Felipe Sauceda
San Antonio
Summary
Accomplished leader with expertise in fraud/customer management and team development, honed at banking, operations, and retail. Spearheaded cross-departmental projects, enhancing operational efficiency and reducing fraud risk and improving customer satisfaction. Proficient in project management and creative problem-solving, driving team success and exceeding performance metrics. Recognized for innovative strategies that improved customer engagement.
Overview
21
21
years of professional experience
Work History
Fraud Operations Manager SAR
CitiBank
San Antonio
04.2025 - Current
- Leads and develops a high-performing team of Fraud SARs Investigation analysts, consistently exceeding performance metrics for quality and productivity.
- Directs department projects and process improvements by analyzing evolving fraud trends and applying evaluative judgment to proactively mitigate risk.
- Manages analyst case workflow to guarantee timely compliance with Service Level Agreements (SLAs) and departmental training standards.
- Spearheaded the integration of SARs line of business cross-over work between Banking and Credit Card departments to streamline operations.
- Assumes key project management responsibilities to support senior leadership and achieve departmental goals.
Sr Supervisor Customer Retail Service
CitiBank
San Antonio
09.2020 - 04.2025
- Enhanced team performance and efficiency in customer service through targeted coaching, and weekly performance reviews.
- Architected and implemented a new hire training strategy for Credit Card Customer Service Representatives, resulting in more effective and rapid onboarding.
- Conducted successful interviews and hire events, fulfilling all departmental staffing requirements with qualified personnel.
- Led site-wide calibration sessions and presentations for leadership to ensure consistent application of service standards.
- Managed additional responsibilities to support senior management initiatives and contribute to overall team success.
AML/KYC FRAUD Analyst
JPMorgan Chase
San Antonio
06.2015 - 09.2020
- Managed daily operations of the AML/KYC team, ensuring efficient management of alerts and case volumes while providing ongoing coaching and training.
- Conducted comprehensive reviews of consumer banking customer records, ensuring compliance with Anti-Money Laundering and Know Your Customer standards.
- Collaborated with various business lines to provide risk mitigation recommendations and supported the implementation of policy changes.
- Contributed to procedural improvements and served as a subject matter expert to front-line KYC specialists and analysts.
- Support development of procedural improvements to maximize effectiveness.
Customer Service Team Leader
JPMorgan Chase
San Antonio
05.2011 - 06.2015
- Lead team performance through targeted coaching on customer service and time management skills.
- Facilitated decision-making processes to safeguard interests of company, customers, and employees.
- Balanced additional responsibilities to support division manager and promote team success.
- Applied creative problem-solving techniques in coaching sessions and call assistance.
- Provided comprehensive support for team members by addressing queries and performance issues.
- Mentored specialists on career development and understanding of company policies and procedures.
Store Manager
Finish Line
San Antonio
01.2005 - 05.2011
- Developed and implemented marketing strategies addressing customer needs and enhancing service experience.
- Conducted weekly training sessions on customer service, sales methodologies, and product attributes.
- Fostered a service-focused atmosphere leading to increased profitability and revenue generation.
- Achieved reduction in shrinkage rates below corporate standards through diligent management practices.
- Supervised a team of 15 to 20 personnel, including three assistant managers.
- Executed daily sales programs to optimize performance and achieve objectives.
Education
High School -
McCollum High School
San Antonio05-2004
Skills
- Team Leadership & Development
- Customer Engagement
- Project Management
- Customer Experience
- Fraud/ Fraud Prevention
- Operation management
- Microsoft Programs
- Nice Programs
- Analyzing data
- Banking/Credit cards/Retail
- Creative Problem Solving
- Fraud management
Timeline
Fraud Operations Manager SAR
CitiBank
04.2025 - Current
Sr Supervisor Customer Retail Service
CitiBank
09.2020 - 04.2025
AML/KYC FRAUD Analyst
JPMorgan Chase
06.2015 - 09.2020
Customer Service Team Leader
JPMorgan Chase
05.2011 - 06.2015
Store Manager
Finish Line
01.2005 - 05.2011
High School -
McCollum High School