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
Tempe, AZ
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
Tempe, AZ
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
Tempe, AZ
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
Tempe, AZ
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
Phoenix, AZ
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