Summary
Overview
Work History
Education
Skills
Timeline
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Diana Rivera

Sylmar,CA

Summary

Quality assurance professional with comprehensive experience in quality control and analysis. Skilled in identifying and resolving issues, ensuring compliance with standards, and optimizing processes. Strong focus on collaboration, adaptable to changing needs, and committed to delivering reliable results. Known for precision, problem-solving abilities, and effective communication skills.

Overview

23
23
years of professional experience

Work History

Quality Control Analyst

Penny Mac
05.2023 - Current


  • Conducted root cause analysis for recurring issues, developing long-term solutions to prevent recurrence.
  • Improved overall production efficiency by identifying and resolving quality control issues.
  • Monitor phone calls to ensure compliance with professional and quality standards.
  • Evaluate processes, procedures, and activities for adherence to quality requirements.

Loss Mitigation Specialist

Penny Mac
02.2021 - 05.2023
  • Remained updated with latest information related to mortgage products and services being offered.
  • Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
  • Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
  • Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
  • Discussed property liquidation options with customers.

Senior Fraud Analyst

Intuit
09.2002 - 04.2019
  • Delivered targeted training programs to enhance staff knowledge of fraud detection methodologies and best practices.
  • Collaborated with cross-functional teams to develop and implement comprehensive fraud prevention strategies.
  • Provided expert guidance on emerging fraud trends, ensuring proactive response to new threats and risks.
  • Performed user acceptance testing
  • Identified and halted malicious fraud trends
  • Managed merchant escalations and conducted account closures for excessive chargebacks.
  • Conducted thorough reviews of chargeback trends and compliance analysis.
  • Collaborated with Amex for account requests and closures.

Education

High School Diploma -

Bishop Alemany High School
Mission Hills, CA

Skills

  • Sampling protocols
  • Customer focus
  • Transaction monitoring
  • Fraud prevention
  • Banking operations
  • Fraud audit support
  • Fraud loss mitigation
  • Fraudulent transactions analysis
  • Electronic payments
  • Cash management
  • Teamwork and collaboration

Timeline

Quality Control Analyst

Penny Mac
05.2023 - Current

Loss Mitigation Specialist

Penny Mac
02.2021 - 05.2023

Senior Fraud Analyst

Intuit
09.2002 - 04.2019

High School Diploma -

Bishop Alemany High School

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Diana Rivera