Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Leticia Galvan-Winkler

Summary

Professional with comprehensive understanding of business process improvement and optimization, consistently delivering impactful solutions. Known for collaborative approach and focus on achieving results, adapting seamlessly to evolving business needs. Skilled in process analysis, change management, and fostering team collaboration.

Overview

14
14
years of professional experience

Work History

Business Process Consultant, Lead

USAA
06.2024 - Current
  • Led the development of new policies and procedures to streamline internal operations across departments.
  • Coached team members on best practices, fostering a culture of continuous improvement and collaboration.
  • Conducted comprehensive analyses of client operations, identifying areas for improvement and providing actionable recommendations.
  • Championed a proactive approach toward problem-solving by assessing potential risks associated with system changes or enhancements.
  • Streamlined business processes by identifying inefficiencies and implementing best-practice solutions.
  • Optimized operational workflows for increased productivity and reduced errors.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Coordinated weekly meetings for internal and external groups.
  • Managed Fraud Issues Management (i.e., assess root cause of Issue, rate severity of root cause, develop/implement action plans, identify business partners for potential up/down stream impacts, controls development, etc.)
  • Implemented strategic opportunities and solutions for key stakeholders (i.e., build out of a Fraud Contact Center, Fraud Member Resolution Escalation Team, etc.)
  • Led planning, established routines, & execution of high complex projects (i.e., transition Fraud to Conversant, establish oversight for monitoring member profiles and accounts restricted by Fraud, modify fraud classification reporting to align with industry, to ensure accurate reporting, etc.)

Program Project Management, Lead

USAA
04.2019 - 06.2024
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environment and within tight deadlines.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Fraud Business POC for multiple agile work streams (requires submitting stories, providing requirements, acceptance criteria, change management and giving approvals)
  • Program Increment Planning (PIP) experience as a control partner; provide fraud advice, requirements, and identify downstream impact and risks to fraud, USAA or the member experience.
  • SME on various regulations, Reg E, Reg CC, BSA/AML, FCRA, UDAPP, Reg Z, etc.
  • Experienced with reviewing and providing risk rating rationales for New Activity Approval Committee submissions.
  • Experienced in execution and delivery of programs and projects intended to accomplish business goals and objectives within prescribed timeframes and budgets.
  • Detection SME and fraud advisor on the implementation of new systems, i.e. Norkom (ECAMS), Actimize (case management system), Zelle, and Orbograph (new check fraud solution), etc.

Lead Prevention & Detection Analyst

USAA
01.2016 - 04.2019
  • Business and analytical knowledge to identify process/strategy deficiencies.
  • Monitor operational metrics to improve processes for business solutions.
  • Research large fraud events or trends that result in fraud losses, in order to help identify gaps, improve member experience and recommend solutions and improvements for fraud detection & prevention.
  • Provide executive updates and insight to management on business performance.
  • Subject Matter Expert (SME) on end to end fraud processes, controls and procedures therefore able to provide consistent guidance, recommendations and challenge the business, stakeholders, leadership and various business partners across the Enterprise on new efforts, modifications to existing processes, changes to fraud controls, etc.
  • Developed onboard training for new Detection Analysts and facilitated the training.
  • Experience with identifying fraud risks, gaps or issues with fraud processes/procedures and opening MIGs in MetricStream
  • Experience with creating controls in order to minimize regulatory and compliance risks
  • Fraud SME on multiple initiatives for Bank (i.e., Acct Ownership Authentication, party assessment management tool, Reg E. workflows, Early Warning Services Identity Chek, AOA/EAV, etc.) and IMCO (transition of mutual funds to Victory Capital)
  • Fraud SME on multiple Process Excellence efforts (official check pull and void process, mortgage referral process, partial recoveries, account takeover process)

Fraud Prevention & Detection Manager

USAA
10.2011 - 01.2016
  • Managed and motivated Fraud employees to be productive and engaged in work.
  • Accomplished multiple Fraud tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Managed Fraud employees and the day to day operational functions fro financial crime management activities.
  • Skilled in communicating with employees to ensure the have the information, resources, and authority to accomplish business objectives.
  • Managed individual and team performance against individual and team goals.
  • Established a new Fraud team, which required creating procedures, workflows, training material, quality assurance, and reporting, specifically for detecting/preventing first party fraud.

Education

High School Diploma -

Thomas Jefferson High School
San Antonio, TX
05-1982

Skills

  • Business analysis
  • Problem-solving abilities
  • Organizational development
  • Requirements gathering
  • Time management
  • Multitasking Abilities
  • Effective communication
  • Adaptability and flexibility
  • Decision-making
  • Project management

Accomplishments

  • Supervised team of 10 staff members and had successful ratings .
  • Used Microsoft Excel to develop inventory tracking spreadsheets to monitor timeline and status of Fraud projects/initiatives.
  • Documented more than 8 mitigating and strategic action plans. Resolved 6 Issues by resolving root cause and stopped member harm, which led to successful approval and closure of these Issues.
  • Achieved by completing and implementing high visibility project with success and quality (i.e., transition Fraud from Enterprise to Bank, retire use of Unacceptable CAD across CoSAs, transition of Mutual Funds to Victory Capital, establish fraud monitoring of Zelle transactions, implementation of new Fraud Case Management tool system, and wire system (LAPS).

Timeline

Business Process Consultant, Lead

USAA
06.2024 - Current

Program Project Management, Lead

USAA
04.2019 - 06.2024

Lead Prevention & Detection Analyst

USAA
01.2016 - 04.2019

Fraud Prevention & Detection Manager

USAA
10.2011 - 01.2016

High School Diploma -

Thomas Jefferson High School

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