Felipe Sauceda
San Antonio,USA
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.
Overview
22
22
years of professional experience
Work History
Fraud Operations Manager SAR
CitiBank
San Antonio, USA
04.2025 - Current
- Leads and develops a high-performing team of Fraud SARs Investigation analysts, consistently exceeding performance metrics for quality and productivity.
- Coaching guidance to understanding the procedure, analyzing patterns/behaviors to build skills to perform and mitigate risk.
- Direct 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, USA
09.2020 - 04.2025
- Enhanced team performance and efficiency in customer service through targeted coaching, and weekly performance reviews.
- Cultivated a customer-first culture that boosted Net Promoter Score (NPS) from needs improvement to a consist 100 and exceeds level through targeted training and feedback analysis.
- Created 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 LEADER
JPMorgan Chase
San Antonio, USA
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.
- Coaching guidance to understanding the procedure, analyzing patterns/behaviors to build skills to perform and mitigate risk.
- 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.
- Provide guidance and assist global with staff with AML/KYC related escalations.
Customer Service Team Leader
JPMorgan Chase
San Antonio, USA
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.
- Cultivated a customer-first culture that boosted Surveys and AHT to a through targeted training and feedback analysis.
Store Manager
Finish Line
San Antonio, USA
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/ Operation management
- Fraud/ Fraud Prevention
- Microsoft Programs
- Nice Programs
- Analyzing data
- Banking/Credit cards/Retail
- Creative Problem Solving
Timeline
Fraud Operations Manager SAR
CitiBank
04.2025 - Current
Sr Supervisor Customer Retail Service
CitiBank
09.2020 - 04.2025
AML/KYC FRAUD Analyst LEADER
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