Donna L. Frost

**** **** **** ****

Watauga, TX *6148

817-***-**** (cell)

E-mail: acd1t3@r.postjobfree.com

PROFESSIONAL EXPERIENCE

AUGUST 2007-JANUARY 2014 Operations Support Analyst 2, CitiFinancial Services, Irving, TX

• Handled recurring payment cancellation requests for Western Union payments

• Dialer phone number removals from accounts on CACS

• Handled cease and desist requests from CARE

• Processed employee terminations and deleted access for applications and entitlements through

Marketplace and Accurint

• Monthly quality RCSA testing reviews for web payments, and reviews for NSF re-age/deferment

reinstatement

• Daily review of Western Union exception payment reports

• Daily review of Client Communication mailbox in Outlook and noted CACS of communications

• Daily processing of requests through Network Specialized Operations mailbox

• Assist Remarketing Department by calling repossession companies for invoices, providing information

to auto auctions and CitiFi branches regarding auto titles and auction sales

APRIL 2004-APRIL 2007 Account Investigator II, Citi Card Services, Irving, TX

• Analyze and research disputed charges for Commercial Card accounts

• Dispute resolution utilizing the chargeback system, Visa Resolve Online (VROL), MASTERCOM,

compliance and arbitration

• Set up fraud accounts, balance transfers, fraud reporting to Visa and MasterCard and exception reporting

• Account maintenance, batching and file retention

• Written communication skills

• Global 360 Imaging System

Security Operations Investigator, Citi Card Services, Irving, TX

JULY 2003-APRIL 2004

• Investigate and resolve Fraud work cases from various U.S. regions utilizing various reports and sources

• Analyze, audit, and balance cardmember accounts

• Research and resolve transaction discrepancies on the above mentioned accounts

• Call cardmembers and merchants for information needed to conduct investigations

Arbitration-Compliance Resolution Specialist/Lead, Citi Card Services, Irving, TX

APRIL 2002-JULY 2003

• Resolved Pre-Arbitration, Pre-Compliance, Arbitration and Compliance cases received from MasterCard

and Visa acquirers

• Created Access database logging system to track incoming cases and how cases were resolved. The

database also kept track of the reason codes and compliance rules and their resolution used for training

awareness in Team meetings

• Created FYI’s and Pre-Arbitration feedback to the other representatives in the Unit

• Composed and provided daily information regarding case inventory using Excel spreadsheet

• Significant contact with cardmembers and merchant banks giving personal attention to customer requests

that resulted in a more positive company image and satisfied customers

• Answered questions and provided assistance for over 75 representatives in 3 Units

• Keyed chargebacks, representments, assisted Suspense Unit, and special projects assigned by Unit and

Operational Managers

Supervisor I, Associates Credit Card Services, Chargeback Unit, Irving, TX

DEC 1999-APRIL 2002

• Responsible for directing, reporting and quality feedback to representatives and management.

• Monitored reps phone calls for quality assurance

• Daily, weekly and monthly reporting of processed and inventoried workload to representatives and

management, attendance records, employee stat records

• Conducted team meetings, training sessions and monthly one-on-one’s with the representatives to report

to management

• Conducted interviews for potential new hires

• Resolved escalated phone calls

• Devised contests to promote attendance, quality and productivity

Lead Chargeback Analyst, Associates Credit Card Services, Irving, TX

JUNE 1996-DEC 1999

• Processed chargebacks, representments, pre-arbitration, pre-compliance, arbitration and compliance

cases

• Assisted representatives with questions due to comprehensive knowledge

• Assisted internal and external customers

Sr. Chargeback Analyst, First USA Merchant Services, Dallas, TX

NOV 1992-JUNE 1996

• Responsible for all dispute resolution for a specific group of merchant accounts

• Analyzing and reporting information to Unit Manager

• Contact merchants and banking institutions to resolve issues

Supervisor Assistant/Sr. Analyst, Fidelity Investments, Irving, TX

SEPT 1990-NOV 1992

• Responsible for start-up of chargeback processing for Fidelity portfolio from Signet Bank

• Assisted my supervisor with the direction of my peers

• Trained and mentored new employees

• Devised and interpreted reports for resolution of disputes

• Assisted in development of new procedures and processing of dispute referrals

Community Services

Church Treasurer

FEB 2010-CURRENT

Keller Come and See SDA

P.O. Box 2684

Keller, TX 76244

Pastor Tito Charneco

DUTIES

• Utilized JEWEL Church Accounting System and monthly reporting of financial statistics

• Counted tithes/offerings received for deposit and input into individual contributor accounts

• Maintain accounts and balances and monthly reconciliations

• Maintain records for submission to independent auditor yearly

• Made payments for church utilities, supplies, and remittance of monthly tithes to conference office

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