Courtney Ulmer
Norristown,PA
Summary
Highly-motivated job seeker with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Keeps projects on-track with decisive supervision and quick problem-solving. Persuasive in communicating and negotiating with internal team members, vendors and other stakeholders.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Associate Manager, Fraud Detection & Prevention
Prudential Financial
Dresher, PA
10.2018 - 11.2020
- Managed the newly created Fraud Detection & Prevention team within the Individual Life Insurance book of business.
- Daily responsibilities consisted of managing daily internal and external financial fraud controls, allegations of fraud referrals from clients, collaboration with Corporate Investigations on cases, and partner with external partners to resolve cases.
- Managed new hire trainings and onboarding to keep Fraud Detection & Prevention department employees aware of company policies and procedures.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Maintained accurate records of employee attendance and payroll information.
- Resolved conflicts between employees or customers in a professional manner.
- Evaluated performance of team members and provided consistent coaching to improve skills.
- Created and maintained online training material for the team.
- Tracked project milestones and communicated updates to stakeholders.
- Continually worked with Process Optimization team to initiate and implement a smoother client experience with relation to reporting fraud to the department.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Participated in industry events to stay abreast of current market trends.
- Handled responsibilities successfully in manager's absence.
- Created presentations summarizing monthly and quarterly results for senior leadership teams.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Conducted regular performance reviews with direct reports.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Business Analyst, Financial Controls and Process Optimization
Prudential Financial
Dresher, PA
10.2018 - 11.2020
- Continually assess current processes across business groups for process optimization and initiate/manage projects once approved.
- Redesigned financial and transactional reporting into an online repository that automatically created reports daily, quarterly, and annually.
- User Acceptance Testing (UAT) Manager for systems releases within the accounting application.
- Created detailed process flows and user stories to document system requirements and design solutions.
- Remained current on latest IT developments and advancements to automate and modernize systems.
- Prepared End to End testing, test scripts and performed End to End testing.
- Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
- Gathered feedback from end users regarding usability issues related to applications or systems.
- Drafted functional specifications documents outlining project scope, objectives and deliverables.
- Redesigned processes to maximize benefits and quantifiable improvement in business metrics and illustrate roadmaps to future projects.
- Provided guidance on software design principles, coding standards, best practices, techniques, methods and toolsets used in the development lifecycle process.
- Reviewed existing policies and procedures against industry standards for compliance purposes.
- Assessed programs to identify risks or problems to determine appropriate responses.
- Perform daily review of financial and transactional processing for potential reconciliation and/or fraud.
- Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
- Developed reports using SQL queries to track progress against key performance indicators.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
- Translated user needs into actionable items that could be addressed by IT teams.
- Identified or monitored current and potential customers using business intelligence tools.
- Performed cost-benefit analysis of proposed changes to business processes.
- Maintained library of model documents, templates or other reusable knowledge assets.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Collaborated with stakeholders across departments to define requirements for new projects.
- Recommended improvements to existing or proposed systems to enhance solution functionality.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Review and research client allegations of fraud/forgery prior to submission for an investigation.
- Conduct fraud training to peers and Subject Matter Experts (SME) to our business partners.
- Evaluated business processes for improvement opportunities through automation or streamlining.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Records Management Coordinator for the business function.
- Maintained records retention guidelines and managed record hold orders.
- Performed annual SOX review on financial controls.
- Completed day-to-day duties accurately and efficiently.
Sr. Customer Service Associate, Customer Relations Unit
Prudential Financial
Dresher, PA
10.2010 - 10.2018
- Provide resolution of clients’ formal written complaints or regulatory complaints filed with or against the company.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Prepared monthly complaint indicator report to senior management to discuss trends and potential initiatives to mitigate additional complaints.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Utilized a variety of software applications to respond quickly to customer queries.
- Identified potential areas of improvement within customer service operations and communicated recommendations to management team.
- Updated databases with new and modified customer data.
- Delivered expert technical support to customers and resolved broad array of issues.
- Participated in special projects designed to enhance customer experience with brand's products and services.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Assisted customers by answering questions, addressing concerns and providing current account information.
Customer Service Associate, Remittance, Customer Correspondence, and Life New Business Financial
Prudential Financial
Dresher, PA
01.2002 - 10.2010
- Customer Service Associate in the Remittance, Customer Correspondence, and Life New Business areas within the Individual Life Insurance book of business.
- Completed the various tasks that encompassed those positions.
- Kept work area neat, clean, and well-stocked at all times.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Prevented key account losses by researching discrepancies and correcting problems.
- Resolved customer inquiries in a timely manner.
Education
Bachelor of Science - Business Administration
Albright College
Reading, PA06-2008
Some College (No Degree) - Business Administration
Excelsior College
Albany, NYSkills
- Pivot Tables
- Product Development
- Narrative Use Cases
- Data Analysis
- Gap Analysis
- Data Mapping
- KPI Tracking
- Operational Reporting
- Project Management
- Microsoft Office Suite
- Process Optimization
- Staff Management
- Staff Training and Development
- Presentations
- Business Process Improvement
- Internal Auditing
- Quality Assurance
- Technical Writing
- Workflow Analysis
- Operations Analysis
- Cost-Benefit Analysis
- Requirements Gathering
- Customer Needs Assessment
- User Acceptance Testing
- CRM Systems
- Operations Management
Certification
- Lean Six Sigma Green Belt Trained, Prudential Lean Six Sigma Program
- Certificate of Achievement in Lean Six Sigma, Villanova University
- Leading through Influence Certificate, The George Washington University
References
References available upon request.
Timeline
Associate Manager, Fraud Detection & Prevention
Prudential Financial
10.2018 - 11.2020
Business Analyst, Financial Controls and Process Optimization
Prudential Financial
10.2018 - 11.2020
Sr. Customer Service Associate, Customer Relations Unit
Prudential Financial
10.2010 - 10.2018
Customer Service Associate, Remittance, Customer Correspondence, and Life New Business Financial
Prudential Financial
01.2002 - 10.2010
Bachelor of Science - Business Administration
Albright College
Some College (No Degree) - Business Administration
Excelsior College
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