Pauline S Goddard
Goodyear,Arizona
Summary
Highly experienced and detail-oriented professional with a successful career in call center management, specializing in fraud investigation departments, business development, and administration. Recently served as a quality analyst in the Global Payments Quality Team at JP Morgan Chase Payments. Demonstrated ability to review large volumes of cases with 95% accuracy or higher. Proven track record in coaching and training new team members on work processes and quality reviews. Regarded as a subject matter expert within the team, entrusted with additional tasks and responsibilities while effectively managing 600+ monthly workloads. Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses a solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
15
15
years of professional experience
Work History
Quality Analyst
Global Payments
04.2020 - 06.2024
- Perform quality assessments to ensure 95% or better accuracy and adherence to Standard Operating Procedures
- Enter 600-800 quality reviews per month into ACES (Automated Compliance Evaluation System) for tracking and reporting
- Effectively drive remediation of issues by engaging appropriate resources to mitigate risk with a sense of urgency
- Clearly articulate key findings to Client Operations business partners and senior leaders
- Provide feedback to business partners on interpretation of quality performance metrics
- Collaborate with fellow Quality Analysts to determine best practices
- Assisted management to escalate issues according to established escalation protocols
- Identify gaps in the quality assessments and present continuous improvement plans to management for future assessments
- Keep abreast of current regulatory requirements applicable to responsibilities
- Develop a strong knowledge of the Operational processes
- Participated in SME Program and trained all new team members
- Provide regular reporting and metrics to the LOB to detail quality results
- Developed and maintained quality assurance procedure documentation.
- Collaborated with product management to clarify requirements, ensuring test plans fully addressed user needs.
Sr Specialist - Merchant Services Chargebacks
Chase Paymentech
01.2015 - 04.2020
- Resolved calls and inquiries from internal and external sources that relates to dispute inquiries
- Ensure timely follow up on merchant disputes100% of the time
- Research incoming chargebacks from work queue
- Managed high volume mailboxes in chargeback department and resolved and responded to both internal and external customers via email
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
Senior Specialist1-FCOI
Chase
06.2014 - 01.2015
- Filed required Suspicious Activity Reports for submission to Financial Crimes Enforcement Network (FINCEN)
- Verified previous investigative work regarding fraud and suspicious activity
- Reconciled financial and suspect information per government guidelines
- Knowledge of Reg Z and OCC laws
Fraud Investigator
Chase
06.2013 - 06.2014
- Developed a comprehensive fraud risk assessment framework that identified and addressed potential fraud vulnerabilities
- Investigated and resolved complex fraud cases involving multiple parties, resulting in successful recoveries of monetary losses
- Performed detailed background checks on individuals suspected of fraudulent activity to gather critical information needed for successful investigations.
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
- Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
- Contributed to risk assessment efforts by identifying vulnerabilities within existing systems that could be exploited by criminals perpetrating fraud schemes.
Business Collections Specialist
Bank of America
12.2009 - 04.2012
- Service delinquent business card accounts using varying contact channels (outbound, inbound and digital messaging)
- Minimize collection losses to the company by assessing customer situation to provide relevant payment options while strengthening customer relationship
- Actively managed and escalated risk and customer impact issues within the day-to-day role to management
- Multi-tasked by managing back-to-back calls in a call center environment
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Education
Bachelor of Business Management -
University of Phoenix
Phoenix, AZ05.1999
Skills
- Leadership Skills
- Detail Oriented
- Excellent Oral and Written Communication Skills
- Time Management Skills
- Continuous improvement
- Risk assessment
- Report filing
- Fraud prevention
- Financial fraud
- Partnering and relationships
- Anti-money laundering
- Customer service
Timeline
Quality Analyst
Global Payments
04.2020 - 06.2024
Sr Specialist - Merchant Services Chargebacks
Chase Paymentech
01.2015 - 04.2020
Senior Specialist1-FCOI
Chase
06.2014 - 01.2015
Fraud Investigator
Chase
06.2013 - 06.2014
Business Collections Specialist
Bank of America
12.2009 - 04.2012
Bachelor of Business Management -
University of Phoenix
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