Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
Diane Heffren