Aurora, CO 80015

Phone: 720.585.9728 Email: laura.scott@comcast.net

LAURA NELSON

EXECUTIVE PROFILE
Strategic Manager with more than 18 years in the financial industry driving the delivery of
multimillion dollar, high impact, service, and operational solutions. Experienced in resolving
external and internal client risk and developing new account opportunities and software systems to
increase profitability. Accomplished leader who excels at creating solutions for customers,
employees, and the company as a whole. Recognized by executives, colleagues, and clients as an
innovative, creative, and focused business professional. Additional skills include:

MANAGER QUALIFICATIONS

Strategic Planning
Process Development
Quality Assurance Development
Project Management
Beta Testing
Internal and External Audits

Program Implementation
Relationship Management
Organizational Strategy
System Audits
New Account Penetration
Product Development

Results Driven
New Product Implementation
Cost Containment
Professional Development
Take Charge Attitude
Collaborative Team Player

ACHIEVEMENT SUMMARY
First Data, Corp

1996-Present

Manager of Operations
Successfully managed several teams within fast-paced, consistently changing departments while creating and
implementing strategies that increase production and revenue while reducing costs.

Saved the company over $50,000 in expenses through business acquisitions and software migrations.
Created project plans, business documents, and enhanced systems that supported client requirements and
generated $150,000 annually.
Implemented a business plan to acquire check image and data entry process that reduced monthly costs by
$35,000.
Reduced client escalations by 40% through the creation of a form that outlined client processing needs.
Developed a cost-per-unit tracking system that identified volume-to-cost ratios for all processes.
Implemented a web-based payment system that reduced staff by 2 and saved $120,000 in salary expenses.
Developed compliance controls that saved the company $50,000 annually in fines and penalties.
Established the process that supports the reporting needs of all internal and external audits requirements
including Privacy requirements, FRCA audits, and SSAE audits.
Managed a team of 45 employees consecutively.
Manager responsibilities included hiring/firing of employees, development plans, quarterly stretch goals,
and individual development plans based on quality and productivity scores in addition to behavior
expectations.

Supervisor
Successfully delivered the highest level of customer service and developed the quality assurance process and team to
ensure continued client satisfaction.

Champion new client implementation, developed and executed project plan, business requirement
documents developed and system enhanced to support client requirements bringing a year over year
revenue of $150,000.
Developed a process for merchant boarding that brought in revenue of over $500,000 per year.
Established quality assurance process that increased client satisfaction by 20% in recent surveys.
Partnered with internal and external clients, management, and teams to evaluate organizational priorities,
define solutions, and oversee appropriate implementations timely to reduce risk of up to $20,000 per client.
Created a database that recorded all items audited by process and fields reviewed, compiled overall quality
scores, and revealed error ratios.

LAURA NELSON
Training Specialist
Created, implemented, and managed departmental processes and procedures.

Researched, implemented, tested, and maintained software systems that increased efficiency and
effectiveness of the department.
Served as the Training Specialist to all company departments. Developed and delivered training programs
that provided performance-based skills training, which has led to knowledgeable teams, numerous employee
promotions, reduced staff turnover, and increased job satisfaction.

EDUCATION
Bachelor of Arts Degree in Communications with a Minor in Business| University of tDenver|In Progress

Professional Certifications:
Six Sigma Green Belt

COMPUTER SKILLS

Windows Operating Systems

Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, and Visio)
Database Management (Oracle)
Document Reporting and Sharing (Impromptu and SharePoint)
Payroll Software (PeopleSoft)
Screen Capture (Snag It)
Out-of Office Application
Web-based tools for online research and communications

VOLUNTEER WORK
Active Volunteer with United Way, Saint Frances Center, and Denver Childrens Home

MORE INFORMATION ON LAURA NELSON

www.linkedin.com/in/lauranelson4/