Diane Heffren
Jacksonville,FL
Summary
Accomplished professional focused on constructive problem solving. Experienced in people management and assisting teams to meet their objectives. Successful in reviewing data and applying information in a thoughtful and logical manner. Works well individually and in team settings. Focused on project and resource management. Trained in fraud detection, SAR (Risk) reviews, KYC & AML compliance standards. Proficient in Microsoft Suite, G-Suite, LexisNexis & ThreatMetrix. Strong written and verbal communication. An advocate for teammates, customers and the business.
Overview
17
17
years of professional experience
Work History
Fraud In-Business Risk Specialist
Citi
Jacksonville, FL
11.2022 - 11.2023
- Executed monitoring activities for 35 high dollar, policy and regulatory controls processes
- Communicated monitoring results and facilitated remediation to business senior leadership
- Enhanced business control monitoring procedures in preparation for internal audit
- Identified and remedied opportunities for failing controls
- Coordinated with internal and external business agencies to develop DocuSign approval process.
Fraud Analyst & Disputes Resolution Specialist
Citi
Jacksonville, FL
02.2017 - 11.2022
- Completed interviews and investigations regarding fraud claims on consumer & commercial accounts.
- Reviewed high dollar, VIP and escalated cases assigned by upper Management and Fraud Policy departments.
- Acted as a Coach and deputy to the Operational Assistants and Managers.
- Using Excel, PowerPoint & Word, created presentations, analyzed sets of data and tracked progress of the team.
- Established and implemented the training of multiple new hire classes while streamlining coursework and assessment procedure.
- Provided feedback and guidance based on team performance and changing guidelines and scopes of work.
- Balanced and prioritized all requests and leadership duties while maintaining top-ranking metrics
Office Manager
MidSpan Telecom
Middletown, NY
01.2014 - 01.2017
- Effectively oversaw, scheduled and planned employee routes daily.
- Coordinated office staff.
- Utilized telecom experience to assist technicians and dispatchers with troubleshooting.
- Recruited, interviewed and onboarded employees.
- Created and analyzed financial spreadsheets regarding invoicing, time-keeping and quality results.
- Presented performance results via meetings and written communications.
- Acted as liaison between contract holders, management and vendors.
Quality Assurance Coordinator
Time Warner Cable
Middletown, NY
01.2007 - 01.2014
- Developed streamlined billing and invoicing systems - saved employer 2-3% monthly on contracting costs.
- Served as point of contact for vendors, project personnel, local and state agencies, and utility companies.
- Tracked and aided in the resolution of customer complaints - improved turnaround time by 2 days.
- Analyzed reports, spreadsheets and raw data to ensure guarantee of billing.
- Provided administrative assistance for several managers within Technical Operations, Construction and Service departments.
- Processed and tracked contractor's submitted invoices lifecycle including creation, accuracy and payment.
- Ensured field work is completed correctly and within the scope of work.
- Prepared and submitted various permit requests.
- Frequently managed timelines, labor and materials costs on projects while communicating expectations.
Education
Business Management -
SUNY Orange
01.2006
Business Management -
College of DuPage
01.2003
Skills
- Proficient in Microsft Excel, Word & PowerPoint and G-Suite
- Problem Solving
- Project Management
- AML & KYC
- Leadership
- LexisNexis
- Continuous Self-Improvement
- Verbal and written communication
- ThreatMetrix
- Receiving and Providing Constructive Feedback
- Fraud Investigations
- People Management
- Customer Satisfaction
- Prioritization
Timeline
Fraud In-Business Risk Specialist
Citi
11.2022 - 11.2023
Fraud Analyst & Disputes Resolution Specialist
Citi
02.2017 - 11.2022
Office Manager
MidSpan Telecom
01.2014 - 01.2017
Quality Assurance Coordinator
Time Warner Cable
01.2007 - 01.2014
Business Management -
SUNY Orange
Business Management -
College of DuPage
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