Jazmin G. Madrid
Phoenix,Arizona
Summary
- To obtain a position with the organization where I can utilize and apply my skills of data analysis, customer service abilities, risk assessment, and leadership qualities to assist in advancing the company's goals. Eager to learn new skills and be a part of your team.
- I am a highly self-motivated professional with advanced customer service experience, multitasked individual, and well organized. I work well independently and as a positive team player. With several years in education and the banking industry.
Overview
18
18
years of professional experience
Work History
3rd Grade Teacher
Rogers Ranch Stem Academy; Laveen School District
Laveen, Arizona
01.2019 - 05.2024
- Responsible for instructing whole and small group students, using research-based instructional strategies, and differentiating to meet every student's needs.
- Creating lesson plans and sharing them with my grade-level team.
- Building a classroom family and community.
- Great classroom management skills and following school expectations.
- Attending and participating in Professional Learning Communities and Professional Development meetings.
- Utilizing the District curriculum to teach all content areas.
- Analyzing student assessment data and monitoring and adjusting based on the data.
- Keeping track of student grades, responding to parent emails, and filing student work.
- Meeting with administration team to discuss data, individual goals, and meeting with families for conferences and IEP meetings.
- I was also the team leader of third grade.
Claim Analyst II Back Office
Bank of America
03.2015 - 12.2018
- Conducted thorough research on claims related to merchant documentation, conducted in-depth analysis, and determined whether to approve or deny pre-arbitration requests based on examination of electronic customer and merchant files.
- Knowledgeable in first chargeback, navigating EPIC, and working with claims approaching Regulation E.
- Assisting the bank with minimizing risk by ensuring everything is done promptly per compliance guidelines.
- Meets/exceeds my production as well as quality.
- First Chargeback- Responsible for analyzing and researching debit card claims and processing the chargebacks on a timely completion.
- Calling customers if needing additional or missing information regarding their claim.
- Assisting in approving customer liability letters.
- Helping our ATM partners with check ordering.
- Achieved high levels of productivity and quality, resulting in global recognition as a top performer.
- Assisted in training of new hires, providing support with implementing new processes and familiarizing them with various systems.
Claim Analyst II Enabling Support
Bank of America
09.2014 - 03.2015
- Responsible for processing returned mail from our customers who filed disputes from the claim's department.
- Researching missing information and updating to their new addresses for the customer and resending the letters.
- Filing customer's inward and returned mail
- Analyzing to ensure all paperwork was attached to the customer's claim for electronic research.
- Also, assisted with prepaid fees and helped our ATM partners with check ordering.
Sr. Credit Card Analyst II Credit Acquisition
Bank of America
10.2010 - 09.2014
- Demonstrated superior decision-making skills, efficiently assessing credit card applications.
- Analyzing the customer's credit reports, customer's demographics, and making a decision to deny or grant their credit card application.
- Multi-tasking working the queues and taking customers' phone calls to provide an instant credit decision.
- Assisting the Additional Information specialty team with more risky applications.
- Excellent in balancing quality, efficiency, and customer delight to exceed monthly goals.
- Software skills; Credit DS, BOSS, MBNAHIS, Interact, Lexis Nexis, and the RAAT Tool.
Existing Credit Card Analyst II/ Risk Detection Unit
Bank of America
01.2008 - 10.2010
- Inward call environment, assisting customer's with their existing credit card accounts.
- Analyzed customer's credit line increase requests and assessed risk balance transfers, authorizations, lower APR analysis, and risk call-backs.
- Took appropriate action on customer accounts based on conversations, credit reports, and demographics.
- Making phone calls to our customers to better understand their financial situation.
- Strong communication skills in delivering difficult messages to our customers.
Customer Satisfaction Associate
Bank of America
04.2006 - 01.2008
- Inward call environment, assisting customers with general questions about their credit card accounts.
- Processing balance transfers, payments by phones, explaining interest charges and other bank fees.
- Customer delight in a fast paste environment, and exceeding monthly sale's goals.
Education
Bachelor's of Science in Elementary Education -
Northern Arizona University
05-2019
Associate's in Arts -
South Mountain Community College
05-2017
Diploma -
North High School
05.2005
Skills
- Data analysis driven
- Customer service abilities
- Risk assessment
- Leadership qualities
- Excellent customer service
- Problem analysis and resolution
- Organizational skills
- Strong communication and written skills
- Analytical Thinking
- Regulatory Compliance
- Technology skills: Google Drive, Microsoft Word, Excel, PowerPoint, ten key by touch
References
References available upon request.
Timeline
3rd Grade Teacher
Rogers Ranch Stem Academy; Laveen School District
01.2019 - 05.2024
Claim Analyst II Back Office
Bank of America
03.2015 - 12.2018
Claim Analyst II Enabling Support
Bank of America
09.2014 - 03.2015
Sr. Credit Card Analyst II Credit Acquisition
Bank of America
10.2010 - 09.2014
Existing Credit Card Analyst II/ Risk Detection Unit
Bank of America
01.2008 - 10.2010
Customer Satisfaction Associate
Bank of America
04.2006 - 01.2008
Bachelor's of Science in Elementary Education -
Northern Arizona University
Associate's in Arts -
South Mountain Community College
Diploma -
North High School
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