RONALD MILLS
San Antonio,Texas
Summary
Forward-thinking individual dedicated to achieving results, as well as, meeting and surpassing company expectations. Extensive track record of cultivating talent and directing cohesive and focused teams. Excellent communication and analytical skills with high attention to detail and accuracy. 14+ years of customer service experience in fraud, clerical, billing, and government reporting. 4+ years of quality control experience in a supervisory role before employment with Citi.
Overview
14
14
years of professional experience
Work History
Fraud Ops Analyst
Citibank
07.2021 - Current
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Mentored new hires, resulting in stronger staff development with increased productivity and monitored participant workflow and behaviors throughout training process.
- Provided comprehensive case management for more than 60 Elder Abuse and 500+ fraud wire investigations, created action plans and connected clients and families to appropriate resources.
Quality Control & Recruiting Director
RSM Construction
04.2015 - 05.2022
- Developed strong employee and subcontractor productivity and ability to identify, isolate, and eliminate work hazards
- Established solid, positive, and productive work environment- by understanding the role and needs of all team members
- Source applicants through various methods including advertising, recruiters, job sites, career fairs, and online platforms. Informed candidates fully about the job and company and provided regular updates and feedback to company CEO
- Monitored production processes to gain understanding of problematic steps and rectify issues.
Fraud Ops Specialist
Citibank
10.2019 - 07.2021
- Lead AHT and Quality SME for Costco Fraud FEW dept.
- Coached peers during OJT/training period and facilitated 1:1 for both inbound and outbound trainees
- Educated peers on effective de-escalation techniques and reducing account handle time (peers AHT before coaching 2,920.0/ AHT after coaching 687.8)
- Received commendations from Mr. Scott Stockdale (SVP) and Mrs. Honey Fisher (VP)
- Received award for creating the Costco Fraud Logo used by Citi across all FEW dept.
- Consistent performance and OT awards for working 70+ hours overtime in the month of March
- Developed team members in a fast paced environment by regularly communicating new policy updates and expectations
- Monitored daily and weekly scorecard performance to produce an above average scorecard while maintaining a 1 in leadership
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
Research and Remediation Analyst
Wells Fargo
06.2015 - 04.2018
- Trained new hires in processes and procedures for financial institution, answering questions and providing guidance while overseeing growth
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Customer Service/Special Projects Coordinator
Aetna Insurance
10.2014 - 06.2015
- Provided elderly clients with exceptional customer service, demonstrating empathy as needed
- Became the lead "go-to" person for new reps and particularly challenging calls as a primary mentor/trainer of both new and established employees
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Education
Associates Degree - Business Administration of Applied Science
Hallmark University
San Antonio, TX06.2010
Skills
- Statistical Data Gathering
- Employee Coaching and Motivation
- Managing Operations and Efficiency
- Managing Multiple Priorities
- Performance Tracking and Evaluations
- Administration and Reporting
- Timelines and Milestones
- Inspirational Leadership
Accomplishments
Volunteer 48 hours of personal time at the DBMAT camp for disabled children & adults every year
Timeline
Fraud Ops Analyst
Citibank
07.2021 - Current
Fraud Ops Specialist
Citibank
10.2019 - 07.2021
Research and Remediation Analyst
Wells Fargo
06.2015 - 04.2018
Quality Control & Recruiting Director
RSM Construction
04.2015 - 05.2022
Customer Service/Special Projects Coordinator
Aetna Insurance
10.2014 - 06.2015
Associates Degree - Business Administration of Applied Science
Hallmark University
Similar Profiles
Destiny FieldsDestiny Fields
Fraud Operations Specialist at CitibankFraud Operations Specialist at Citibank
Zachary PedenZachary Peden
Fraud Operations Specialist at CitibankFraud Operations Specialist at Citibank
Karina MerzKarina Merz
Fraud Analyst at CitibankFraud Analyst at Citibank
Nikhil BhendeNikhil Bhende
Lead Technology Business Analyst at CitibankLead Technology Business Analyst at Citibank
TAVEA K SMITHTAVEA K SMITH
Dental Assistant/ Office Manager at Imagine DentalDental Assistant/ Office Manager at Imagine Dental