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Sanda Bukaric
Information Security Analyst at American Express
Phoenix, AZ, United States
Details
Experience:
Responsible for ensuring the successful Resolution of Operational Risk Events (ORE's) and Corrective Actions (CAP's) impacting the US and LACC region as part of the Prevention & Resolution Issue Management Team [PRIME]
2021 : Present
American Express
Information Security Analyst
• Responsible for developing, reviewing, analyzing, and implementing reengineering opportunities, process improvements to include new policies/procedures.
• Evaluate information gathered from multiple sources, reconcile conflicts, decompose high level information into detailed business needs and distinguish user requests from underlying true needs
• Responsible for meeting extremely strict SLA deadlines with very high measure of accuracy.
• High accuracy rate within my team at over 95% accurate changes without errors or issues with no test environment
• Responsible for developing, maintaining, and troubleshooting hundreds of thousands of lines of code for all global regions across all lines of business (Credit, Collections, Corporate, Fraud).
• Collaborate with all bands of leadership within any organization to advise how the rules work within specific processes.
• Consult on new change requests to develop accurate and detailed change requests for audit and code development purposes.
• Coordinate multiple cross functional teams to identify, document, design, develop, implement, and maintain business rules that will drive efficiencies within the current Business Process and implemented capabilities.
• Lead the reorganization of activities that a system or process is composed of, to improve its efficiency, performance and drive simplistic and reusable rules components.
• Ability to complete fluid changes quickly and efficiently with fast turnaround time.
• Identify, fix, and report on issues found within the rules that may be causing errors or defaults within accounts.
• Proposed strategy fixes to gaps in rules identified during internal review.
2018 : 2021
American Express
Business Logic Developer II
• Effectively analyze accounts to prevent losses including reviewing activity for possible Anti-Money Laundering concerns and for charges violations of cardmember agreement. While maintaining 100% monitors for Decision Quality and procedural compliance adherence.
• Handle own worklist/portfolio voicemails and assign accounts in timely manner.
• Recognized with Process Excellence for submitting idea to assist in easier account handling.
2016 : 2018
American Express
End to End Account Manager
• Handled tough conversations with customers with ease.
• Selected for parallel session with leadership to display job function
• Certificate of Excellence awarded with Recognition from Senior Leadership
• Consistent top performer in department in all metrics; Top 10% of Department
• Chosen by leadership to assist peers with improving their metrics as a peer- coach
2012 : 2016
American Express
Account Manager
• Coached 3 separate new hire classes training from 4-12 people each class.
• Able to effectively coach and deliver feedback over various band levels.
• Strong leadership presence with ability to motivate, empower and build confidence in others
• Handled all escalations calls for the entire department, because of my ability to de-escalate and clearly communicate
• Proven ability to deliver extraordinary customer care and de-escalate challenging calls
• Took almost 200 escalation calls in total with a 2nd level request rate of less than 3.5%
• Trained entire department on Culture of Enquiry.
2014 : 2016
American Express
Interim Customer Team Coach
2021 : Present
American Express
Information Security Analyst
• Responsible for developing, reviewing, analyzing, and implementing reengineering opportunities, process improvements to include new policies/procedures.
• Evaluate information gathered from multiple sources, reconcile conflicts, decompose high level information into detailed business needs and distinguish user requests from underlying true needs
• Responsible for meeting extremely strict SLA deadlines with very high measure of accuracy.
• High accuracy rate within my team at over 95% accurate changes without errors or issues with no test environment
• Responsible for developing, maintaining, and troubleshooting hundreds of thousands of lines of code for all global regions across all lines of business (Credit, Collections, Corporate, Fraud).
• Collaborate with all bands of leadership within any organization to advise how the rules work within specific processes.
• Consult on new change requests to develop accurate and detailed change requests for audit and code development purposes.
• Coordinate multiple cross functional teams to identify, document, design, develop, implement, and maintain business rules that will drive efficiencies within the current Business Process and implemented capabilities.
• Lead the reorganization of activities that a system or process is composed of, to improve its efficiency, performance and drive simplistic and reusable rules components.
• Ability to complete fluid changes quickly and efficiently with fast turnaround time.
• Identify, fix, and report on issues found within the rules that may be causing errors or defaults within accounts.
• Proposed strategy fixes to gaps in rules identified during internal review.
2018 : 2021
American Express
Business Logic Developer II
• Effectively analyze accounts to prevent losses including reviewing activity for possible Anti-Money Laundering concerns and for charges violations of cardmember agreement. While maintaining 100% monitors for Decision Quality and procedural compliance adherence.
• Handle own worklist/portfolio voicemails and assign accounts in timely manner.
• Recognized with Process Excellence for submitting idea to assist in easier account handling.
2016 : 2018
American Express
End to End Account Manager
• Handled tough conversations with customers with ease.
• Selected for parallel session with leadership to display job function
• Certificate of Excellence awarded with Recognition from Senior Leadership
• Consistent top performer in department in all metrics; Top 10% of Department
• Chosen by leadership to assist peers with improving their metrics as a peer- coach
2012 : 2016
American Express
Account Manager
• Coached 3 separate new hire classes training from 4-12 people each class.
• Able to effectively coach and deliver feedback over various band levels.
• Strong leadership presence with ability to motivate, empower and build confidence in others
• Handled all escalations calls for the entire department, because of my ability to de-escalate and clearly communicate
• Proven ability to deliver extraordinary customer care and de-escalate challenging calls
• Took almost 200 escalation calls in total with a 2nd level request rate of less than 3.5%
• Trained entire department on Culture of Enquiry.
2014 : 2016
American Express
Interim Customer Team Coach
Company:
American Express
Spoken Language:
Bosnian, Croatian, English, Macedonian, Russian, Serbian, Spanish
About
• An extensive background of over 10+ years in banking, fraud, and customer service.
• An organized, detail-oriented, and conscientious self-starter, able to strategize and prioritize effectively to accomplish multiple tasks and stay calm under pressure.
• Highly organized and independent and able to effectively coordinate tasks to accomplish projects with timeliness and creativity.
• Able to work well without direct supervision yet responds well to feedback.
• Enjoys challenges and expanding skills to new areas.
• Enjoy working with and helping people while creating professional relationships.
Profile Photo
