Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kristen Rebello

Hudson,NH

Summary

Highly organize and collaborate individual with extensive experience in customer service and quality assurance. Seeking to leverage my experience in a part time customer service or retail job opportunity.

Overview

27
27
years of professional experience

Work History

Application Support Analsyt

JPMorgan Chase
Salem, NH
04.2020 - Current
  • Provided technical support to users on various applications and software packages.
  • Troubleshot application errors by reviewing log files and system configuration settings.
  • Resolved customer queries via phone, email, chat, or remote desktop tools.
  • Review and implement test coverage enhancements for front end system to process daily transaction coverage in IST and UAT environment.
  • Strive for 100% availability and stability of the UAT environment.
  • Monitor code deployment's into UAT environment.
  • Partner with and support our business testing team, providing have all data needed in order to test the release.

Quality Assurance Analyst

JPMorgan Chase
Salem, NH
09.2014 - 04.2020
  • Created and conducted comprehensive test cases based on technical specifications or customer requests..
  • Performed functional, system integration, regression, user acceptance testing.
  • Identified and tracked software defects using bug tracking systems.
  • Provided feedback on usability and suggest improvements to the product design teams.
  • Reported issues in a timely manner with accurate descriptions and steps to reproduce them.
  • Collaborated with developers to diagnose problems and devise solutions.
  • Created comprehensive test cases based on technical specifications or customer requests.

Chargeback Manager

JPMorgan Chase
Salem, NH
12.2008 - 09.2014
  • Manage Call center with a staff of 2 supervisors, 2 leads and 12 analysts
  • Major contributor to establishing the North AMerican Chargeback Call center.
  • Attend and participate on project teams.
  • Handle any escalated merchant or internal issues.
  • Develop and organize documentation for SOPS and training materials.
  • Participate in and helped develop materials that were used in yearly merchant chargeback webinars.
  • Monitored the daily activities of the Chargeback team to ensure compliance with company policies and procedures.
  • Coordinated with other departments such as Risk Management, Accounting, and Customer Service to resolve customer complaints promptly.

Chargeback Supervisor

JPMorgan Chase
Salem, NH
07.2004 - 12.2008
  • Manage a staff of 14 employees
  • Monitor call center to ensure appropriate coverage and ensure compliance with policies and procedures
  • Manage a multimillion dollar inventory to ensure timeframes and regulations are met.
  • participate on company projects to ensure the chargeback department is in compliance with the project.
  • create and maintain training materials.
  • handle escalated merchant issues

Chargeback Analsyt

JPMorgan Chase
Salem, NH
09.1997 - 07.2004
  • Provided guidance to Merchants on best practices related to chargeback processing procedures.
  • Collaborated with internal departments such as finance, sales, operations and customer service regarding chargebacks.
  • Responded promptly to customer inquiries about their disputes via phone or email.
  • Handled and resolved merchant problem escalations and chargebacks.

Purchasing Warrenty Department

Compaq Computers/Tech AidSale
Salem, NH
04.1997 - 04.1999

Education

Associates Degree Business Administration - Business Administration

Hesser College
Nashua, NH
01-2004

Skills

  • Customer Service
  • Software Quality Testing
  • Agile and Waterfall Methodology
  • Oracle Database
  • Microsoft office suite
  • Intergraded system testing
  • Project Management

Timeline

Application Support Analsyt

JPMorgan Chase
04.2020 - Current

Quality Assurance Analyst

JPMorgan Chase
09.2014 - 04.2020

Chargeback Manager

JPMorgan Chase
12.2008 - 09.2014

Chargeback Supervisor

JPMorgan Chase
07.2004 - 12.2008

Chargeback Analsyt

JPMorgan Chase
09.1997 - 07.2004

Purchasing Warrenty Department

Compaq Computers/Tech AidSale
04.1997 - 04.1999

Associates Degree Business Administration - Business Administration

Hesser College

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Kristen Rebello