Dana Cuomo Email & Phone Number

Charlotte, Nc, Us

Charlotte, North Carolina, United States

Responsible for managing key fraud functions including Credit Abuse, Synthetic Fraud, 1st and 3rd Party Fraud, and payment risk strategies. Evaluate the quality or effectiveness of current fraud and credit abuse tools by leveraging analytical tools to solve complex business problems and create automated routines to proactively detect data drifts and performance migrations. - Manage CIP (Customer Identification Program) to evaluate performance and provide recommendations to prevent risk, improve controls and drive compliance.- Implemented Pre/Post Booking Credit Abuse process to identify potential fraud accounts based on risky merchants, high risk fraud markets, and payment reversals and route for manual review

Charlotte, North Carolina, United States

Technical Expert that partners with Auto business and Credit Risk leaders within Consumer Lending and Corporate Credit to design and execute on a credit risk framework to support new credit underwriting policy and decisioning framework that will be defined with new technology, workflow, policy controls, data and decisioning approach. - Provide auto lending subject matter expertise to Agile Scrum teams for delivery of solutions- Develop training and communication materials for change delivery and credit risk implementation processes- Complete unit testing and system testing for validation and accuracy of system changes- Support implementation of risk solutions for product management

Charlotte, North Carolina Area

Support lead for a total staff of 180 contracted employees and 35 STAR employees. Provide leadership oversight while completing ongoing research of highly sensitive material. Identify gaps in process, support data validation, and drive performance to meet service level agreements. Create policy and procedure guides to support the line of business.- Analyzing workflow policies/procedures and recommending changes as appropriate- Review customers transaction history within CPI remediation project to determine customer impact- Developed risk testing to ensure manual reviews were completed correctly and identify gaps in process/procedures

Charlotte, North Carolina Area

Lead multiple projects for enhancements within secured and unsecured underwriting to mitigate risk and ensure consistency amongst the department. Responsible for conducting interviews, mentoring newly hired lending managers, implementing process efficiencies and work with our legal, risk and compliance partners to create processes that are compliant with UDAP, FCRA, Card Act and other regulatory guidelines. Support banking centers to assist with customer inquiries for approval/decline on application for first call resolution. -Responsible for working with risk partners to assist with process flow, identify gaps, and recommend appropriate changes -Created overlay of credit report for department to include; underwriting, risk, compliance, and quality to create a consistent view to easily identify overall credit profile-Created income validation automation to reduce handle time from 5 minutes to 45 seconds

Charlotte, North Carolina Area

Managed a department of customer service associates in a contact center environment to assist with first call resolution. Responsible for staffing, customer experience, and operations to meet service level agreements. Partnered with GM corporate office to build process flow and identify most efficient and effective way to handle OnStar customers. - Manage a department of 10 supervisors and 97 associates- Responsible for the roll out of a new department awarded to the Charlotte site based on performance- Reduced AHT by 10% from 375 to 340 within first 2 months of managing team with focus on hold times and ACW Created efficiency and consistency for department by drafting procedures guides and process flow charts Improved outbound calls within 30 minute bucket from 65% to 85% in first 3 months

Charlotte, North Carolina Area

-Responsible for over 3500 Appraisers and 4500 Real Estate Professionals/Brokers. -Serve as the primary contact between the business unit and its designated external services providers within area of coverage. Communicates with internal staff to understand project needs, importance level and impact of the needs.-Develops and implements strategies to manage fee negotiations, provide counseling, suspension and/or removal of vendors where required, and recruitment of new vendors -Reduced fee panel by 10% increasing productivity 20%

Manage consumer loan underwriters in a contact center environment for unsecured lending. Facilitated new hire curriculum in a 4 week course for banking, customer service, and lending-Manage a team of 1 Team Lead and 15-20 team members-Recipient of 5 Customer Excellence Leadership AwardsFacilitator/Training and Development-Facilitated approximately 750 associates on a continuous basis with reoccurring education