Stephanie Volpe
Bulverde,TX
Summary
Forward-thinking Operations Executive with 20+ years experience leading large cross-functional teams in the financial and telecommunications industry. Driven and ambitious change leader recognized for creating high-performing teams with mission to deliver operational and customer-centered objectives.
Overview
33
33
years of professional experience
Work History
Executive Director, Card Fraud & Disputes
JPMorgan Chase
San Antonio, TX
08.2016 - Current
- Global head of customer contact centers in support of credit card and debit card fraud and dispute calls.
- Responsible for delivering operational performance, fraud prevention, and customer satisfaction targets across organization of 3K+ employees. Delivered record financial performance and customer satisfaction improvements YoY.
- Accountable for service strategies for customer portfolios including business, consumer, private wealth, and co-brand partnerships.
Executive Director, Retail Fraud Prevention
JPMorgan Chase
San Antonio , TX
08.2012 - 08.2016
- Global service leader over 500+ employee fraud contact center, supporting external and internal customers related to suspicious activity involving check deposits, new deposit accounts, and wires/digital transactions.
- Executed business strategies with Risk and Product stakeholders to reduce fraud.
- Deployed key initiatives reducing operational expenses while improving customer satisfaction metrics.
Senior Operations Manager, Branch Support
JPMorgan Chase
San Antonio, TX
01.2009 - 08.2012
- Led internal help desk operations serving as primary support to Chase branches for policy, procedure, and system support.
- Recognized for exceeding business metrics and deployment of service strategy aligned to branch needs.
Senior Manager, Retail and Lending Help Desk
JPMorgan Chase (Washington Mutual)
San Antonio, TX
03.2006 - 01.2009
- Led internal help desk serving retail branches for on-demand guidance to deposit products, home equity, and mortgage loans
- Served as liaison between retail operations and field branches. Led integration and branch conversion projects
Senior Manager, Customer Service
Verizon Business
San Antonio, TX
06.1991 - 03.2006
- Held various roles in support of consumer and business telecommunications customers
- Led customer direct contact centers, employee help desks, quality assurance, project management, and strategy development
Education
Bachelor's Degree, Political Science -
St. Mary's University
San Antonio, TX1991
Skills
- Leadership Development
- Operations Management
- Strategic Planning
- Business Process Improvement
- Vendor Management
- Internal controls and audit
- Agile Business Transformation
Affiliations:
- Diversity & Inclusion Council
- Women on the Move
- Military & Veteran sponsored events
- Executive Sponsor - University Liaison
- Executive Leadership Development Program
Timeline
Executive Director, Card Fraud & Disputes
JPMorgan Chase
08.2016 - Current
Executive Director, Retail Fraud Prevention
JPMorgan Chase
08.2012 - 08.2016
Senior Operations Manager, Branch Support
JPMorgan Chase
01.2009 - 08.2012
Senior Manager, Retail and Lending Help Desk
JPMorgan Chase (Washington Mutual)
03.2006 - 01.2009
Senior Manager, Customer Service
Verizon Business
06.1991 - 03.2006
Bachelor's Degree, Political Science -
St. Mary's University