Jennifer Garman
Quality Assurance Coordinator
Berea,Ohio
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
Work History
Quality Assurance Coordinator
PNC Bank
Cleveland, OH
04.2022 - Current
- Collaborated with other team members to perform internal QA audits.
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
- Recommended improvements to systems and procedures for increased productivity.
- Completed various financial and quality audits for different departments.
- Use multiple banking systems to review fraud and non-fraud disputes for Regulation Z compliance.
- Reviews include debits/credits to customer accounts, mail correspondence, phone interactions, interest calculations.
- Collaborate with management and coworkers to develop procedures for new functions.
Detection and Investigation Analyst
PNC Bank
Cleveland, OH
02.2015 - 04.2022
- Process transactions in a high volume, high risk. SLA driven environment.
- Review customer transactions to detect possible fraudulent activity.
- Locate and route credit/debit card, ACH, and ATM transactions to correct account
- Review holds, alerts, and stops placed on accounts to verify transactions are authorized.
- Review and return fraud transactions on accounts in an overdraft status and reverse fees.
- Better Way Methodology including participation in daily huddles, problem solving sessions, and process confirmations.
Business Owner/Operator
Studio 42 Music
Brunswick, OH
09.2006 - 09.2014
- Supervised staff, managed payroll and ensured compliance with labor regulations.
- Negotiated contracts with vendors and suppliers to reduce operating costs.
- Monitored inventory levels, ordered supplies as needed, and maintained accurate records of purchases.
- Established relationships with banks and other funding sources to secure financing for operations.
- Reviewed customer feedback and made changes as necessary to improve customer service.
- Managed daily operations such as sales transactions, accounts receivable, payable, shipping, receiving functions.
- Took care of escalated customer concerns to increase satisfaction.
- Kept records for production, inventory, income and expenses.
- Supervised company social media and marketing efforts to expand brand awareness and attract new customers.
Senior Fraud Research Analyst
Charter One Bank
Cleveland, OH
01.2001 - 03.2006
- Monitor debit card use for potential fraud.
- Contact customer to verify transactions as either fraudulent or valid.
- Process claims generated by phone calls with customers or branch forms.
- Process chargebacks on fraudulent transactions.
- Maintain compliance with Regulation E.
Education
Bachelor of Arts in Religious Studies, Minor in Music -
Skills
- Precise
- Leadership Proficiency
- Training and Development
- Critical Thinking Skills
- Visual Inspections
- Team Collaboration
- Effective Multitasking
- Deadline Adherence
- Quality Assurance Experience
- Strong Work Ethic
Software Skills
- Dss/Tripps
- Webview
- Blue Zone/CICS/Host
- Windows 10
- Safari/Chrome/Edge
- Microsoft Office
- WorkDay/Pathfinder
- Outlook/Skype/Teams
- First Track/First Disputes
- Visa Online
References
References available upon request.
Timeline
Quality Assurance Coordinator - PNC Bank
04.2022 - Current
Detection and Investigation Analyst - PNC Bank
02.2015 - 04.2022
Business Owner/Operator - Studio 42 Music
09.2006 - 09.2014
Senior Fraud Research Analyst - Charter One Bank
01.2001 - 03.2006
Cleveland State University - Bachelor of Arts in Religious Studies, Minor in Music,
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