Felipe Sauceda
San Antonio
Summary
Dynamic operations leader with extensive experience at excelling in employee development and compliance management. Proven track record in enhancing team performance and driving fraud prevention initiatives. Skilled in data analysis and project management, fostering a culture of high-quality service and operational excellence.
Overview
21
21
years of professional experience
Work History
Operations Sr Supervisor
Citi bank
San Antonio
04.2025 - Current
- Lead and develop team of Fraud SAR Investigation analysts and ensure they consistently meet performance metrics.
- Management/coaching analysts to have an understanding of the Procedure, to build the behavior to achieve high quality and high-volume productivity.
- Facilitate weekly team meetings and/or 1on1s to ensure analysts developed to analyzed transaction data to detect, prevent future fraud loss, and to have the understanding of the regulations and policies.
- Manages department projects/processes, monitors and analyzes changes in Fraud trends and provides evaluative judgment.
- Provide support in everyday case work and support in-depth guidance and research to mitigate risk.
- Manage analyst case workflow to ensure SLA is meet in a timely manner, in addition managing department training compliance for SLA
Sr Supervisor CRS
Citi bank
San Antonio
09.2020 - 04.2025
- Management/coaching skills executed a positive impact to the teams scores by focusing on positive behavior skills in customer service, productive habits, efficiency, overall ownership resulting.
- Facilitate weekly team meetings and/or one-on-ones to ensure call monitoring expectations are met.
- Coached on key behaviors to drive business results.
- Interviewing, hiring events, and training to meet department needs.
- Select and retain talent by using the top Employee Opinion Survey.
- Led the execution strategy for new hire training for CRS.
- Led presentations and calibrations for site initiatives amongst leaders and Training ambassador.
- Ability to balance and take on additional roles and responsibilities to assist my senior manager and my division in order to succeed as one team.
AML/KYC Analyst
JPMorgan Chase
San Antonio
01.2015 - 09.2020
- Managed the Daily operations of AML/KYC Team by overseeing alerts/case volumes and proving ongoing coaching guidance, and training.
- Review consumer banking customer records, verification of account, and transaction monitoring to ensure Anti-Money Laundering and Know Your Customer (KYC) standards are being satisfied.
- Utilize all available tools to verify consumer purpose and legitimacy and Ability to research and understand consumer transactions using various.
- Additionally, identifying any AML risk to the firm and make a risk decision based upon all findings.
- Partner closely with variety of lines of businesses (Ops, Wealth management, AML Leaders) to provide mitigation recommendations.
- In addition help partners implement changes/updates to internal policies and processes.
- Support development of procedural improvements to maximize effectiveness, and SME to front line KYC specialist and additional Analyst.
Customer Service Team Leader
JPMorgan Chase
San Antonio
04.2011 - 01.2015
- My management/coaching skills made a positive impact to the teams' score by improving specialist's customer service skills, proper behavior, productive habits, time management, efficient skills resulting in turnaround team score rankings.
- Making the best decisions and taking the most appropriate actions to protect and benefit of the company, customers, employees, and peers.
- Ability to balance and take on additional roles/responsibilities to assist my division manager and my division in order to succeed as one team.
- Dynamic/creative outside-the-box thinking for call assistance, coaching sessions, and follow up.
- Providing 100% support for my team and peers by personally addressing questions, schedule issues, coaching performance issues, time/attendance issues, coaching/monitoring adherence, and call efficiency.
- Mentoring specialists in their new roles, their career path, and their understanding of company processes and policies.
STORE MANAGER
Finish Line
Victoria and San Antonio
01.2005 - 05.2011
- Addressed customer needs / Provided premium service experience in managing marketing strategies, hiring, scheduling per budget, training/development, as well as evaluating and promoting effective employee behaviors.
- Conducted a weekly one on one and group training sessions dealing with customer service, processes, steps of selling, and product attributes.
- Implemented service-oriented environment leading to increases in unit sales, revenue, and profitability.
- Reduced shrinkage rates to below company standards.
- Managed a staff of 15 to 20 - including 3 assistant managers / Ran a sales program on a daily bases.
Education
High School Diploma -
McCollum High School
San Antonio, TX05.2004
Skills
- Employee Development
- Employee Supervision
- Customer Service Management
- Operations Management
- Compliance understanding
- Fraud
- Regulations management
- Data Analysis
- Project management
Timeline
Operations Sr Supervisor
Citi bank
04.2025 - Current
Sr Supervisor CRS
Citi bank
09.2020 - 04.2025
AML/KYC Analyst
JPMorgan Chase
01.2015 - 09.2020
Customer Service Team Leader
JPMorgan Chase
04.2011 - 01.2015
STORE MANAGER
Finish Line
01.2005 - 05.2011
High School Diploma -
McCollum High School