Robin Duquella

About Robin Duquella

Financial Services Industry Fraud Operations Call Center Operations Billing…

Experience

1. Fraud Business Operations

   Barclays

   Dec 2015 — Present · Wilmington, DE, US

   Drive business value by identifying, testing and implementing operational strategy changes across Barclaycard US as it relates to Fraud in order to mitigate losses and reduce operating expenses while improving the customer experience Ensure all activities across Fraud are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and StandardsSignificantly improved the Control framework throughout Fraud OperationsResponsible for the definition, planning and delivery of Fraud strategy initiatives within Fraud Operations, ensuring adequate control and monitoring of risks and issues managementIdentified and closed procedure gaps while implementing a new formatting standard across more than 100 existing procedures Transformed the monthly and quarterly testing strategy from a check the box mentality to risk based thought processRevamped the Change Control process; implementing a more robust database to house documents, track approvals and attendanceResponsible for developing and publishing weekly communications, line of business overviews and monthly business results ensuring clear, concise and effective communication is provided to a wide range of stakeholders across Barclaycard US and the Global Fraud Transaction CycleResponsible for the Deposit, Consumer Lending and Internal Fraud teams

Education

• Niagara University

  B.S.

  1987 — 1991

• Seton Catholic Central

  Regents Diploma

  1984 — 1987

Skills

• Credit
• Business Process
• Leadership
• Claims Management
• Management
• Credit Risk
• Business Management
• Call Center
• Credit Cards
• Customer Service
• Vendor Management
• Call Centers
• Mentoring
• Project Management
• Fraud
• Executive Management
• Operations Management
• Loans
• Financial Services
• Banking
• Risk Management
• Analysis
• Process Improvement
• Fraud Prevention