Experienced quality control and fraud professional with 10+ years in review, investigation, and exception resolution. Known for attention to detail, clear communication, and resolving complex issues while improving process efficiency and quality outcomes.
Work History
Quality Control Analyst
3 Years 8 Months
JPMorgan Chase | 03.2023 - Current
Validated documentation against internal procedures, reducing exception handling delays.
Partnered with cross-line business partners to find solutions and resolve outstanding loan issues.
Conduct calibration sessions and serve as an escalation channel for quality issues
Deliver quality reviews and actionable insights that improve the customer and partner experience
Drive process and procedural efficiencies to support business objectives
Specialist | Check Fraud
7 Months
JPMorgan Chase | 07.2022 - 02.2023
Analyzed client and operational data to support accurate decision-making and exception resolution.
Coordinated cross-functional requests to resolve issues and maintain workflow continuity.
Reviewed records for compliance with internal controls, policies, and regulatory requirements.
Managed service inquiries with timely follow-up and clear communication.
Specialist | Fraud EMM
1 Year
JPMorgan Chase | 07.2021 - 07.2022
Identified fraud trends through Zelle review to help prevent fraud.
Streamlined daily operations by standardizing routines and reducing manual rework.
Followed all company policies and procedures to deliver quality work.
Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Senior Fraud Investigator
7 Years 1 Month
Discover Financial Services | 05.2014 - 06.2021
Monitored emerging fraud trends to strengthen detection and prevention procedures.
Investigated complex fraud cases, analyzing account activity and transaction patterns for suspicious behavior.
Documented findings, case notes, and escalation decisions in fraud management systems.
Collaborated with cross-functional teams to resolve disputed transactions and reduce customer impact.