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
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
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
- 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