LaQueta Fuller
Philadelphia,PA
Summary
Strategic-thinking individual experienced in streamlining operations to decrease costs and promote organizational efficiency turning low-performing organizations into top revenue producers. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Business Development Manager
MFABI
Brooklyn, NY
12.2023 - Current
- Identify and pursue valuable business opportunities to generate new company revenue and improve bottom line profit. Increasing monthly revenue by ~$10k YTD
- Facilitate regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Partner with the warehouse to ensure client storing and shipping needs were met in a timely manner and with high quality.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations; and negotiated and closed agreements with new clients
- Streamlined internal processes by introducing innovative tools and technologies, enhancing overall operational efficiency. Resulting in an increase in TAT for onboarding new clients
DIRECTOR, FRAUD MANAGEMENT
CAPITAL ONE
Wilmington, Delaware
05.2006 - 12.2023
- Responsible for the operational, financial and customer experience performance for the Inbound Claims and Disputes Call Center team, comprised of 400+ reports globally
- Established OKRs to promote and support Bank growth, improve associates and customer experience and overall business performance
- Vast Fraud knowledge; Managed several fraud teams: Fraud Prevention and Detection, Claims and Disputes, Wire team, Organized Fraud and Internal Fraud
- Account Executive on several initiatives focused on driving cost optimization and reducing customer complaints; Partner with several partners and stakeholders across the company to drive the business forward
- Accomplishments: Led in effort to reduce OpEX costs across the department, resulting in $0.4M save YTD, significantly reducing overtime usage, improving productivity and increasing offshore footprint
- Accomplishments: Asked to manage a Fraud Prevention team with low productivity, SLA and high losses to improve performance; Successfully increased service level by 17% within 6 months, and met Associates performance targets, for the first time in over 2 years.
DIRECTOR, GLOBAL SOURCING AND SUPPORT LEAD
CAPITAL ONE
Wilmington, Delaware
- Established the offshore strategy and intent for several fraud operations teams to achieve significant operational profitability; Led the entire offshore transition, including onsite international visits for BPO selection
- Oversee third party relationships and performance, and managed third party contracts. Participating in contract negotiations and partnered across the Bank to analyze and assess third party costs and performance
- Simultaneously managed the Workforce Management and Asset Verification team, while leading the Offshore Vendor Management team
- Accomplishments: Led offshore expansion resulting in $2.05M annual savings and business continuity with dual geography strategy
- Accomplishments: Influenced VP to establish an asset and incident management, and scaled this team and the Workforce Management and Access Management team to support over 1k associates globally
Education
Some College -
Philadelphia University
Philadelphia, PaSkills
- Business Process Management (BPM)
- Lean Certified
- PMP Certification (in progress)
- Operation Leadership
- Strategic Planning
Timeline
Business Development Manager
MFABI
12.2023 - Current
DIRECTOR, FRAUD MANAGEMENT
CAPITAL ONE
05.2006 - 12.2023
Some College -
Philadelphia University
DIRECTOR, GLOBAL SOURCING AND SUPPORT LEAD
CAPITAL ONE