Summary
Overview
Work History
Education
Skills
Certification
Technical Expertise
Timeline
Generic

Felicia Mackey

Chandler,AZ

Summary

Driven professional with 12+ years of combined experience. Strong background in providing conflict resolution. Resourceful in gathering relevant information regarding disputes, bankruptcy, mortgage, loans, customer service, fraud, casework, and caregiving, providing appropriate documentation and guiding both individuals and groups to reach satisfactory agreements and settle complicated issues. Devoted to adhering to ethical guidelines and laws throughout all casework.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Elderly Caregiver

Home Helpers Home Care
Scottsdale, AZ
08.2019 - Current
  • Maintained accurate records of services provided for each client.
  • Adhered to all applicable laws, regulations, policies, procedures and standards related to eldercare services.
  • Assessed client's needs and developed individual care plans accordingly.
  • Developed strong relationships with clients based on trust and respect.
  • Transported patients to medical, dental, and personal care appointments.
  • Monitored vital signs and medication use, documenting variances, and concerning responses.
  • Recorded client status progress and challenges in logbooks and reports.
  • Organized oral medications for clients following dosage and schedule requirements.

Credit Dispute Analyst

Upgrade, Inc.
Phoenix,, AZ
10.2021 - 11.2024
  • Monitored trends in dispute activity and suggested improvements to processes.
  • Analyzed transactions for potential fraud or errors.
  • Complete daily credit resolution tasks, debt verifications, and manage the accurate and timely processing of credit disputes, and compliance with the Credit Reporting Resource Guide (CRRG), Fair Credit Reporting Act (FCRA), and business Service-Level Agreements (SLAs).
  • Utilize training and working knowledge of Servicemembers Civil Relief Act (SCRA) laws and regulations, Metro-2 file, Online Solution for Complete and Accurate Reporting (E-Oscar), AUD, and Acdv's submissions.
  • Fair Debt Collection Practices Act (FDCPA), the Dodd-Frank Act (UDAAP), and the Consumer Financial Protection Bureau (CFPB)
  • Work closely with the Bankruptcy Litigation, Foreclosure, and Loss Mitigation teams to ensure proper treatment of our account in the bankruptcy case (Pacer).
  • Complete daily credit resolution tasks, debt verifications, and manage the accurate and timely processing of credit disputes, and compliance with the Credit Reporting Resource Guide (CRRG), Fair Credit Reporting Act (FCRA), and business Service-Level Agreements (SLAs).

Social Caseworker

Scott Business Group, LLC Staffing Firm
Phoenix, AZ
05.2021 - 10.2021
  • Provided direct casework services such as crisis intervention, counseling, advocacy, and referral services.
  • Maintained accurate case files to document all client contact information and interactions.
  • Collaborated with other professionals to develop treatment plans that addressed the physical, mental health and social service needs of clients.
  • Ensured compliance with state regulations governing Social Caseworkers practices.
  • Researched community resources to refer appropriate services for clients' needs.
  • Evaluated clients and formulated individualized service plans outlining short-term and long-term goals.
  • Establishing and maintaining interpersonal relationships, general clerical functions such as data entry and filing, verbal and written communication, eliciting and gathering information, modeling professional behavior with clients, time management and multitasking, and observation.

Consumer Reporting Analyst

Peyton Resource Group Staffing Firm
Phoenix, AZ
06.2020 - 01.2021
  • Developed complex queries to extract data from multiple sources for reporting purposes.
  • Provided technical assistance in troubleshooting issues related to reporting tools.
  • Provided support for the Credit Bureau Registry-related reporting, maintenance across different units/functions of the consumer business, and assisted with company and client audits.
  • Settled customer inquiries, determined the proper course of action for escalation, and expedited formal memos and correspondence.
  • Investigated and resolved account discrepancies in alignment with correct business processes.
  • Provided technical support for existing reports, dashboards or other tools.

Credit Bureau Disputes/QA Specialis/

Shellpoint Mortgage SVCS/Formerly Ditech Financial
Tempe, AZ
10.2018 - 01.2020
  • Analyzed user requirements and created detailed test scenarios to validate the functionality of software products.
  • Identified, investigated and documented defects in the system.
  • Provided technical guidance and mentorship to junior members of the QA team when needed.
  • Consulted with management and personnel to educate on QA standards.
  • Delivered responses and updates to credit bureaus in writing or by phone, as needed, to resolve disputes.
  • Researched issues and performed root-cause analysis to determine the causes and solutions for problems.
  • Trained and prepared new employees for this position to identify training needs and training programs.
  • Executed end-to-end tests to ensure all components of the system are working as expected.

IT/Customer Service Specialist

Cenlar FSB
Phoenix, AZ
03.2017 - 10.2018
  • Responded to customer emails with accurate product and service information.
  • Provided technical support for users experiencing hardware or software issues.
  • Developed documentation related to IT policies, processes, standards.
  • Created user accounts, set up permissions, and monitored system security.
  • Resolved conflicts between different hardware components or software programs.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Answered incoming customer inquiries regarding product and service information.
  • Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.

Jr Underwriter/Fraud Analyst, Credit Card Service

Wells Fargo Bank, N.A.
Tempe, AZ
02.2009 - 01.2017
  • Assessed the impact of changes in economic conditions on portfolio performance.
  • Reviewed loan applications and credit documents to assess risk and eligibility for approval.
  • Provided guidance to junior staff members on proper underwriting procedures and techniques.
  • Prepared reports summarizing borrower's credit history, assets, liabilities, income, and other relevant data.
  • Developed strategies for mitigating risks associated with various types of loans.
  • Documented all investigative findings in a clear, concise manner for senior management review.
  • Assessed customer and client data to detect potential fraud risks.
  • Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
  • Investigated cases of identity theft by verifying documents submitted by customers for account opening and transaction approval purposes.
  • Created detailed reports outlining findings from investigations into possible credit card fraud incidents.
  • Maintained up-to-date knowledge of applicable laws governing financial services industry standards related to credit card fraud prevention.
  • Evaluated current processes and procedures used in detecting credit card frauds and suggested improvements based on industry best practices.
  • Provided guidance to customers on how to protect themselves from fraudulent activities associated with their cards.

Education

High School Diploma -

Grant High School
Portland, OR

Skills

  • Record keeping
  • Credit dispute resolution
  • Technical troubleshooting
  • Case management
  • Dispute management
  • Medication management
  • Client assessment
  • Vital sign monitoring
  • Data entry
  • Safety awareness
  • Clinical quality program standards
  • Communication skills
  • Data analysis, fraud analysis

Certification

  • Level one fingerprint Clearance card
  • Certified CPR / First Aid

Technical Expertise

  • Visio RE- Pro Repossession software suite, Hogan System, Shaw, Ice, SaaS,AS400, Purchase express, Sun word, People Soft, Open Accounts v5.0. ACS, XPM, CLIPR, System2, Hogan, ACAPs, V2, Shiva. Spectrum, Salesforce, CPQ, Support CRM, and Ministry Works, Loansphere, LPS, MSP, Safeview, Process Management invoicing, Black Knight MSP, ALS, FDR, E-Oscar, Encompass. Prism, SharePoint, Pacer, Service Cloud Lightning

Timeline

Credit Dispute Analyst

Upgrade, Inc.
10.2021 - 11.2024

Social Caseworker

Scott Business Group, LLC Staffing Firm
05.2021 - 10.2021

Consumer Reporting Analyst

Peyton Resource Group Staffing Firm
06.2020 - 01.2021

Elderly Caregiver

Home Helpers Home Care
08.2019 - Current

Credit Bureau Disputes/QA Specialis/

Shellpoint Mortgage SVCS/Formerly Ditech Financial
10.2018 - 01.2020

IT/Customer Service Specialist

Cenlar FSB
03.2017 - 10.2018

Jr Underwriter/Fraud Analyst, Credit Card Service

Wells Fargo Bank, N.A.
02.2009 - 01.2017

High School Diploma -

Grant High School

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