Wendy Miles
Phoenix,AZ
Summary
To leverage my extensive production management experience in a dynamic role where I can drive operational efficiency and deliver exceptional results. I bring a proven track record of managing complex workflows, maintaining accuracy under pressure, and exceeding performance expectations, ensuring immediate value to any organization. With strong project management skills and clear, effective communication across technical, executive, and client-facing teams, I excel in balancing competing demands and delivering results. Self-motivated and dependable, I consistently achieve high performance with minimal oversight and am eager to return to a full-time operations management position, building on the leadership strengths I've honed in a temporary role.
Overview
14
14
years of professional experience
Work History
Credit Card Collections Specialist
JP Morgan Chase
08.2023 - Current
- Managed a portfolio of delinquent credit card accounts, negotiating payment arrangements to reduce outstanding debt.
- Contacted customers via phone to discuss overdue payments and provide resolution options.
- Assisted clients in understanding their financial obligations and offered tailored repayment plans.
- Maintained compliance with federal and state collection regulations, including FDCPA guidelines.
- Documented all customer interactions and payment agreements in company systems for accurate record-keeping.
- Analyzed customer financial situations to determine the best course of action for debt recovery.
- Collaborated with internal departments to resolve disputes and ensure a seamless collections process.
- Consistently met or exceeded performance targets for recovery rates and customer satisfaction.
Estates Case Manager
Bank Of America
10.2022 - 05.2023
- Managed estate cases by assisting executors, beneficiaries, and legal representatives with account settlements.
- Reviewed and processed legal documents, including death certificates, probate papers, trusts, wills, and affidavits, to facilitate asset distribution and estate settlements.
- Served as a primary point of contact for estate-related inquiries, providing guidance on state policies and procedures.
- Coordinated with internal departments, attorneys, and financial advisors to ensure smooth estate resolution.
- Ensured compliance with federal and state regulations governing estate management and financial accounts.
- Maintained accurate records of case progress, correspondence, and resolution outcomes.
- Identified process improvements to enhance efficiency and customer experience in estate handling.
- Delivered compassionate and professional support to clients navigating the complexities of estate settlement.
Fraud Claims Analyst
Bank Of America
03.2019 - 10.2021
- Experienced in detecting and analyzing retail fraud, check fraud, and digital fraud to mitigate financial risks and prevent fraudulent activity.
- Reviewed transaction patterns and account activity to identify potential fraud.
- Communicated with customers to verify disputed transactions and provide resolution.
- Processed chargebacks and adjustments in compliance with banking regulations and internal policies.
- Utilized fraud detection tools and data analysis techniques to identify emerging fraud trends.
- Collaborated with internal teams and law enforcement to escalate and resolve high-risk cases.
Operations Manager
Verizon
02.2012 - 01.2019
- Oversaw daily operations to optimize workflow efficiency, improve team performance, and enhance customer satisfaction.
- Managed and coached teams to meet key performance metrics, ensuring compliance with company policies and industry regulations.
- Analyzed operational data and implemented process improvements to drive productivity and cost savings.
- Established and developed new departments to drive operational efficiency and significantly enhance overall performance.
Education
N/a - Business
Fresno City College
Fresno, CAGED - Liberal Arts
McKinley High School
Buffalo, NY06.2007
Skills
- Microsoft Office Suite
- Risk Management
- Operations Management
- Time Management
- Quality Assurance
- Payroll Processing
Timeline
Credit Card Collections Specialist
JP Morgan Chase
08.2023 - Current
Estates Case Manager
Bank Of America
10.2022 - 05.2023
Fraud Claims Analyst
Bank Of America
03.2019 - 10.2021
Operations Manager
Verizon
02.2012 - 01.2019
N/a - Business
Fresno City College
GED - Liberal Arts
McKinley High School
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