Stephanie Cecere-Black Email & Phone Number

Lakeville, Mn, Us

Minneapolis, Mn, Us

* Responsible for the strategic learning direction of regulatory, risk, and compliance learning at US Bank.* Developing, managing, and maintaining compliance training programs.* Expertise in the understanding of ethical practices, risk management protocols, and complex, changing regulatory environments (laws, regulations, standards, and policies).* Influencing complex programs and creating improvements that support talent strategies, business change, and growth, through stakeholder engagement and vendor management.* Qualitative and quantitative data analysis, to assess learning strategy effectiveness and recognize trends, gaps, and potential enhancements.

Richfield, Minnesota, Us

Developed Learning & Development training programs and projects to ensure adherence to risk and compliance standards.• Managed, coordinated, implemented global training focused on safety, risk mitigation, and compliance for a global workforce of ~100K employees.• Partnered effectively with cross-functional subject matter experts and stakeholders to define, document, approve learning objectives and content, promoting clarity and alignment across departments (HR/ER, Legal, Global Risk & Compliance, Cybersecurity, Enterprise Information Protection, and more).• Researched, wrote, designed training materials (syllabi, eLearnings, micro-courses, infographics, in-person and virtual presentations, SOPs, job aids, knowledge articles, communications), making them easy to understand and engaging for learners.• Created platforms and reporting structures that tracked, analyzed, and reported learning metrics that assessed the effectiveness of training programs and provided actionable insights for improvement.

Richfield, Minnesota, Us

Spearheaded multiple cross-functional change management, process improvement, and training projects to improve operational efficiency, ensure adherence to regulatory standards, and mitigate organizational risk.• Enhanced operational efficiency via process flow mapping, GAP analysis, streamlining, automation across multiple cross-functional teams (Legal, Privacy, Security Architecture, Network Security, Application Security, Vulnerability Management, Governance Risk & Compliance, Threat Detection & Response).• Organizational overviews, RASCIs, strategy, roadmaps, risk/priority aggregation• Business process design, support documentation, forms, templates• Monthly cross-functional business performance reports: KPIs, metrics, data• SharePoint Site Collection Administrator and Site Administrator

Richfield, Minnesota, Us

Supervised, managed lead-level Business Operations functions for a hybrid onshore/offshore team of ~10 employees supporting the privileged user Access Management functions (CyberArk platform).• Developed strategies, roadmaps to align to and achieve departmental goals.• Onboarded, trained, coached L3 Project Delivery / Development team members.• Reviewed, approved, delegated L2-L3 IT service management and change management tickets/tasks• Developed strategies, roadmaps to align with and achieve departmental goals• Created process documents, flowcharts, diagrams, templates• SharePoint Site Manager; site development, provisioning, management

Richfield, Minnesota, Us

Safeguarded critical data assets, implemented security measures, and ensured compliance with information protection policies to mitigate risks and safeguard the organization's data integrity.• Triaged Identity and Access Management (IAM), CyberArk-related system issues.• Curated ServiceNow Knowledge Base content, Configuration Items (CIs), Support Group permissions. • Developed reporting, metrics / measurement tools in ServiceNow, Excel.• Created onboarding process documents, flowcharts, diagrams, operations templates.

Richfield, Minnesota, Us

Optimized and maintained order management systems, ensured seamless order processing, and enhanced customer satisfaction through efficient fulfillment processes.• Overhauled SOX/PCI audit processes and user provisioning practices; increased security compliance across OMS user base (135K+ members).• Directed defect prioritization, escalation, fix scoping within an ITIL service management framework; contributed to 38% decrease in production defect count over a three-month period.• Triaged escalated systems / integration issues; drove, coordinated, communicated short- and long-term cross-functional improvements.• Decreased make-good losses due to fraud; increased accuracy and efficiency of customer reimbursement, communications processes.• Coordinated and communicated cross-functionally to drive short- and long-term improvements

Richfield, Minnesota, Us

• Collaborated with cross-system/cross-functional departments• Corrected functional, operational, system defects• Resolved Home Delivery and Ship-to-Home order exceptions

Richfield, Minnesota, Us

• Directed improvements to fraud prevention, data transmission, order processing, reconciliation• Developed enhanced reporting to translate complex bad debt, sales, and performance data• Enabled senior leadership to address loss trends, risk, staffing or productivity deficiencies• Increased overall company profitability

Richfield, Minnesota, Us

• Researched, resolved high-complexity inquiries, disputes, and chargebacks• Exceeded department standards; quality assurance scores in excess of 99% (Q3, 2011-Q1, 2012)• Saved BestBuy.com tens of thousands of dollars in quarterly losses• Contributed to the FY12 recovery of over $40M as a member of 15-person Chargeback Department• Repeatedly exceeded department productivity goals; completed 99% of cases 10-14 days early

Richfield, Minnesota, Us

• Audited performance of outsourced team of 5-10 offshore associates• Acted as functional SME; provided daily guidance, coaching to outsourced team members• Supplied governance team leadership, outsourced team leadership with performance, quality assurance statistics for audited team members• Managed and responded to credit card inquiries, disputes, chargebacks (internal BestBuy teams, external banking partners, outsourced offshore team), resolved escalated issues

Richfield, Minnesota, Us

• Resolved high-complexity inquiries, disputes, and chargebacks• Trained, developed, evaluated new associates• Communicated performance observations, assessments to leadership• Developed Standard Operating Procedures (SOP) documents and training materials

Dallas, Tx, Us

• Researched and resolved inbound Visa and MasterCard chargebacks• Issued outbound MasterCard prepaid credit card chargebacks• Reconciled processor, issuing bank, and association financial activity• Communicated with customers, vendors, banks, processors, law enforcement• Created, utilized quality assurance analysis/tracking spreadsheets: chargebacks, order verification, fraud screening• Developed training manuals, form letter/e-mail templates, worksheets

Dallas, Tx, Us

• Approved or rejected financial (wire/money transfer) transactions based upon assessed fraud risk• Fielded, researched, resolved high-volume inbound customer service, wire/money transfer inquiries

Eden Prairie, Minnesota, Us

• Managed daily workflow and quality assurance for 5 staff members• Researched and responding to credit card inquiries and chargebacks• Tracked department productivity and quality; reported findings to management• Trained, developed, and evaluated new associates• Developed training and evaluation documents and standards

St. Louis, Mo, Us

• Handled inbound calls from pharmacies, insurers, and members regarding prescription benefits, claims, etc.

Norwalk, Ct, Us

• Exceeded quality assurance guidelines by scoring 95.25% average over six months• Delivered cost avoidance in excess of $5K through consumer dispute resolution, conversion from paper-based procedure manuals (distributed bi-annually to approximately 300 associates) to online manual• Researched, resolved, and responded to executive-level escalated inquiries from the Better Business Bureau (BBB), Office of the Comptroller of the Currency (OCC), Federal Deposit Insurance Commission (FDIC), Attorney General’s Office, and consumers• Trained, developed, coached, and evaluated new associates• Wrote, conducted performance assessments, dismissals• Developed, published, and updated/maintained online reference manual• Handled written/verbal customer service inquiries within fast-paced call center environment

Master Of Science - Ms, Criminal Justice + Cybercrime Investigation & Cybersecurity Dual-Concentration

Bachelor Of Science - Bs, Communication Studies

Associate Of Arts (A.A.), Liberal Arts And Sciences, General Studies And Humanities