Jessica Russell
Wimauma,FL
Summary
Reliable business professional with experience in project management, testing, documentation, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Proven history of reliability shown when completing testing and maintaining detailed records of actions. Engaging and pleasant personality with dedication to accuracy and efficiency.
Overview
25
25
years of professional experience
Work History
Chargeback Effectiveness Analyst
Conduent
08.2023 - Current
- Investigated disputed Fraud and Non-Fraud credit or debit card transactions for effective chargeback processing.
- Conducted detailed investigations into complex cases, resulting in successful resolutions for both company and clients.
- Conducted regular audits of past cases to ensure compliance with internal policies as well as relevant laws and regulations governing chargebacks.
- Identified trends in fraud patterns, enabling proactive measures to mitigate risks associated with high-risk transactions or industries.
- Reduced financial losses from chargebacks by closely monitoring transactions and identifying suspicious activity.
- Developed customized reports for senior management, highlighting areas of concern and recommending strategic improvements based on findings.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Maintained thorough knowledge of changing industry regulations, ensuring compliance in all chargeback processes.
Business Systems Analyst
National General Insurance Company
03.2023 - 07.2023
- Prepare test plans and scenarios for usability testing, execute test scenarios, approve project implementation and verify the production output upon implementation
- Responsible for verifying the accuracy of new states/products, rate revisions, projects, and production problem corrections, to ensure a quality product
- Formulate the test strategy for testing through analysis of system requirements which includes participating in meetings to discuss specifications
- Assist in project planning, incorporating system considerations for various operational areas, and submit the request for programming changes
- With supervision, coordinate and document the resolution of problems encountered during and subsequent to the usability testing
- Assist in performing quality control procedures in the production environment
- Assist and participate in project reviews, revisions, production problem corrections, enhancements, and usability testing of any functionality required to administer policy sales and servicing in the NPS and ANA operating systems
- Assist as a liaison between developer and end-users, provide technical support to successfully implement system changes to the comprehensive policy and agency management system to comply with filed programs for multiple states, companies, products, and lines of business
- Increase business and system knowledge.
- Assessed business requirements to create focused solutions.
- Managed multiple projects simultaneously, consistently meeting deadlines while maintaining a high standard of quality workmanship.
Asset Service Analyst - Contract
Citi
10.2022 - 01.2023
- Acted as liaison between Institutional Global Clients and Custody Operational groups to ensure timely and accurate resolution of client inquiries
- Worked to ensure complex Corporate Actions, Income and Proxy events are executed on time, and as directed
- Managed client inquiries related to Corporate Actions, Income and Proxy events for global accounts
- Resolved complex problems where the analysis of situations or data requires an in-depth evaluation of basic securities, cash and trade processing procedures and industry standards
- Managed client relationships and demonstrate competence in improving and turning around relationships at risk; seek and create the best possible solutions for clients requiring customized services, greater efficiencies, timeliness, and overall quality of services performed
- Actively participated with Relationship Management in regular service review meetings, due diligence sessions, and client visits
- Demonstrated the ability to analyze and resolve client inquires, liaising with internal business partners to deliver best in class client service
- Maintained focus on client centricity while managing multiple demands and competing priorities to deliver value to client
- Demonstrated commitment to Company's credit and risk processes through day-to-day activities, sharing information related to regulatory changes and advocating process/policy improvements
- Lead projects and/or offer solutions for assigned securities processing area
- Followed established procedures to identify problems related to securities and derivatives settlement that require investigation or research
- Provided analytic support to traders and support review of derivative products
- Delivered reports to satisfy management requirements, support control activities, and the launch of products services.
- Collaborated with cross-functional teams to identify areas for service improvement, implementing changes to exceed client expectations.
Monitoring and Optimization Analyst
FIS
07.2018 - 06.2022
- Provides daily direction and communication to employees and management so that the daily work volumes are assigned and processed in a timely, efficient, and knowledgeable manner
- Provides continual evaluation of processes and procedures
- Performs analysis of the business goals, objectives, and needs of the general business environment for appropriate segment, division, group, or line of business
- Performs analysis utilizing data from multiple sources to communicate specific requirements to meet business goals and objectives
- Identify and implement best practices and offer suggestions on optimizing current practices
- Calculate/estimate the costs and benefits of alternative solutions to establish their viability
- Responsible for daily, weekly, monthly, and Ad Hoc reporting
- Create and publish standard operating procedures
- Works directly with the Dispute business group and IT team to assist with designing effective and detailed user acceptance test plans based on submitted and approved business requirements
- Completes business-related testing, user acceptance, and complete regression testing on all newly built functionality in primary Dispute applications
- Maintains the process of defect research, submission, and verification
- Completes functional testing of production software in pre-production environments
- Participates in discussions and documents requirements for the development of new projects, integrations, and enhancements.
- Validated results and performed quality assurance to assess accuracy of data.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Queried databases for information needed for report processing.
Business Support Specialist
FIS
07.2015 - 07.2018
- Provided daily direction and communication to employees and management so that the daily work volumes are assigned and processed in a timely, efficient, and knowledgeable manner
- Provided continual evaluation of processes and procedures
- Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers
- Provided statistical and performance feedback and coaching on a regular basis to each team member
- Write and administer performance reviews for skill improvement
- Available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution
- Insured employees have appropriate training and other resources to perform their jobs
- Responded to and resolved employee relations issues expressed by team members; creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
- Assisted the manager with the daily operation of the department to include the development, analyses, and implementation of staffing, training, scheduling, and reward/recognition programs
- Worked as a member/leader of special or on-going projects that are important to area/process improvement
- Shared continual responsibility for deciding how to manage the employees ensuring work volumes are handled efficiently and effectively
- Established work procedures and processes that support company and departmental standards, procedures, and strategic directives
- Assisted in creating operating procedures for dispute processes
- Performed KYC analyses to prevent Fraud, determine client eligibility, and ensure client information is correct and in compliance with all Federal Regulations
- Used appropriate judgment in upward communication regarding department or employee concerns
- Supported all Clients with escalated inquiries on exception/system issues via email, CMS, and phone communication
- Reported any system issues/errors to the System Development Team and assists with resolution.
Applications Tester
FIS
07.2012 - 07.2018
- Worked directly with the Dispute business group and IT team to assist with designing effective and detailed user acceptance test plans based on submitted and approved business requirements
- Completed business-related testing, user acceptance, and complete regression testing on all newly built functionality in primary Dispute applications
- Maintained the process of defect research, submission, and verification
- Completed functional testing of production software in pre-production environments
- Participated in discussions and documents requirements for the development of new projects, integrations, and enhancements.
- Streamlined testing procedures by developing and implementing efficient test plans and scripts, expediting the QA process.
- Maintained compliance with industry standards through adherence to established quality assurance practices in all aspects of testing activities.
- Managed multiple concurrent projects efficiently while maintaining attention to detail and ensuring the highest quality of deliverables.
Chargeback Specialist/Client Relations
FIS
06.2012 - 07.2015
- Optimized resource allocation through workload analysis, ensuring timely completion of tasks and reduced operational costs.
- Provided continual evaluation of processes and procedures
- Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers
- Provided statistical and performance feedback and coaching on a regular basis to each team member
- Wrote and administered performance reviews for skill improvement
- Insured employees have appropriate training and other resources to perform their jobs
- Responded to and resolved employee relations issues expressed by team members; created and maintained a high-quality work environment so team members are motivated to perform at their highest level
- Assisted the manager with the daily operation of the department to include the development, analyses, and implementation of staffing, training, scheduling, and reward/recognition programs
- Worked as a member/leader of special or on-going projects that are important to area/process improvement
- Shared continual responsibility for deciding how to manage the employees ensuring work volumes are handled efficiently and effectively
- Established work procedures and processes that support company and departmental standards, procedures, and strategic directives
- Assisted in creating operating procedures for dispute processes
- Performed KYC analyses to prevent Fraud, determine client eligibility, and ensure client information is correct and in compliance with all Federal Regulations
- Performed analyses to identify and implement best practices and suggest how to improve current processes
- Improved customer satisfaction by providing timely and accurate responses to inquiries regarding chargeback disputes.
- Reduced instances of fraudulent transactions with thorough investigation and analysis of chargebacks.
- Conducted regular audits of past cases to ensure compliance with internal policies as well as relevant laws and regulations governing chargebacks.
- Provided chargeback dispute processors with direction on handling complex dispute cases based on Visa, MasterCard Rules and Regulations while adhering to internal processes and procedures
- Assisted Accounting department with the resolution of settlement irregularities
- Client Relations: Direct contact for our Self-Service chargeback processing Clients
- Provided direction to Clients on the dispute process and workflow
- Provided Client training on the Dispute Resolution processing system
- Handled escalations from Clients related to system errors, processing inquiries, and financial settlement
- Assisted the system development team in reporting, testing, and resolution of system errors impacting the Clients.
Chargeback Analyst II
FIS
11.2010 - 06.2012
- Responsible for processing first chargebacks, representments, and pre-arbitrations to merchants while adhering to the rules and regulations set forth for dispute processing by Visa/MasterCard, Regulation Z and Regulation E
- Handled all aspects of processing disputes that must be worked outside of the normal parameters (dispute system, timeframes, etc.)
- Handled escalated dispute cases and emails assigned to me by management
Claims Analyst 2
BANK OF AMERICA
02.2010 - 10.2010
- Resolved customer problems and concerns regarding debit card claims
- Investigated and decisioned daily incoming claims using multiple systems
- Maintained compliance with industry regulations and company policies while managing sensitive client information and claims records.
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions.
- Resolved any differences on customers' accounts
- Answered service requests and inquiries received from various channels
- Reconciled customers' accounts via debits or credits
- Researched and resolved other general customer account inquiries
- Ensured all cases are resolved in compliance with industry regulations and bank procedures.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
IT Fraud Development
Fidelity Information Services
02.1999 - 09.2008
- Tested existing credit card dispute system before, during, and after enhancements and corrections were performed
- Logged all application errors and/or successes
- Worked side by side with applications programmer to ensure compliance and accuracy
- Supported credit card dispute teams by answering technical, process, and procedural questions.
Dispute Representative 3
Fidelity Information Services
02.1999 - 09.2008
- Responsible for processing first chargebacks and representments to merchants on behalf of select financial institutions and their customers
- Special projects specialist
- Maintained excellent verbal and written communication with the institutions and their customers
- Sent required dispute documentation and forms to the customers and institutions
- Answered dispute-related questions for both the customer and financial institutions
- Processed monetary adjustments to the customer's account
- Performed other duties as assigned.
Dispute Representative 2
Fidelity Information Services
02.1999 - 09.2008
- Responsible for the credit/debit card dispute processing for select financial institutions assigned to me
- Sole contact for high-profile financial institutions concerning their disputes
- Maintained excellent verbal and written communication with the institution and their customers
- Sent required dispute documentation and forms to the customer and institutions
- Answered dispute-related questions for both the customer and financial institutions
- Processed monetary adjustments to the customer's account
- Performed other duties as assigned.
Dispute Representative 1
Fidelity Information Services
02.1999 - 09.2008
- Responsible for processing first chargebacks to the merchant
- Maintained excellent verbal and written communication with the institution and their customers
- Sent required dispute documentation and forms to the customer and institution
- Answered dispute-related questions for both the customer and financial institutions
- Processed monetary adjustments to the customer's account
- Performed other duties as assigned.
Education
High School Diploma -
Hillsborough High School
Tampa, FL01.1997
Skills
- Process Documentation
- Production Support
- Technology Implementation
- Defect Tracking Management
- Test Process Improvement
- Critical thinking abilities
- Manual Testing Proficiency
- Research and analysis
- Root Cause Analysis
- Solution Implementation
- Workflow Optimization
- Production Planning
- Advanced Microsoft Suite
- Administrative Support
- Data Validation
- Dispute Resolution
- Banking knowledge
- Chargeback Management
- Credit Card Operations
References
References available on request
Timeline
Chargeback Effectiveness Analyst
Conduent
08.2023 - Current
Business Systems Analyst
National General Insurance Company
03.2023 - 07.2023
Asset Service Analyst - Contract
Citi
10.2022 - 01.2023
Monitoring and Optimization Analyst
FIS
07.2018 - 06.2022
Business Support Specialist
FIS
07.2015 - 07.2018
Applications Tester
FIS
07.2012 - 07.2018
Chargeback Specialist/Client Relations
FIS
06.2012 - 07.2015
Chargeback Analyst II
FIS
11.2010 - 06.2012
Claims Analyst 2
BANK OF AMERICA
02.2010 - 10.2010
IT Fraud Development
Fidelity Information Services
02.1999 - 09.2008
Dispute Representative 3
Fidelity Information Services
02.1999 - 09.2008
Dispute Representative 2
Fidelity Information Services
02.1999 - 09.2008
Dispute Representative 1
Fidelity Information Services
02.1999 - 09.2008
High School Diploma -
Hillsborough High School