Regina Fesperman
Cassville
Summary
Experienced in workforce management and financial analytics with a focus on capacity planning and fraud prevention. Skilled at translating complex data into strategic insights, collaborating with cross-functional teams, and enhancing operational efficiency through effective staffing plans and innovative data visualization techniques.
Overview
23
23
years of professional experience
Work History
Ops Support Lead Analyst / Workforce Capacity Senior Analyst
Citigroup
12.2014 - Current
- Delivered monthly capacity plans and forecasts for collections recovery, KYC, mortgage, retail banking, fraud, and back-office operations.
- Developed annual and multi-year staffing plans for senior leadership across multiple business units.
- Aligned hiring strategies with forecasted staffing needs through collaboration with HR and recruiting.
- Transformed operational data into actionable insights that informed staffing and business decisions.
- Conducted variance analysis in collaboration with finance and operations to evaluate performance.
- Oversaw vendor remittance processes, expense reconciliations, accruals, and reclassification entries to ensure financial accuracy.
- Supported cross-training initiatives and trained new workforce capacity analysts.
- Participated in automation initiatives to enhance reporting efficiency for budget creation, agency vendor goals, forecasting, and month-end actual reporting.
- Created budgets, agency vendor goals, forecasting and month-end actual reporting for CitiFinancial portfolios
- Presented revenue budgets, forecasts, and actual results to management teams
- Prepared and presented daily dashboard performance and weekly KPI reports for CitiFinancial portfolios
Credit & Portfolio Fraud Analyst – Auto, Mortgage & Credit Cards
Citigroup
07.2009 - 11.2014
- Analyzed fraud activity to support investigations and mitigate losses.
- Conducted internal and external fraud investigations in collaboration with compliance and risk teams.
- Communicated updates to customers, law enforcement, merchants, and internal partners during fraud investigations.
- Facilitated dealer repurchases and processed guarantee claims for fraudulent transactions.
- Created financial reports detailing fraud losses and profitability impacts.
- Completed SAR documentation and streamlined fraud reporting processes for compliance.
BP&A Senior Financial Analyst
Citigroup
03.2008 - 06.2009
- Led a team of 25 specialists in forecasting REO portfolio losses.
- Built and maintained forecasting models for future credit loss projections.
- Verified, analyzed, and reconciled net credit loss reporting for first and second mortgages.
- Ensured accuracy and timely delivery of financial reports to support decision-making.
- Coordinated with business units for effective testing and reconciliation of financial data.
- Reviewed property values, loan documentation, and credit reports to assess risk and compliance.
- Developed process documentation and provided training for new analysts.
- Facilitated cross-functional meetings with loss mitigation, foreclosure, bankruptcy, and pre-foreclosure teams.
REO Forecast Analyst Team Lead
Citigroup
05.2005 - 02.2008
- Led a team of 25 specialists forecasting REO portfolio losses.
- Developed and maintained forecasting models to project future credit losses.
- Analyzed property values, loan documentation, credit reports, and mitigation activities to ensure accuracy and compliance.
- Facilitated cross-functional meetings with Loss Mitigation, Foreclosure, Bankruptcy, and Pre-Foreclosure teams.
- Oversaw employee development, coaching, and workload distribution to enhance team capabilities.
Fraud Prevention Associate
Citigroup
02.2003 - 04.2005
- Utilized fraud detection tools to proactively identify and address potential risks.
- Investigated and validated potential credit card fraud activity.
- Facilitated resolution of fraud inquiries for customers, merchants, and internal teams.
- Conducted IDDATA, RC2, and queue reporting analysis to uncover and analyze fraud trends.
Education
Bachelor of Business Administration (B.B.A.) - Finance, Banking, and Real Estate
West Texas A&M University
Canyon, TXSkills
- Workforce planning
- Budgeting and reporting
- Forecasting and financial analysis
- Process improvement
- Risk assessment strategies
- Operational risk management
- Collections and recovery strategies
- Data visualization
- Tableau and Power BI analytics
- Advanced Excel and Access skills
- IBM TM1 Cognos knowledge
- Nice WFM and Verint expertise
- Aspect eWFM proficiency
- Fraud analytics tools
- Data compliance practices
- Cybersecurity protocols
- Regulatory compliance measures
- Microsoft Office expertise
- Project management principles
Community Service
- Cassville Food Pantry, Volunteer, 01/01/25, Present, Assist with donation intake, inventory, food distribution, and community drives.
- Lost Paws Rescue of Texas, Volunteer & Fundraising Coordinator, 01/01/08, 12/31/20, Organized fundraising events and secured corporate donations., Coordinated foster programs and adoption events., Fostered dogs and cats awaiting adoption.
Timeline
Ops Support Lead Analyst / Workforce Capacity Senior Analyst
Citigroup
12.2014 - Current
Credit & Portfolio Fraud Analyst – Auto, Mortgage & Credit Cards
Citigroup
07.2009 - 11.2014
BP&A Senior Financial Analyst
Citigroup
03.2008 - 06.2009
REO Forecast Analyst Team Lead
Citigroup
05.2005 - 02.2008
Fraud Prevention Associate
Citigroup
02.2003 - 04.2005
Bachelor of Business Administration (B.B.A.) - Finance, Banking, and Real Estate
West Texas A&M University