveys among clientele to gauge satisfaction levels, using insights to drive targeted improvements in service offerings.
- Streamlined complaint resolution procedures, reducing average time taken to address concerns raised by customers significantly.
- Established strong relationships with key stakeholders, fostering collaboration towards shared goals of improved customer experiences.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Mentored local personnel on best practices and protocols to maximize productivity.
Director of Operational Risk Fraud and Dispute
Card Works
05.2001 - 03.2017
- Led cross-functional teams to develop and implement strategic initiatives aligning with organizational goals.
- Streamlined operational processes, enhancing efficiency across departments through targeted improvements and best practices.
- Mentored and guided junior staff, fostering professional development and promoting a culture of continuous learning.
- Analyzed market trends to inform strategic planning, ensuring competitive positioning within industry landscape.
- Managed multiple departments- fraud prevention, fraud investigations, authorization team, chargeback processing, representments, for Visa and MasterCard portfolios multiple client level.
- Developed fraud prevention strategies with data analytics reporting adjusting strategies and monitored chargebacks mitigation and compliance protocols.
- Led operational audits, provided feedback and correction action plans enhanced interdepartmental collaboration to streamline work flows and increase efficiencies.
- Monitored key metrics to drive process improvements and mitigate risk exposure; ensured all investigations were completed within regulatory time limits.
- Oversaw budget management initiatives, optimizing resource allocation for maximum operational impact and effectiveness.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
- Improved team morale and productivity by implementing comprehensive professional development program.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- lead a team to conduct BSA audits and AML reviews in partnership with compliance and risk
- Monitored and developed procedures for fraud applications, FCRA fraud and disputes, and Account Take over.
Fraud Prevention Risk Management
Card Works
11.1999 - 05.2001
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Managed the fraud prevention unit and developed guide lines to improve staff risk assessments and intake quality to mitigate fraud losses.
- Responsible to monitor chargeback for both Visa and MasterCard on both fraud and disputes- acquiring and issuing sides to mitigate clients gross fraud losses.
- Managed and oversight representments, pre-arbitration, pre-compliance. Reduced client losses through the authorization chargeback process.
- monitored reporting and exception reports to prevent and mitigate losses and provided executive summaries.
Education
Bachelor of Arts - Business Administration And Management
Fashion Institute of Technology
New York (City), NY05-2001
Skills
- Strategic thinking
- Data-driven decision making
- Innovative mindset
- Customer segmentation
- Customer journey mapping
- Exceptional communication
- Training and coaching
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Reliability
- Critical thinking
- Organizational skills
Work Preference
Work Type
Full TimeLocation Preference
HybridRemoteOn-SiteTimeline
Director of Customer Experience/Complaints
Card Works
03.2017 - 07.2025
Director of Operational Risk Fraud and Dispute
Card Works
05.2001 - 03.2017
Fraud Prevention Risk Management
Card Works
11.1999 - 05.2001
Bachelor of Arts - Business Administration And Management
Fashion Institute of Technology
Employee of the year
Corporate Cost savings 250,000 dollars by implementing the chargeback process/pre-compliance processes