Summary
Overview
Work History
Education
Skills
Timeline
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Jacqueline Campbell

COLUMBUS,OH

Summary

Results-driven Product Analyst with JPMorgan Chase, skilled in applying business analysis fundamentals and advanced Excel. Proven track record in enhancing operational efficiency and client satisfaction through innovative solutions and effective decision-making. Detail-oriented with strong analytical thinking, successfully led quality reviews and automated testing processes to improve accuracy and reduce errors.

Overview

16
16
years of professional experience

Work History

Product Analyst, Credit Card Fraud Testing Team

JPMorgan Chase
08.2018 - Current
  • Lead and conduct various phases of quality reviews, testing to ensure systems, processes and projects meet defined operating model requirements. This includes components, functional, user acceptance, end-to-end joint testing with clients and third parties, model office, production parallel, regression and pre and post-production validation. Identify improvement opportunities, and propose solutions. Scope includes end-to-end test design, test scripts and artifacts, text execution, test automation, and requirements traceability. Currently, collaborating with stakeholders to automate test scripts for regression testing.
  • Develop and execute detailed test scripts with a focus on accuracy and detail, reporting necessary changes and updates. Report testing defects, when applicable. Re-test as needed to ensure 100% accuracy.
  • Validate functionality to ensure data integrity an accuracy between sending and receiving systems.
  • Support the deployment of new releases and implementations, ensuring effective change management processes.
  • Utilize Jira for creating detailed test cases and tracking defects, facilitating data import functionality and user testing.
  • Conduct testing for new products and services prior to production deployment, ensuring functionality, accuracy, and attention to detail.

Sr Specialist II, Fraud Claims Escalations-Project

JPMorgan Chase
10.2017 - 08.2018
  • Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
  • Identified areas in need of critical improvement and implemented strategies to achieve targets.
  • Managed approximately 60-80 complex calls per day, from inception to completion, ensuring timely delivery and client satisfaction.
  • Supported department leadership in implementing new policies, procedures and controls.
  • Results; instrumental in reducing overall call times amongst all call center environments.

Senior Specialist II, Fraud Claims Escalations

JPMorgan Chase
08.2015 - 10.2017
  • Assisted customers, bankers and peers with Reg E, UCC Check Forgery and IBP Chase Online Claims.
  • Assisted peers via Adobe Chat for resolution on existing claim disputes; approximately 60-80 per day.
  • Handled escalated calls for resolution and customer retention.
  • Called merchants in behalf of our clients for financial resolution.
  • Utilized strong listening skills, conducted extensive research using multiple tools, systems and platforms to get clear views of the scenario presented for best resolution for the customer and/or Chase. This required using sound judgement and analytical skills for effective problem solving.

Specialist II, Merchant Disputes

JPMorgan Chase
03.2013 - 08.2015
  • Followed all company policies and procedures to deliver quality work.
  • Made outbound calls to merchants and customers gathering information for dispute resolution. Processed an average of 15 to 20 Chargebacks per day.
  • Communicate clearly, professionally, and concisely via phone and written communication.

Sr. Client, Priority Services, Executive Line

JPMorgan Chase
03.2010 - 03.2013
  • Developed innovative solutions to complex problems, resulting in improved organizational performance.
  • Enhanced customer satisfaction by streamlining communication channels with all lines of business, resolving a variety of issues and concerns such as card replacement, fraudulent charges, travel issues, rewards redemption and general customer service inquiries.
  • Received Chase Global Lifeline calls; included working with outside entities such as U.S. Consulates, foreign Police Departments, hotels and restaurants to ensure our customers financials needs were met, and that their safety was first and foremost addressed, and to get them home safely.
  • Provided a winning overall experience for Elite and VIP Clients.

Education

High School Diploma -

Castlemont High School
Oakland, CA

Skills

  • Apply business analysis fundamentals
  • Technical writing
  • Advanced Excel and Word proficiency
  • Analytical thinking proficiency
  • Detail-oriented accuracy
  • Effective decision making
  • Proficient in conflict resolution
  • Effective time management
  • Effective verbal communication
  • Client support

Timeline

Product Analyst, Credit Card Fraud Testing Team

JPMorgan Chase
08.2018 - Current

Sr Specialist II, Fraud Claims Escalations-Project

JPMorgan Chase
10.2017 - 08.2018

Senior Specialist II, Fraud Claims Escalations

JPMorgan Chase
08.2015 - 10.2017

Specialist II, Merchant Disputes

JPMorgan Chase
03.2013 - 08.2015

Sr. Client, Priority Services, Executive Line

JPMorgan Chase
03.2010 - 03.2013

High School Diploma -

Castlemont High School

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