JACKIE MILLER
Columbus,OH
Summary
Results-driven FinTech Quality Assurance Specialist with a proven track record of over fifteen years in financial services. Adept at ensuring product quality and compliance. Now seeking a challenging role where I can leverage my skills. Open to new challenges and eager to bring my extensive experience to a dynamic team.
Overview
15
15
years of professional experience
Work History
Senior Quality Assurance Associate
Upstart
08.2021 - Current
- Conduct 150+ weekly detailed audits on various back-office tasks to ensure adherence to compliance
- Identify training opportunities to drive increased levels of overall operational quality
- Collaborate with internal stakeholders to cultivate awareness around knowledge gaps and therefore reducing risk
- Provide mentorship, training, craft quality assurance job aids and rubrics to enhance team proficiency
- Execute system testing to optimize functionality and performance
Claims Adjudicator (Temporary)
Ohio Job And Family Services
01.2021 - 07.2021
- Evaluated a high volume of unemployment claims through meticulous research
- Made critical decisions to grant, modify, deny, or terminate assistance based on key information and eligibility determinations
- Prioritized and organized tasks, achieving service goals through streamlined workflow management
- Collaborated with team members and management to meet goals
Global Support Representative
Alliance Data Systems
02.2012 - 11.2019
- Proficiently resolved customer credit card transaction disputes, payment disputes, credit bureau disputes and refund request ensuring adherence to compliance
- Delivered excellent service to customers through effective written communication
- Provided leadership, training and mentoring to newly hired employees, sharing comprehensive knowledge of dispute processes
- Participated in team meetings and training sessions to stay informed on changes and updates
- Consistently achieved 100% accuracy and exceeded productivity goals
Hardship Agent
Alliance Data Systems
01.2010 - 02.2012
- Evaluated customers financial situation to determine the best hardship program for their needs
- Conducted outbound phone calls and promptly responded to incoming calls
- Negotiated payments and setup payment arrangements
Customer Service Representative
Alliance Data Systems
04.2009 - 01.2010
- Responded to customer requests for various credit card information
- Answered a constant flow of customer calls ranging from 60-100+ calls per day
- Exhibited high energy and professionalism when dealing with customers
Education
Computer And Information Systems Security
New Horizon Computer Learning Center
Columbus, OHSkills
- Salesforce
- Data Analysis
- Problem Solving
- Risk Management
- Adaptability
- Mentoring and Training
- Customer Service and Support
- Solid Time Management
Timeline
Senior Quality Assurance Associate
Upstart
08.2021 - Current
Claims Adjudicator (Temporary)
Ohio Job And Family Services
01.2021 - 07.2021
Global Support Representative
Alliance Data Systems
02.2012 - 11.2019
Hardship Agent
Alliance Data Systems
01.2010 - 02.2012
Customer Service Representative
Alliance Data Systems
04.2009 - 01.2010
Computer And Information Systems Security
New Horizon Computer Learning Center