NILLSON ALEGRE
Gales Ferry,CT
Summary
Product Analyst with over 15 years of extensive expertise in enhancing organizational efficiency through advanced reporting tool management and client satisfaction strategies. Demonstrates a visionary approach in optimizing compliance audits and facilitating seamless project validation with product teams. Passionate about leveraging analytical skills to drive continuous improvement in a dynamic, forward-thinking environment, ensuring exceptional service outcomes and fostering innovation.
Overview
29
29
years of professional experience
Work History
Sr Product Analyst
12.2010 - Current
- In my role as Senior Product Analyst, I am responsible for providing comprehensive oversight of the organization's reporting tool. I serve as a Product Liaison, addressing escalated calls, assisting clients with any issues they encounter, and training them in best practices for utilizing the reporting tool effectively. I collaborate closely with the product team, offering project testing and validation support to address any issues that may impact the reporting tool. As the subject matter expert for the product group, I ensure that all organizational sectors remain informed of any changes to the reporting tool.
- As part of my role, I maintain a close working relationship with the Information Technology group, taking responsibility for managing all reporting scenarios and providing essential business support. My duties extend to overseeing internal inquiry application, where I skillfully address all inquiries and resolve any issues or problems that arise, ensuring efficient communication and prompt resolution for both internal and external stakeholders. I interface effectively with all levels of management within Fiserv, as well as with external clients, facilitating clear communication and productive collaboration across organizational boundaries. My responsibilities also include conducting the Quarterly Internal Application Audits, in addition to performing the Yearly SOC 1 Deloitte audit, which are critical for regulatory compliance and maintaining high operational standards. Furthermore, I am tasked with tracking and reporting monthly Service Level metrics for all products, ensuring that performance standards are consistently monitored and communicated throughout the organization
- Supervisor: Jessica Wedlock May Contact
Senior Accounting Specialist
American Express Company
07.2009 - 12.2010
- Worked closely with American Express Company, monitoring their customer service number and processing all chargeback and transaction inquiries for First Data clients; developed recommendations on solutions to avoiding or reducing chargeback problems. Held coordination role between American Express and client base and oversaw reporting issues, interacting with American Express to develop problem and issue resolution. Additionally, monitored team mailbox and responded, in a timely manner, with problem solutions.
Business Analyst
03.2005 - 07.2009
- Supervised two staff and supported management with process improvements and training. Took responsibility for fielding system issues and calls regarding merchant impact, and served in a liaison role with Operations Department, assisting Project Team with validation for project having effect on Operations Department. Also disseminated any outage reports to Service and Operation Management teams.
- For Dispute department, analyzed dispute cases for all relevant issues and oversaw Change Records and Incident Records, tracking/updating any outstanding Incident Records and developing Change and Integration Error analysis for any open Incident Records. Provided validation of Incident Record resolutions and held responsibility for contacting IT groups regarding escalation and resolution of Incident records.
- Also collaborated with Customer Service and Settlement Operations, and maintained up-to-date Business Continuity Planning for the Disputes Initiative group. Served as the Business Area Administrator for Compliance Privacy and performed the quarterly application audit. Also oversaw annual mainframe ID audit reviews and assisted the representative from Ernst and Young during the annual audit.
IDS System Analyst
03.2003 - 03.2005
- Played major multi-faceted role for the Dispute Operations department, including overseeing Trouble Reports and Change Records, validating resolutions and having responsibility for contacting IT groups regarding both the escalation and resolution of Trouble reports; facilitated weekly status call with IT group. Assisted team in reviewing any dispute cases and supported group as Administrative Specialist; led production of Dispute Operations Newsletter. Also directed training efforts as well as any process improvement required and was the system liaison for Dispute Operations, overseeing any system issues and merchant impact calls. Disbursed outage reports to Service Department and Dispute Operations management teams and provided close support for Project team, validating project having an impact on Operations. Additionally, held important role in supporting Customer Service and Settlement Operations efforts and worked on Business Continuity Plan for Dispute areas.
- Hours per Week: 40
Chargeback Workflow Specialist II
03.2000 - 03.2003
- Managed chargeback and specialist merchant processing area, training new hires as well as current representatives on all new processes/procedures; performed quality reviews of representatives and assisted representatives in managing chargeback questions/other issues. Reviewed operational losses for chargeback group, managing any merchant escalated calls or issues. Handled dispute operations hotline, covering merchant and issuer problems, and complete daily MIS.
- Hours per Week: 40
Chargeback Investigator II
01.1997 - 03.2000
- Provided support for colleagues, serving as Workflow Specialist as needed and managing daily MIS and quality issues. As Investigator, answered chargeback questions and managed other related issues; investigated large amount of cardholder disputes and processed merchant-supplied information relevant to reversal decisions.
Education
Refrigeration and Air Conditioning
Holy Angel University
Philippines01-1990
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01-2005
Timeline
Sr Product Analyst
12.2010 - Current
Senior Accounting Specialist
American Express Company
07.2009 - 12.2010
Business Analyst
03.2005 - 07.2009
IDS System Analyst
03.2003 - 03.2005
Chargeback Workflow Specialist II
03.2000 - 03.2003
Chargeback Investigator II
01.1997 - 03.2000
Refrigeration and Air Conditioning
Holy Angel University