Lisa Y Graves
Summary
Highly-motivated employee with strong work ethic and excellent problem solving abilities. I posses over 23 years of experience and a willingness to take on any challenge. With my interpersonal skills I'm an awesome team-oriented collaborator, with reliability and focus. Organized and driven with time management and multitasking skills.
Overview
23
23
years of professional experience
Work History
Policy Analyst/Complaint Management
TransUnion Consumer Relations
Crum Lynne, PA
10.2016 - 12.2020
- Provided Ad-hoc reporting, complied data & created spreadsheets, and dashboards relating to complaints analysis derived from the CFPB portal.
- Performed Deep-dives into specific issues, and solutions to enhance specific policy changes.
- Maintained UDAPP spreadsheets, and possible HIPPA violations.
- Collaborated with management and team leaders across various business units for process improvements.
- Identified and reviewed roadblocks to desired updates and developed possible resolutions.
- Organized information by using spreadsheets, databases or word processing applications.
Quality Assurance Specialist
TransUnion Consumer Relations
Crum Lynne, PA
11.2004 - 10.2016
- Followed procedural and policies associated for multiple business units including our global teams
- Partnered with training and operational leaders to develop strategies to enhance customer experience.
- Reorganized and revised standard operating procedures to streamline processes and improve communication and collaboration.
- Learned new testing methods through continued education and research.
- Consulted with management and personnel to educate on QA standards.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Collaborated with peers with team building and associate activities.
Customer Service Rep
TransUnion Consumer Relations
Crum Lynne, PA
10.1997 - 11.2004
- Answered inbound calls to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- After 8 months promoted to Supervisor, handled irate callers and tasked with side by side teaching new employees specifics required and provided necessary feedback for improvement.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
LinkedIn - Career Pivot Planning completed -
03.2022
CDIA - Regulatory Compliance -
09.2021
CDIA - Security Awareness -
01.2019
CDIA - UDAAP Awareness -
01.2019
CDIA - Insider Trading -
01.2019
CDIA - Privacy & Data Security Laws -
01.2019
LinkedIn - Leading and Working in Teams -
01.2018
LinkedIn - Learning Data Science -
01.2018
LinkedIn - Holding Yourself Accountable completed -
01.2018
CDIA - FCRA Re-cert expires -
01.2018
CDIA - Social Media -
01.2018
Major - Computer Sciences
Delaware State University
Dover, DESkills
- Organizing and Prioritizing Work
- Critical Thinking
- Verbal and Written Communication
- Attention to Detail
- Data Entry Software
- Teamwork and Collaboration
- Active Listening
- Outstanding Clerical Abilities
- Policy Analysis
- Microsoft Office
- Policy and Procedure Explanations
- Decision-Making
- Database Management
Timeline
Policy Analyst/Complaint Management
TransUnion Consumer Relations
10.2016 - 12.2020
Quality Assurance Specialist
TransUnion Consumer Relations
11.2004 - 10.2016
Customer Service Rep
TransUnion Consumer Relations
10.1997 - 11.2004
LinkedIn - Career Pivot Planning completed -
CDIA - Regulatory Compliance -
CDIA - Security Awareness -
CDIA - UDAAP Awareness -
CDIA - Insider Trading -
CDIA - Privacy & Data Security Laws -
LinkedIn - Leading and Working in Teams -
LinkedIn - Learning Data Science -
LinkedIn - Holding Yourself Accountable completed -
CDIA - FCRA Re-cert expires -
CDIA - Social Media -
Major - Computer Sciences
Delaware State University