Quality Assurance Training
Resume:
Evelyn Kamaitha
Columbus OH 43230
E. ********@*****.***
CAREER SUMMARY
While working for chase over the last 13 years I have established a strong
work ethic while exhibiting accountability, honesty and integrity. Within
the last 7 years I have been in training and managements roles as an
executive advisor and within 2 years quickly moved up to representments. I
have taken ownership to improve my skills in the employee development area
and continued to improve and take more responsibilities. I have proven
experience in processing Front End chargebacks, quality auditing, data
entry, training, and leadership. Highly motivated, committed to my job (s)
and team player and willing to assist others. I also have Strong problem
solving skills with proven success with exceeding productivity goals.
Experience
JPMorgan Chase, Westerville OH
SR Representments Advisor (2013- Present)
. Respond to Visa merchant responses through the merchant banks
. Work directly with customer's and merchant to resolve the customers'
disputes
. Develop and maintain key contacts and working relationships with various
functional servicing areas.
. Work with several departments throughout the chase organization to
coordinate steps in the resolution of issues
. Prepare self authored written response, adhering to chase's business
letter writing guidelines and within visa regulations. Follow up with
customer to ensure satisfaction.
. Proactively seeks and maintains a working knowledge of select processes
and current procedures of other functional areas which are necessary to
facilitate research and provide resolution Chargebacks Quality Care Control
team(2012-2013)
. Assist new team advisors with Front end chargebacks
. Assigned as Loss preventative SME for the team to ensure that the
advisors are using visa guidelines to process chargebacks and avoid losses
to the bank
. Process chargebacks while keeping within the Visa Regulations Guidelines
. Addressed complaints addressed to Chase executive office as well as
letter from local, State, and federal agencies as well as attorneys
threatening new or referencing existing litigation
Credit Bureau Disputes (Executive Advisor) 2000-2013
. Supervise and assist in managing a team of 20+ employees
. Provide training of systems and federal regulations
. Motivate, influence and inspire team members to maintain a high level of
integrity and
professionalism in achieving individual and organizational goals
. Develop skills, improve performance and encourage professional growth
through effective training, coaching and feedback
. Audit and maintain quality assurance to the team to make sure that
advisors are adhering to policies and procedures
. Investigation of identity theft customer claims and credit bureau
disputes
. Empower advisors to resolve customer issues within Fair Credit Reporting
Act and FACTA regulations
. Develop customer dispute verification training material
. Effective working relationship with other lines of business including
collections, fraud and legal department
. Maintained weekly report on credit bureau processing
. Training new hires the federal regulations that govern credit reporting
activity and disputes
. Research and resolve escalated Credit card related issues received from
senior management, regulatory agencies and other departments. The issues
are received through written correspondence, e-mail and by phone
. Execute transactions promptly and accurately while responding to clients'
requests/inquiries, including those outside normal guidelines.
. Was part of a testing that developed the new work flow for our financial
service advisors which allows them to take credit bureau disputes over the
phone
. Assisted our credit decision team with reviewing credit card applications
and determining if applicants meet the requirements to be approved for a
credit card
Education
Columbus State
2009-Current
Associates in Photography
Business (in process)
Wesley College
1996-2000
BS Biblical Literature
Education
Internal Training
Presentation Skills
Career advancement
CAP program
Code of Conduct
Computes Skills
Microsoft Word
Microsoft Excel
Microsoft power point
Data Entry
Efficient in First Assist, Pega, Go to, Filenet and C3
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