Sherry Franklin Email & Phone Number

Knoxville, Tennessee

Primary responsibilities include monitoring, detecting and preventing fraud by or against customers while continuously monitoring processing activity to mitigate/prevent fraud losses associated with credit card processing. Key responsibility also includes growing leaders in the department and creating an environment conducive to growth and development within the organization. Additional responsibilities include managing risk and compliance aspects of our role while strategically driving individual and team performance.

Knoxville, Tennessee Area

Primary responsibilities include the facilitation of various issues at the Global Credit & Risk level to ensure all planned milestones are reported, tracked and closed in a timely manner. Also responsible for working with the North America Credit, Fraud, Collections and Risk Assessment teams along with US Bank to coordinate both internal and external audit requests that impact the Credit & Risk Team. • Promoted to Senior Manager in June 2016 • Received the Pinnacle Award in January 2015 (only the top 3% in the company recognized)• Recognized with multiple shield awards from various internal customers for recognition of contributions during audits/management of issues. • Worked with Payment Services Credit Risk Management (PSCRM) group to develop quarterly regulatory reporting• Worked with the Global Business Continuity Team to develop business continuity plans for most critical business areas in Operations.

Knoxville, Tennessee Area

Primary responsibilities included providing project support for the Financial Control team. Attended various calls and assessed the impact of each project on various areas within the department. Additional responsibilities included limited audit support for the Operations Compliance as needed.• Designed and implemented a quick-clicks dashboard for projects with hyperlinks that could be accessed by the local leadership team.• Worked with a team of individuals to build the first UDA roles and access models to support all of Elavon• Developed a centralized list of all reports, systems, and functions to assess impacts for various projects in Financial Control

Managed customer service, finance/accounting and other support areas throughout the Personal Insurance organization. Assigned tasks to associates, staffed projects, tracked progress and updated managers and senior leadership as necessary. Created solutions in areas of inventory, call sharing and product changes that led to system improvements and streamlined processes. Worked closely with all departments to create and maintain business performance objectives. Managed projects and served as primary liaison between local business center and senior leadership to ensure clarity of goals, quality and adherence to deadlines• Developed and implemented a process to track, monitor and establish goals for incoming mail which increased efficiency by 20% while significantly reducing redundancies and hand-offs• Reduced staff need by 50% for compliance-related processes while maintaining accuracy standards• Implemented a cross-training plan which increased efficiency by 25% and reduced processing time from 5 days to 2 days for customer facing transactions• Redeployed all Florida processing functions from Tampa to Knoxville with minimal disruption for agents and internal customers• Developed various technical workflow procedures allowing minimal disruption as we introduced off-shore processing teams• Designed and implemented a quick-clicks dashboard for procedures and step-by-step guides that is currently being utilized by multiple sites

Prepared financial reports and variance analysis, reporting monthly results that identified, quantified, and delivered opportunities to align with and achieve target financial commitmentsHighlights• Developed, implemented and managed financial reporting and control functions for multiple locations during a time of significant organizational change• Slashed staffing needs 25% by consolidating phone skills and introducing formal scheduling process for multiple sites and incorporating best practices into new design • Provided guidance and executed plans of improvement for cost containment and process efficiencies by supporting business center staff with gainful understanding of financial processes and information. This drove accountability for accurate financial allocations and tracking

Prepared QA Reviews for processing and customer service

Answered incoming calls from agents and customers for Personal Insurance needs