CHERRY HINCKSON
North Richland Hills
Summary
Experienced operations executive seeking to be part of a thriving team where I can contribute to its growth and profitability.
Experienced in fraud and risk management, project management, collections, leadership, financial, sales, and administrative functions for more than 20 years.
My management includes…
· Ensuring timely action/coordination on all change-related deliverables and guaranteeing projects meet overall deadlines, and escalating immediately for any showstoppers.
· Demonstrates ability to manage multiple initiatives concurrently with successful outcomes. Self-starter able to work independently and prioritize effectively, with minimal oversight and guidance.
· Highly organized, detail-oriented, self-starter, with the ability to work independently in a fast-paced environment. Maintaining a detailed understanding of customers' industries, business, and organizational goals and objectives, including but not limited to a deep understanding of customer financials, business strategy, and business risks as it relates to global commercial card and supplier payments, and aligning those customer needs to the company’s products and services.
· Self-motivation, self-direction skills, and the ability to manage multiple priorities without sacrificing quality or timelines. Ability to think strategically across businesses to identify opportunities to improve overall performance efficiency. Superior presentation and communication skills at the executive level (written and verbal).
· Create a strategic vision and set goals to drive profitable growth and retention across key global and regional customers.
· Act in the LOB project management role to manage small to large-scale technology projects or multiple smaller-scale projects through all stages of the life cycle, ensuring on-time, quality delivery. Excellent team building and presentation skills.
· Demonstrates the ability to encourage collaboration, connection, and teamwork within and beyond the team.
· Act as an internal liaison to support leaders and stakeholders in navigating change and adopting new processes. Excellent decision-making skills with an assertive and proactive communication style.
· Strong relationship management skills to build and maintain credibility and influence with support partners, leadership, and stakeholders. Advanced active listening skills, influencing, and facilitation skills
· Fully familiar with many global systems, which include Microsoft Suite applications
Overview
25
25
years of professional experience
5
5
years of post-secondary education
Work History
Senior Technology Project Lead
Bank of America
Fort Worth, TX
11.2021 - Current
- Responsible for leading projects from the ideation phase through project launch
- Acts as an objective advisor to LOB leaders regarding the project cycle.
- Ensure critical intakes are performed for risk and testing (UCRA, UAT), and project documentation is compliant.
- Responsible for overseeing projects specific to corporate change initiatives that impact how the bank does business, provides a product or service, or executes a function.
- Partnering with technology and model users to schedule deployments and plan for future model installations.
- Acts as a lead contributor or project manager to execute the scope of initiatives and processes through continuity planning and testing.
- Translate client objectives into comprehensive implementation work plans covering timelines, resources, dependencies, priorities, risks, and key milestones.
- Worked closely with project sponsors, cross-functional teams, and assigned project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for new change initiatives.
- Assists with defining program controls, processes, procedures, reporting cadence, decision governance structures, and ways of working with key stakeholders.
- Collaborates with stakeholders to ensure business continuity, crisis management, and/or disaster recovery plans adhere to policies, standards, and/or procedures.
- Manage multiple projects, in varying stages of the project life cycle, across different portfolios, with varying partnerships and deliverables.
- Partnering with LOB to build business cases, requirements
- Develop and maintain routines to update and manage presentations for team and executive communications.
- Works with other program managers to identify risks and opportunities across multiple projects within the department, leading them to negotiate decision-making for efficient and effective resolution.
- Engage business partners and clients alike during project implementation.
- Delivers timely project updates and reports, both verbally and electronically, to our clients and key business partners.
Senior Operations Project Analyst
Bank of America
Fort Worth, TX
09.2019 - 11.2021
- Manages processes for in Letters Verification Information Systems (Home Loans/LVIS)
- Build, program, and manage letters from different systems for home loans and credit cards.
- Executes business/strategic planning process across sub-lines of business, including management of strategic reviews by senior leadership.
- Demonstrated ability to identify opportunities for innovation and continuous improvement.
- Identify risks and mitigation plans and mitigation owners, as well as maintain project documentation and project systems of records.
- Strong knowledge of operational support functions.
- Manages medium-large projects for an operations segment, product line, or function.
- Recommends policy and procedural changes. Created, added, and updated the department’s procedures.
- Manages the research of existing operations, procedures, and workflow, product, and service requirements.
- Manages SharePoint requests.
- Responsible for planning, organizing, and monitoring products using appropriate tools and techniques to ensure efficient and effective project completion.
- Monitors the development and completion of all documents aligned to projects to ensure deliverable dates are achieved.
- Had direct management responsibility for a small project/program team
Senior Fraud Analyst (Back Office)
Bank of America
Fort Worth, TX
05.2015 - 09.2019
- Implement MFA and device fingerprinting across sensitive access points.
- Combine biometric authentication for mobile wallets with secure hardware elements (Thumbprint + TEE + tokenization).
- Maintain continuous monitoring and real-time anomaly detection for high-risk transactions.
- Educate customers and staff on secure authentication practices.
- Ensure compliance with privacy regulations (GDPR, CCPA) while collecting device and biometric data
- Focus on daily fraud monitoring; finding a resolution to resolve fraud issues.
- Ensures significant investigative issues and/or trends are identified, escalated, and acted upon through investigation reports and other escalation paths.
- Collaborate with Fraud Detection and Claims teams.
- Demonstrates excellent written and verbal communication skills and provides consultation and guidance on investigative-related issues.
- Responsible for identifying suspicious activity in customers’ accounts and reporting per procedures.
- Review and evaluate strategies to determine if fraud exists for the customer. Investigate suspicious activities and work to mitigate fraud risks.
- Interpret and analyze information gathered from several applications and third-party sources to identify red flags that may prompt further inquiry.
- Work collaboratively to resolve fraud issues with other teams.
- Provide process improvement recommendations
Lead Operations Analyst
Bank of America
Dallas, TX
10.2012 - 05.2015
- Act as a Lead/ Subject Matter Expert for the department.
- Manages all incoming returns sent via email, automation or through SharePoint sites. Responsible for balancing all entries at the end of the night to ensure true and correct exportation of work processed.
- Resolve issues about day to day operations and misinformation, cancelations and reversals that occur daily. Help with the coordination of most projects.
- Train employees on functions associated with the job at different sites. Worked independently in most cases.
- Meet service level agreements 100 percent.
- Returns & Exceptions
Mortgage Specialist/SPOC
Bank of America
Fort Worth, TX
07.2011 - 10.2012
- Act in the capacity of a Subject Matter Expert (SME) and Lead for collections.
- Managed a Portfolio of clients provided to contact for recovery/ collections, worked independently on the portfolio.
- Responsible for creating payment plans, set up special forbearances, loan modifications, and communicate with the Bank’s Attorneys on extensions on Foreclosure dates.
- Familiar with FDCPA, federal and state guidelines. Must maintain a working knowledge of bank policies, programs and procedures.
- Assisted with managing daily Huddles and on-boarding of new associates.
Education
Master’s - Business Administration
University of Phoenix
Dallas, TX01.2011
Doctorate - Business Administration, Strategic Management
Liberty University
Lynchburg, VA 07.2020 - 08.2025
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
Languages
English
Native or Bilingual
Timeline
Senior Technology Project Lead
Bank of America
11.2021 - Current
Doctorate - Business Administration, Strategic Management
Liberty University
07.2020 - 08.2025
Senior Operations Project Analyst
Bank of America
09.2019 - 11.2021
Senior Fraud Analyst (Back Office)
Bank of America
05.2015 - 09.2019
Lead Operations Analyst
Bank of America
10.2012 - 05.2015
Mortgage Specialist/SPOC
Bank of America
07.2011 - 10.2012
Master’s - Business Administration
University of Phoenix