Overview
Work History
Skills
Quote
Accomplishments
Summary
Timeline
Generic
Tara Causey

Tara Causey

VP, Fraud Operations Manager
Blountsville,AL

Overview

27
27
years of professional experience

Work History

VP, Fraud Operations Manager

CITY NATIONAL BANK
01.2022 - Current
  • Led the upgrades of 3 major fraud systems for ACH, Check & Wire resulting in increased team efficiencies and reduction of fraud losses by 25%
  • Successfully implemented a case management system establishing a central location for fraud trend tracking and reporting, providing new reporting and dashboards to management for analysis
  • The case management system also included a call authentication module providing enhanced and more secure authentication to increase client security
  • Analyzed existing rule strategies in the Wire system, performed rule modifications and analytics configuration changes which resulted in the reduction of false positives by 20% within the first six months

AVP, Network Operations Manager

IBERIABANK
01.2018 - 01.2022
  • Led the design and implementation of SolarWinds in an active/active environment for 24/7 network monitoring for 2 datacenters that had never had continuous monitoring, including managing the budget for the project
  • Managed 9 professionals directly and responsible for the salary budget, creating policies and procedures for network troubleshooting and monitoring, as well as building DR and BC plans for the organization as it relates to network availability
  • Instrumental to the execution of research and document automation capabilities for NOC systems, SDM tickets, announcements, and shift change notes
  • Due to a couple branches only having 1 circuit, established redundant circuits that reduced Network Outage time by 25% quarter over quarter and met 99.99% of network availability SLA
  • Collaborated with the team to migrate from SharePoint to integrate into ServiceNow, increasing Knowledge Base documentation by 50% within the 1st year and another 25% the 2nd year due to standardizing processes and consistent updates/review processes
  • Significantly improved team morale by acting as a buffer from upper management and establishing team meeting to understand their needs and pain points, leading to employee satisfaction and retention

VP, Risk and Operations Manager

BBVA COMPASS
01.2007 - 01.2018
  • Navigated through various promotions within the company, starting out as an Operations Manager, promoted into Single Point of Contact Manager, then Change Management, and lastly becoming VP, Risk & Operations
  • Directly managed upwards of 16 employees while overseeing multi-million-dollar budgets, transforming the business as a help desk expert to impact turnover, eventually leading to employees staying 20+ years with the organization due to influential leadership efforts
  • Performed problem analysis, develop implementation plans, track implementation to meet deadlines and continued monitoring to fulfill senior management requirements
  • Accountable for managing multiple parallel projects including resources, expenses, deadlines, and quality, ensuring budgets were adhered to while leading highly productive teams
  • Responsible for SLA management and that they are exceeded each month, continuously adjusting team goals to exceed performance metrics
  • Provided incident management of all technical outages including but not limited to ATM, network, email, and mainframe to ensure upper management is informed of the issues as they arise, change, and come to resolution
  • Successfully implemented One Time Passcodes as well as additional innovative solutions, leading to reducing ACH and wire losses by 50%
  • Resolved calls without escalation which resulted in increasing First Call resolution by 15% per year, as well as accelerated positive customer experiences
  • Avoided hold times by fixing issues faster through better knowledge and document management, decreasing average talk time and average speed of answer rates by 25% YOY
  • Migrated the organization from manual/paper processes to automated documentation and the ability to search trouble tickets, which allowed for issues to be resolved quickly due to repeatability

Skills

  • Risk & Operations
  • IT Operations Expertise
  • Training & Development
  • Customer & Employee Experience
  • Cross-Functional & Executive Collaboration
  • Goal Management / Attainment
  • Fraud Operations & Fund Recovery
  • Process Improvements
  • Relationship Building
  • Innovation
  • Team Building & Morale Boosting Initiatives
  • Talent Management & Retention
  • Program Management, Project Leadership & Budget Management
  • CAREER SUMMARY
  • Executive Risk and Operations Leader with 25 years of experience in innovative leadership, talent development and retention, as well as executing impactful fund recovery initiatives while managing multi-million-dollar budgets
  • Led the design and implementation of SolarWinds in an active/active environment for 24/7 network monitoring for 2 datacenters that had never had continuous monitoring, including managing the budget for the project
  • Advanced leadership efforts include building departments from the ground up, ensuring end-to-end success and accelerated growth
  • Due to a couple branches only having 1 circuit, established redundant circuits that reduced Network Outage time by 25% quarter over quarter and met 9999% of network availability SLA
  • Directly managed upwards of 16 employees while overseeing multi-million-dollar budgets, transforming the business as a help desk expert to impact turnover, eventually leading to employees staying 20 years with the organization
  • Successfully implemented One Time Passcodes as well as additional innovative solutions, leading to reducing ACH and wire losses by 50%
  • Managed 26 Level 1 and Level 2 professionals, developing and monitoring work center metrics while focusing on high-level recruiting, all levels of interviewing, and influential training processes to drive productivity across pr ofessionals
  • Achieved management buy-in on incentives including allowing employees to wear jeans on Fridays if they got it trouble call abandon rate below 5% and wearing jeans every day if they achieved less than 3%, gaining employee participation to achieve the goal and successfully getting to below 3% while improving morale and motivation for employees

Quote

You will recognize your own path when you come upon it because you will suddenly have all the energy and imagination you will ever need.
Sara Teasdale

Accomplishments

  • Help Desk Manager 2001 – 2007
  • Managed 26 Level 1 and Level 2 professionals, developing and monitoring work center metrics while focusing on high-level recruiting, all levels of interviewing, and influential training processes to drive productivity across professionals
  • Utilized Switch View to track and schedule all master calendar events including Mainframe IPL’s, server upgrades and software distribution
  • Developed and implemented a PC based on-site training program for helpdesk personnel, ensuring that agents were current on all technologies that supported customers
  • Achieved management buy-in on incentives including allowing employees to wear jeans on Fridays if they got it trouble call abandon rate below 5% and wearing jeans every day if they achieved less than 3%, gaining employee participation to achieve the goal and successfully getting to below 3% while improving morale and motivation for employees

Summary

Dedicated fraud prevention and strategy leader with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Timeline

VP, Fraud Operations Manager

CITY NATIONAL BANK
01.2022 - Current

AVP, Network Operations Manager

IBERIABANK
01.2018 - 01.2022

VP, Risk and Operations Manager

BBVA COMPASS
01.2007 - 01.2018

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Tara CauseyVP, Fraud Operations Manager