Eugenio Diaz

About Eugenio Diaz

With over 15 years of experience in managing and leading teams in various banking and financial sectors, I am a seasoned and results-oriented operations manager at U.S. Bank, where I oversee the ACH claims and disputes department. My mission is to ensure the timely and accurate resolution of customer cases involving chargebacks and fraud, while adhering to all regulatory and ethical standards. I excel at developing and implementing effective strategies, policies, and procedures that optimize the productivity, quality, and performance of my cross-functional team of analysts. I also leverage my skills in data analysis, reporting, and communication to provide valuable insights and feedback to senior leaders and stakeholders. Additionally, I foster a culture of collaboration, learning, and innovation among my team members, by providing coaching, mentoring, and recognition. Some of my notable achievements include:Directing the reorganization and realignment of teams in the department, resulting in improved efficiency and customer satisfaction.Establishing attainable productivity goals and key performance indicators, resulting in consistent and measurable outcomes.Creating a shared drive for the updated procedures and information, facilitating the merger initiative of other banks with U.S. Bank.Constructing informative reports for the department, assisting in resolving cases and identifying issues and opportunities for improvement.

Experience

1. Collections Manager

   U.S. Bank

   Aug 2018 — Present · US

   Managed a collections team in credit card divion as well as in claims and disputes

Education

• University of St. Thomas

  Bachelor's degree, Business Administration Business Management

• University of St. Thomas

  Bachelor's Degree, Business Administration and Management,

  2004 — 2009

• USMC Culinary School

  Certificate, Culinary

  1985 — 1986

• Uiversity Of St. Thomas

  Bachelor's degree, Business Administration and Management, General

• University of St. Thomas

  Bachelor's degree, Business Administration and Management, General

• University of St. Thomas - Opus College of Business

  Bachelors in Bus Adiminstration, Bus management

• Kaplan

  Insurance Producers License, Insurance P and C and Life

  2011 — 2014

• Prudential Learning Center

  Certificate, Operations Management and Supervision

  2000 — 2000

• Temple University

  Bachelor's Degree, Business Administration and Management,

  2005 — 2009

Skills

• Call Center
• Customer Retention
• Operations Management
• Customer Service
• Performance Management
• Cross-Functional Team Leadership
• Customer Experience
• Management
• Team Building
• Leadership
• Workforce Management
• Process Improvement
• Strategic Planning
• Insurance
• Employee Benefits
• Coaching
• Recruiting
• Analytics
• Customer Satisfaction
• Call Center Development
• Budgets
• Business Analysis
• Forecasting
• Business Process Improvement
• Account Management
• Contact Centers
• Change Management
• Integration
• Vendor Management
• Sales
• Avaya