Christopher Rocco Email & Phone Number

Hampton, New Hampshire, United States

Manages oversight and enforcement of the contractual obligations of its member agencies, as well as compliance with internal policies. Maintains strong partnership with master agencies to ensure compliance standards are being upheld.• Assist and review Master Agency set up of new member agreements in Reports & Payment system• Manage and track compliance monthly compliance reports.• Review required information for accuracy but not limited to:o Error & Omissions Insuranceo Cyber Liability Insuranceo Initial license collection and obtain updated license information upon expiration dateo W-9 – Request for Taxpayer Identification Number and Certificationo Member Tax Return review and analysis to confirm annual receipts.o UCC- filings for all members and maintain iLien database.

Andover, Massachusetts

Manages an internal audit program to ensure the company's policies and procedures. Develops /manages an audit program, including continuous monitoring and processes for following up on the implementation of audit findings and recommendations. Prepares audit reports for complex or multifaced audits. Ensures remediation management standards are executed within the business functions and are consistent with United States Banking Regulations.•Acts as a seasoned advisor, providing independent opinion on complex client problems and novel initiatives, and assisting with decision making.•Uses standard requirements elicitation techniques to understand client business requirements, processes, and roles. Follows established governance, audit and compliance, and change management principles.•Makes decisions by weighing several factors, some of which are partially defined and entail missing pieces of critical information.

Phoenix, Arizona Area

Manages oversight of regulatory or compliance risk events and corrective action process for the entire United States market. Maintains strong partnership with compliance officers and the banks to ensure proper ownership of events from a project management, business unit and compliance perspective, all while driving corrective action plans to completion. •Ensures remediation management standards are executed within the business functions and are consistent with United States banking regulation and compliance.•Drives end-to-end accountability to ensure resources are performing activities consistent with remediation management and testing standards across all corrective action processes.•Cross function networking with multiple business leaders to resolve regulatory gaps •Works closely with senior leadership to ensure all documentation and data are prepared for audits

Provide accurate and actionable feedback to Risk Operations in order to drive Customer Care Professionals and system performance, reduce compliance and financial risk to the business and minimize negative impacts to cardholders.• Averaged 500 monitor audits a month to align the business and make sure we stay compliant.• Updated online reference and training tools to help our Customer Care Professionals in minimizing compliance errors.• Worked with auditors on audits analyzing procedures and policies.

Coach new hire customer care professionals during instructor lead training, on the job training, and transition within the learning environment of American Express. Possess thorough knowledge of all Credit Operations, including American Express propriety systems. Compile data, transfer to Excel, Word, or PowerPoint. Perform analysis, identify trends, and track key metrics. • Collaborated and consulted with Instructional Design by recommending modifications to curriculum. • Aided in aligning the multiple levels of newly reorganized Learning Network. • Demonstrated strong leadership skills to create consistency in processes, policies, and focus on best practices.• Investigated escalated customer complaints processed by the new Customer Care Professionals, and responded to inquiries and concerns. Utilized five independent systems to ascertain data, interpret, identify appropriate courses of action and/or provide effective options.

Held a leadership role for 6-14 new employees collectively, a new team cycled every 12-14 weeks. Provided daily feedback on metrics and monitored calls. Coached to procedures and techniques using online reference tools, business philosophy, reporting systems, and metrics. • Traveled to Credit Partners sites in Canada, Ohio, West Virginia, and Phoenix to support outsourcing and right sizing initiatives.• Exhibited leadership qualities and assisted in the training of new coaches to help with the on boarding process.• Achieved 1.1 survey rating (out of a 4 point scale) from new learners during on the job training. These were correlated across 18 months, approximately 9 classes, and approximately 6-16 learners/class. This equates to a G1 top score-rating.• Organized and facilitated team meetings and feedback sessions.

Supervised inbound calls for business and personal credit collection accounts. Leveraged various computer systems to work efficiently and resolve customers’ problems.• Acted as Interim Team Lead in Manager’s absence to assist with escalated calls, or troubleshooting for peers.• Worked effectively as an individual contributor, and on several special assignments teams.

Phoenix, Arizona Area

Sell soft and hard merchandise to customers. Maintain and repair skis and snowboards. Train all new employees on safety and procedures in the back shop. Achieved top sales in ski department, averaging $5000.00 in revenue daily.Aided with ordering ski and snowboard merchandise from various vendors and suppliers.Assumed back shop repair after a month of employment and increased sales by 15%.

Glendale Arizona

Strive to achieve 100% occupancy produce reports and market surveys. Complete all paperwork with accuracy. Provided consulting to outside prospects to achieve goals of 306-unit property. Assisted with renewals and generated associated reports.Drove occupancy from 82% to 90% lease/occupancy rate within a 2 month timeframe through marketing focus and customer service. Resolved resident complaints within a 24-48 hour timeframe, escalating issues as needed to accomplish that goal.Generated weekly reports and competitive market surveys which were utilized by corporate headquarters.

Woburn Massachusetts

Demonstrate expert knowledge of ski and snowboard products and brands. Directly responsible for operational duties such as mounting, tuning, adjusting, and repairing. In charge of ordering all specialty equipment for customers and shop supplies for the store. Oversee store management as needed. Certified Wintersteiger operator for tuning skis and snowboards. Certified trainer on all epoxy work and edge repair. Trained all new employees on safety and procedures in the back shop. Assisted with daily opening and closing of the store, and helped with sales at peak selling time.

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