Sergio Bueno
San Antonio
Summary
Accomplished team leader with over 19 years of experience in leading, developing, and motivating employees to achieve excellence. Proven expertise in creating and implementing strategic process improvements that optimize performance and drive operational efficiency. Strong critical thinking, creativity, and innovative problem-solving skills consistently applied to meet evolving business needs and enhance team productivity. Committed to fostering a collaborative work environment that encourages growth and success for individuals and the organization.
Overview
20
20
years of professional experience
Work History
Manager, Bank Dispute Operations
USAA – Bank Disputes
09.2019 - 11.2025
- - Build and manage a high-performing team through staffing, training, coaching, and performance management.
- - Identify and manage risks related to Regulation E & Z to ensure full regulatory compliance.
- - Ensure risks are identified, measured, monitored, and controlled.
- - Maintain expert knowledge of the regulatory landscape to ensure compliance across the department.
- - Manage resources, contractors, and third-party vendor relationships.
- - Execute operational scorecards to monitor and achieve compliance and production goals.
Team Operations Manager
JP Morgan Chase – ACH Fulfillment, TX
01.2018 - 01.2019
- - Managed domestic and offshore operations handling post-mortem fund recovery.
- - Updated and improved procedures to strengthen service and operational efficiency.
- - Led offline analysts across multiple functions and identified process gaps to reduce business impact.
- - Managed inventory across six complex functions while meeting required service levels.
- - Conducted time studies, developed business metrics, and supported audit preparation.
- - Delivered continuous coaching and performance feedback.
Approval/Fraud/Non-Fraud Claims Associate Team Leader
JP Morgan Chase – Inventory Management / Claims, TX
04.2016 - 01.2018
- - Led teams responsible for approving or denying fraud and non-fraud claims.
- - Assessed risk and recommended financial decisions for claims from $5K to $100K.
- - Maintained compliance reporting and inventory tracking for manually created functions.
- - Communicated service levels, staffing needs, and deadlines to senior leadership.
- - Managed requisitions, hiring, and scheduling based on business inventory.
- - Ensured policies and procedures were followed and updated to mitigate risk.
- - Monitored performance and delivered coaching to improve skill and knowledge.
Account Management Team Leader
JP Morgan Chase – CCB Collection Credit Card, San Antonio, TX
09.2015 - 04.2016
- - Led and developed a team of 15–18 employees.
- - Ensured performance excellence in metrics including Kept to Contact and Resolve Rate.
- - Reviewed calls to ensure regulatory and policy compliance.
- - Promoted collaboration, inclusion, and diversity.
Retail Overdraft Team Leader
JP Morgan Chase – Retail Overdraft Team Leader
06.2015 - 09.2015
- - Supported a new Retail Overdraft initiative with minimal training.
- - Led team through rapid change and skill development.
- - Utilized CMS, SBS, and First Look Dialing System.
- - Developed staff to meet department standards quickly.
Loss Management Team Leader
JP Morgan Chase – Loss Management Team Leader
02.2015 - 06.2015
- - Led team managing 60+ day past-due credit card accounts.
- - Coached employees on objection handling and customer solutions.
- - Developed strategies to improve customer satisfaction scores.
- - Facilitated Drive It Forward initiative meetings.
Customer Service Hiring Manager – CMS Hiring Manager
JP Morgan Chase – Customer Service Hiring Manager – CMS Hiring Manager
12.2013 - 02.2015
- - Hired large-volume classes of 18–23 employees under aggressive timelines.
- - Coordinated with recruiters and supported job fairs.
- - Tracked new hire performance trends and attrition metrics.
- - Managed interview logistics and minimized compliance risk.
British Airways / Marriott Team Leader
JP Morgan Chase - British Airways / Marriott Team Leader
06.2012 - 12.2013
- - Supported onboarding for a new line of business.
- - Handled escalations from partners and ensured timely follow-up.
- - Reported performance results for metrics such as handle time and service levels.
Retail Credit Card Service Team Leader
JP Morgan Chase – Retail Credit Card Service Team Leader
11.2010 - 06.2012
- - Led a team of 15–20 employees and delivered performance-based coaching.
- - Worked with branch managers to resolve escalated customer issues.
- - Built reports highlighting learning gaps and service concerns.
- - Supported cross-site initiatives to improve collaboration.
Executive Office Team Leader
Sears Holding – Executive Office Team Leader
05.2006 - 11.2010
- - Managed inbound and offline specialists handling property damage claims.
- - Created legal-approved communication templates.
- - Led weekly calls with district managers to report findings.
- - Trained exempt and non-exempt employees.
- - Created new hire onboarding processes and performed hiring.
- - Served as Relief Department Leader for senior leadership meetings and reporting.
Education
Pursuing Degree - Business Administration
Northwest Vista College
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Goal setting
- Strategic planning
- Operations management
- Project management
- Conflict resolution
- Regulatory compliance
Timeline
Manager, Bank Dispute Operations
USAA – Bank Disputes
09.2019 - 11.2025
Team Operations Manager
JP Morgan Chase – ACH Fulfillment, TX
01.2018 - 01.2019
Approval/Fraud/Non-Fraud Claims Associate Team Leader
JP Morgan Chase – Inventory Management / Claims, TX
04.2016 - 01.2018
Account Management Team Leader
JP Morgan Chase – CCB Collection Credit Card, San Antonio, TX
09.2015 - 04.2016
Retail Overdraft Team Leader
JP Morgan Chase – Retail Overdraft Team Leader
06.2015 - 09.2015
Loss Management Team Leader
JP Morgan Chase – Loss Management Team Leader
02.2015 - 06.2015
Customer Service Hiring Manager – CMS Hiring Manager
JP Morgan Chase – Customer Service Hiring Manager – CMS Hiring Manager
12.2013 - 02.2015
British Airways / Marriott Team Leader
JP Morgan Chase - British Airways / Marriott Team Leader
06.2012 - 12.2013
Retail Credit Card Service Team Leader
JP Morgan Chase – Retail Credit Card Service Team Leader
11.2010 - 06.2012
Executive Office Team Leader
Sears Holding – Executive Office Team Leader
05.2006 - 11.2010
Pursuing Degree - Business Administration
Northwest Vista College