Summary
Overview
Work History
Education
Skills
Certification
Community Philanthropy
Timeline
Generic
Rosie Solorzano

Rosie Solorzano

Stevenson Ranch,California

Summary

Skilled Executive with 19 years of business development and strategic planning expertise. Adept at implementing improvements to optimize efficiency in business operations and reduce cost. Highly skilled in operational process optimization. Collaborative and dedicated to building and leading talented and motivated individuals.

Overview

19
19
years of professional experience
4
4
Certification

Work History

SVP, Group Operations Manager - Fraud & Operations

City National Bank
01.2016 - Current
  • Championed innovation by encouraging cross-functional teams to pursue creative solutions to complex challenges, such as improved online perimeter security which reduced ATO by 62% from prior year, incorporated voice biometric authentication which decreased client impersonation and reduced call centers AHT by 20%, launched Fraud SMS which increased right party contact and decreased processing time by 80%, and successfully upgraded multiple fraud detection systems
  • Collaborated with executive leadership team members on long-term strategic target operating model planning that ensured sustainable success for the company
  • Redesigned key controls, KRIs and procedures that ensure regulatory compliance, reduced risk, and increased efficiency across payment operations and call center teams
  • Established a culture of continuous improvement, leading by example to drive operational excellence across the organization with the implementation of Salesforce for streamlined case management, expanded fraud monitoring and call center support 24/7 and redesigned the payment claim processes to maximize recoveries and ensure proper RCA and investigation outcomes
  • Restructured payment and fraud departments for increased efficiency, optimizing resource allocation and improving communication between teams

VP, Senior Operations Manager - Office of the President

Bank of America
11.2005 - 12.2015
  • Led upgrades that improved Salesforce social media systemic service workflows, established industry-best social media servicing standards in finance and grew @BofA_Help following by over 100k
  • Maximized productivity and expanded impact by cross-training loan support staff to also service credit, deposit, and mobile app inquiries
  • Guided direct reporting staff in ensuring regulatory and media inquiries were properly researched and resolved within regulatory-defined timelines
  • Collaborated with cross-functional teams to establish effective risk management practices across all lines of defense
  • Reduced operational risks by conducting audits and implementing robust risk management strategies and procedures

Education

Bachelor of Business Administration IP -

Penn State

Skills

  • Operational Excellence
  • Business Development
  • Vendor Management
  • Leadership Development
  • Contact Center Management
  • Fraud Prevention & Detection
  • Regulatory Relations
  • Risk Assessment
  • Financial Analysis
  • Audit Remediation
  • Salesforce Design/Administration
  • Human Resources

Certification

  • Certified Fraud Examiner (CFE)
  • LEAN Six Sigma Certified
  • Agile Product Ownership
  • Project Management Professional (PMP)

Community Philanthropy

  • CNB Women's Network, Co-Chair, 2022-06-01, Present
  • California Family Life Center, Board President, 2022-05-01, Present
  • CNB Women's Network, Philanthropy Co-Chair, 2020-06-01, 2022-06-01

Timeline

SVP, Group Operations Manager - Fraud & Operations

City National Bank
01.2016 - Current

VP, Senior Operations Manager - Office of the President

Bank of America
11.2005 - 12.2015

Bachelor of Business Administration IP -

Penn State

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Rosie Solorzano