Ian Correa
Wesley Chapel
Summary
Experienced leader dedicated to fostering transparency, approachability, and professional development. Advocate for personal branding and growth mindset. Seeking to drive positive change and contribute to business success through talent identification and development.
Overview
10
10
years of professional experience
Work History
Operations Consultant
BANK OF AMERICA
01.2025 - Current
- Developed strategic plans to optimize resource allocation and enhance productivity across multiple projects.
- Led training sessions for staff on best practices in operations management and process optimization techniques.
- Streamlined communication channels between departments, enhancing overall project coordination and execution.
- Managed project timelines to ensure timely delivery of operational goals while maintaining quality standards.
- Facilitated cross-functional collaboration to align operational strategies with business objectives.
- Implemented performance metrics to evaluate success of operational initiatives and drive continuous improvement.
Retail Fraud Servicing Academy Manager
BANK OF AMERICA
01.2023 - 01.2025
- Supported nine new hire cohorts through the 11-week RFS NH Progression Model totaling 155 associates during my time with the LOB.
- Supported twenty-two upskill cohorts for Zelle, Credit Card, ATM/Debit, Digital, and Check Fraud totaling 134 agents upskilled (excluding Zelle upskill during NH education).
- Delivered five SEED sessions plus a 90-day Capstone to six different new hire cohorts: 30 sessions, 111 associates total. The SEED sessions focused on explaining the key metrics of a Fraud Client Svcs rep to the classes with the Capstone focused on career progression.
- Aided the LOB with resume reviews and mock interviews upon request. Fifteen associates I worked with were offered the roles we prepared for.
- Scheduled coaching observation sessions with Team Managers to identify opportunities as it relates to coaching their performance outliers. My findings and actions taken were used by the Site Lead during 1-on-1’s to continue developing their direct reports.
- Assisted in the development of LOB Team Managers by shadowing their interviews and providing feedback to further develop their skillset.
- Delivered multiple Complaint Excellence sessions for the LOB which included Seven 4-hour sessions to Tampa RFS and SB Servicing. Also delivered Complaint Excellence T3 sessions to Tampa RFS leaders through phases 2-4.
- Selected to be part of a task force focused on modifying the NH Engagement Connects process to ensure Academy Managers were disseminating valuable feedback to support NH education and associate retention.
- Assisted the line of business in making several pivotal decisions regarding staffing – involved in the interview and selection process of seven Senior Client Advocates– all of which were certified Academy Coaches.
- Concluded 2023 with the following Teammate Voices Scores for the Academy Programs I supported: OSAT: 92.9% Likelihood to Recommend: 95.9% Role Preparedness: 88.3%
Client Svcs Team Manager (RFS)
BANK OF AMERICA
03.2022 - 01.2023
- Supervised and lead up to twenty-four direct reports.
- Achieved a 95% Employee Satisfaction score as well as a 95% D&I score.
- Identified and developed seven coaches between Q2 and Q3 of 2022 on a team that previously had zero coaches.
- Drove team performance to over 100% overall throughout every month as a team manager with a high of 104.20% overall.
- Volunteered to generate the floor plan for Tampa RFS to facilitate a smooth transition from a two-year work-from-home posture to an in-office posture.
- Continuously mentored coaches throughout RFS through their first Skills Practices and throughout their first OJT experiences.
- Champion for Tampa RFS.
Senior Client Services Advocate (RFS)
BANK OF AMERICA
06.2021 - 03.2022
- Provided coaching and support to my team and other teams within Retail Fraud Servicing.
- Compiled team metrics, identified outliers, developed a plan to address said outliers, and implemented that plan while communicating each step with my manager to ensure consistency throughout the process.
- Evaluated associate interactions with our clients to identify coaching opportunities.
Fraud Client Svcs Rep
BANK OF AMERICA
03.2020 - 06.2021
- Interim SCA from December 2020 – March 2021. Assisted with chat support, escalation resolution, resolving technical issues, conducting team meetings, and creating development plans for associates.
- Served as an OJT coach for two different new-hire classes as well as Proctor for one other class.
- Silver Award - Coach of the Quarter for Q4 of 2020.
Campus Safety Sergeant
BROWARD COLLEGE CAMPUS SAFETY
07.2018 - 03.2020
- Evaluated subordinates quarterly and developed improvement plans for them to facilitate their success.
- Served as Head of the Hiring Committee and interviewed approximately one-hundred and fifty candidates for hire in a panel setting alongside 4 other Sergeants.
- Met with teammates looking to advance in the company to review their resumes and conduct mock interviews.
Campus Safety Corporal
BROWARD COLLEGE CAMPUS SAFETY
08.2015 - 07.2018
- Facilitated digitization of the Campus Safety New-Hire Academy and piloted the Train the Trainer program.
- Served as the sole Field Training Officer in the department, training all new Officers department-wide for a period of seven consecutive months.
- Worked alongside the Dean of Business, Chief Fire Official, and the Director of Emergency Management to develop Occupant Emergency Action Plans for each building on campus.
- Served as a Public Safety Ambassador for the College Community.
Education
Associate of Science - Criminal Justice
Broward College
Fort Lauderdale, FL06-2020
Skills
- Customer relationships
- Operational efficiency
- Staff training and development
- Business process improvement
- Teamwork and collaboration
- Problem-solving
- Adaptability and flexibility
- Risk assessment
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Operations Consultant
BANK OF AMERICA
01.2025 - Current
Retail Fraud Servicing Academy Manager
BANK OF AMERICA
01.2023 - 01.2025
Client Svcs Team Manager (RFS)
BANK OF AMERICA
03.2022 - 01.2023
Senior Client Services Advocate (RFS)
BANK OF AMERICA
06.2021 - 03.2022
Fraud Client Svcs Rep
BANK OF AMERICA
03.2020 - 06.2021
Campus Safety Sergeant
BROWARD COLLEGE CAMPUS SAFETY
07.2018 - 03.2020
Campus Safety Corporal
BROWARD COLLEGE CAMPUS SAFETY
08.2015 - 07.2018
Associate of Science - Criminal Justice
Broward College
Similar Profiles
Cheryl BuddCheryl Budd
Relationship Banker at Bank of AmericaRelationship Banker at Bank of America
Andre S. ElphicAndre S. Elphic
Financial Center Assistant Manager at Bank of AmericaFinancial Center Assistant Manager at Bank of America
Marcus D. SmithMarcus D. Smith
Business Solutions Advisor at Bank of AmericaBusiness Solutions Advisor at Bank of America
Juan CortezJuan Cortez
Officer, Technical Liaison SME at Bank of AmericaOfficer, Technical Liaison SME at Bank of America
Jhoanna Ordonez-WhiteJhoanna Ordonez-White
Accounts Receivable Specialist at B&F Johnstone SupplyAccounts Receivable Specialist at B&F Johnstone Supply