RONALD MILLS
San Antonio,TX
Summary
Senior Supervisor skilled in fraud analytics & claims with a proven track record of managing complex projects and providing general oversight. Effective communicator within and outside the function, gaining cooperation on operational processes, practices, and procedures. Demonstrated leadership in driving improvements in staff training and productivity to achieve goals. Excel at directing high-producing teams and fostering lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes for optimal efficiency.
Overview
10
10
years of professional experience
Work History
Fraud Ops Senior Supervisor
Citibank
2019.10 - Current
- Provided comprehensive case management on 1000+ Elder Abuse and fraud wire investigations; created action plans and connected clients and families to appropriate resources. Exceptional work-ethic eventually led to a promotion in a supervisory role
- Mentored and coached new hires, resulting in stronger staff development with increased productivity and monitored participant workflow and behaviors throughout training process.
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Served as subject matter expert on industry-specific regulations, providing guidance to stakeholders across various departments on best practices for maintaining compliance standards.
Quality Control & Recruiting Director
RSM Construction
2015.04 - 2022.05
- Established solid, positive, and productive work environment by understanding the role and needs of more than 20 team members
- Source applicants through various methods including advertising, recruiters, job sites, career fairs, and online platforms. Fully informed candidates about the job and company and provided regular updates and feedback to company CEO
- Improved product quality by implementing rigorous testing procedures and protocols.
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
Research and Remediation Analyst
Wells Fargo
2015.06 - 2018.04
- Ensured robust data protection practices by working closely with IT security teams to develop secure remediation protocols for sensitive information.
- Mentored 30+ junior team members in the intricacies of risk analysis and remediation strategies, fostering a culture of knowledge-sharing and professional growth.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Claims Analyst - Lead & Project Coordinator
Aetna Insurance
2014.10 - 2015.06
- Established open and professional relationships with 40 team members to achieve quick resolutions for various claims.
- Became the lead "go-to" person for new reps and particularly challenging claims as a primary mentor/trainer of both new and established employees
- Delivered high-impact results by skillfully guiding projects through all stages of planning, development, and implementation.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
Fraud Ops Specialist
Citibank
2019.10 - 2021.07
- Received commendations from Mr. Scott Stockdale (SVP) and Mrs. Honey Fisher (VP)
- Lead AHT (account handle time) and Quality SME (subject matter expert) for Costco Fraud FEW dept of over 300 team members.
- 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 award for creating the Costco Fraud Logo used by Citi across all FEW departments
- Awarded for consistent performance and working 70+ hours overtime every month
- 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.
Education
Bachelor of Science - Finance
San Antonio College
San Antonio, TX10.2025
Associates Degree - Business Administration of Applied Science
Hallmark University
San Antonio, TX06.2010
Skills
- Process Improvement
- Employee Coaching and Motivation
- Managing Operations and Efficiency
- Strategy Development
- Anomaly Detection
- Performance Tracking and Evaluations
- Administration and Reporting
- Timelines and Milestones
- Inspirational Leadership
- Fraud Prevention and Trend Detection
- Investigations and Data Analysis
- Verbal and Written Communication
Timeline
Fraud Ops Senior Supervisor
Citibank
2019.10 - Current
Fraud Ops Specialist
Citibank
2019.10 - 2021.07
Research and Remediation Analyst
Wells Fargo
2015.06 - 2018.04
Quality Control & Recruiting Director
RSM Construction
2015.04 - 2022.05
Claims Analyst - Lead & Project Coordinator
Aetna Insurance
2014.10 - 2015.06
Bachelor of Science - Finance
San Antonio College
Associates Degree - Business Administration of Applied Science
Hallmark University
Similar Profiles
Renato PontesRenato Pontes
Bank Teller at CitibankBank Teller at Citibank
Kamil BabayevKamil Babayev
Fund Accounting Expert at CitibankFund Accounting Expert at Citibank
Felipe (Philip) AdameFelipe (Philip) Adame
Branch Manager at CitibankBranch Manager at Citibank