Summary
Overview
Work History
Education
Skills
Timeline
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KRISTINA L. FRASER

South Pasadena,FL

Summary

Highly analytical Business Analyst with background in identifying business needs and determining solutions to business problems. Strong skills in data analysis, project management, and strategic planning, coupled with ability to communicate effectively with stakeholders at all levels. Proven track record of improving operational efficiency and driving growth by successfully implementing innovative strategies and process improvements.

Overview

17
17
years of professional experience

Work History

INVENTORY CONTROL MANAGEMENT - BUSINESS ANALYST

JP MORGAN & CHASE
01.2017 - Current
  • Audited Servicing Communications, Disclosures, and Legal Obligations for quality assurance
  • Supported recertification of customer communication such as letters and Kana email templates
  • Conducted daily report audits and generated monthly reconciliation logs to ensure precision
  • Worked in coordination with team members to devise and carry out essential methods and remedies.

SR SPECIALIST II

Chase Auto Finance
Tampa, FL
01.2016 - 01.2017
  • Streamlined customer interactions for Auto loans and Leases along with addressing Title inquiries using Quest And ICAF Systems
  • Identified customer inquiries about their Auto Loan, provided clarifying information, and conducted research.
  • Demonstrated complete ownership of all customer issues, ensuring that each call was resolved from start to finish

DISPUTE RESOLUTIONS ANALYST

FIS GLOBAL
01.2012 - 01.2016
  • Process all customer disputes adhering to department procedures and meeting established turnaround times
  • Understand and ensure compliance with regulation e with respect to the timeframes that govern disputed transactions
  • Ensuring the Mastercard and visa rules for processing a chargeback is followed when processing disputes
  • Consistently rated at the top of the department rankings in both quality and production

CONTACT CENTER ANALYST/Help Desk Analyst

PSCU
01.2008 - 01.2012
  • Addressed customer inquiries about credit card disputes and bill payments to ensure a satisfactory resolution
  • Demonstrated excellent ability in managing various systems to address cardholder inquiries with efficiency
  • Demonstrated expertise in both SME responsibilities and serving as a Helpdesk representative while primarily dealing with escalations

Education

High school - General Studies

Palm Harbor University
Palm Harbor, FL
05-2004

Skills

  • Customer Needs Assessment
  • Quality Assurance
  • Strategic Planning
  • Internal Auditing
  • Business process improvement
  • Stakeholder Management
  • MS Word, Excel, and Outlook
  • Powerpoint knowledge
  • Call Center Operations
  • Training and mentoring

Timeline

INVENTORY CONTROL MANAGEMENT - BUSINESS ANALYST

JP MORGAN & CHASE
01.2017 - Current

SR SPECIALIST II

Chase Auto Finance
01.2016 - 01.2017

DISPUTE RESOLUTIONS ANALYST

FIS GLOBAL
01.2012 - 01.2016

CONTACT CENTER ANALYST/Help Desk Analyst

PSCU
01.2008 - 01.2012

High school - General Studies

Palm Harbor University

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KRISTINA L. FRASER