JOSE NICCOLO CARPENA
North Las Vegas
Summary
Accomplished fraud and collections leader with 15+ years of experience managing high-performing teams, mitigating financial risk, and delivering customer-centric solutions. Proven success in fraud detection, KYC, collections strategy, and compliance while driving performance improvement and developing future leaders. Recognized for fostering strong stakeholder partnerships, implementing process enhancements, and consistently exceeding service, quality, and portfolio goals.
Resourceful AVP with notable experience in overseeing operations, implementing strategic plans and managing team performance. Possess strong leadership skills, ability to foster productive relationships, and drive business growth. Made significant positive impact by reducing costs and increasing efficiencies in previous roles. Skilled in risk management, budgeting and regulatory compliance, offering solid foundation for success in similar role.
Overview
17
17
years of professional experience
Work History
AVP, Ops Desk/KYC / Detections / Disputes by Phone
Barclays US
Henderson
12.2022 - Current
- Lead fraud strategy development and implementation to reduce losses and strengthen compliance.
- Collaborate cross-functionally with peers, vendors, and stakeholders to align fraud and risk practices with business objectives.
- Coach and mentor people leaders, elevating leadership capabilities across teams.
- Consistently exceed service level and quality goals, delivering a best-in-class customer experience.
- Influence senior stakeholders to adopt fraud and risk strategies that balance customer satisfaction with operational efficiency.
- Led cross-functional teams to develop strategic initiatives and drive organizational goals.
Collections Team Manager
Barclays US
Henderson
01.2022 - 12.2022
- Directed a team of 20 associates, providing coaching, feedback, and daily performance reviews.
- Designed dashboards and reporting tools to enhance collections strategies and optimize delinquency recovery.
- Partnered with the dialer and strategy teams to improve portfolio outcomes and reduce risk.
- Ensured compliance with policies while maintaining high customer satisfaction.
Collections Supervisor / Manager
Wyndham Destinations
Las Vegas
01.2019 - 12.2021
- Managed a team of 12 associates and a Team Lead, focusing on development, performance, and career growth.
- Implemented structured coaching, 1:1 reviews, and leadership development plans.
- Enhanced operational efficiency by identifying procedural gaps and creating standard operating procedures.
- Drove improvements in delinquency management and accuracy through audits and data analysis.
- Partnered with leadership to refine strategies and achieve portfolio targets.
Collections Team Lead
Wyndham Destinations
Las Vegas
06.2017 - 01.2019
- Trained and coached associates to ensure compliance with FDCPA and internal policies.
- Resolved escalated customer issues and monitored call quality.
- Supported team performance through monthly 1:1s, compliance monitoring, and data accuracy audits.
Lead Collector / Supervisor
Diamond Resorts
Las Vegas
04.2009 - 12.2016
- Supervised collections team handling delinquent accounts, settlements, and payment arrangements.
- Partnered with management to design and implement strategies reducing delinquency rates.
- Resolved escalated customer disputes, billing issues, and interdepartmental challenges.
- Mentored collectors to improve negotiation, compliance, and customer engagement skills.
Education
Bachelor of Science - Business Administration
De La Salle University / De La Salle College of St. Benilde
Skills
- Fraud Detection
- Risk Assessment
- Collections Strategy
- Portfolio Management
- Leadership Development
- Coaching
- Stakeholder Engagement
- Influence
- Compliance
- FDCPA Guidelines
- Performance Metrics
- Dashboard Reporting
- Process Improvement
- SOP Development
- Conflict Resolution
- Customer Advocacy
Timeline
AVP, Ops Desk/KYC / Detections / Disputes by Phone
Barclays US
12.2022 - Current
Collections Team Manager
Barclays US
01.2022 - 12.2022
Collections Supervisor / Manager
Wyndham Destinations
01.2019 - 12.2021
Collections Team Lead
Wyndham Destinations
06.2017 - 01.2019
Lead Collector / Supervisor
Diamond Resorts
04.2009 - 12.2016
Bachelor of Science - Business Administration
De La Salle University / De La Salle College of St. Benilde