Compliance Escalation Supervisor

Chaundra Sanders-Brown

**** * ****** ****** *****, FL

Email: ***********@*****.*** Phone 813-***-****

Active License 6-20 Adjuster All Lines Effective 6/20/2023

A highly self-motivated individual with over 10 years of experience. A detailed oriented person that is performance driven, characterized as possessing a clear focus on results. Strong skills in customer satisfaction and human resources. Earned a reputation for integrity, reliability and accountability. Areas of expertise span a broad range of functions, included but not limited to:

Multi- Tasker/problem solver Team Leadership Account Research Problem-solving skills

Effective time management Strategic Planning Talent Acquisition Organizational skills

Detail and deadline oriented Policies and Procedure Process Improvement Management skills

Team Building Training & Development Technical skills Transferable skills

Communication skills Attention to detail Excellent interpersonal skills

Professional Experience

JP Morgan Chase, Tampa, FL

JPMorgan Chase & Co. is an American multinational banking and financial services holding company headquartered in New York City. It is the largest bank in the United States, and the world’s fifth largest bank by total assets, with total assets of US$2.6 trillion.

Merchant Services, Merchant Escalations US Helpdesk and Terminal Support 2017-Present

Highly visible role, supporting a complex organization that is transforming the framework for the Merchant Services’ complaints management and handling process. Support the ongoing implementation and enhancement of processes and toolsets to deliver the best client experiences specifically supporting complaint identification, resolution and remediation. Interface and collaborate with all levels and functions throughout the business, including with local and senior leadership, key stakeholders and analytics and data teams across the organization.

●Own customer escalation and overall merchant experience from start to finish

●Verify Transactions (CST) Customer Service Tool

●Send Merchant Statements Monthly/1099k

●Update DBA & Legal information

●Create People Soft Cases

●Assist with new hire class

●Unlock user ID & Password

●Identify and explain hold accounts

●Send Bank account forms to merchant to update bank account

●Assist with peer performance

●Volunteer to learn new task

●Assist with new projects

●Touch Tone Capture Refunds

●Day to day actions include preparation and analysis of client data to resolve and or identify questions/issues

●Provide final resolution for customer complaint issues, including all account research, problem solving, maintenance throughput and satisfactory resolution

●Submit operational maintenance requests and track completion as part of problem solving

●Requires independent judgment and development of Merchant Services subject matter across multiple service disciplines

●Ensure cases are documented and handled within set service levels

●Troubleshooting Terminals (Verifone & Ingenico)

●Build/Update Terminal software files for downloads

●Order terminal /Supplies & Accessories

●Assist with taking calls with assistance (TCWA)

●Rebuild files in VERICENTER and ESTAE MANAGER

●Escalations Complaints Worklist

●Assist with WEPAY/QUICK ACCEPT merchants

●Liaise between our customers and all cross functional groups as appropriate for issue resolution

●Deliver a superior customer experience while handling challenging and complex issues

Related experience-: Billing Analyst Westcoast Brace and Limb 2006-2016

Prepared and submitted clean manual and electronic claims to Medicare, Medicaid, and commercial and Worker’s Compensation for specialty, durable medical equipment (DME) and resolved patient billing concerns.

Evaluated patient financial status and established budget payment plans

Managed status of delinquent accounts and prepared data for collections agencies

Billing Analyst USF Physicians Group 1998-2006

Reviewed all open claims from (ATB) Age Trial Balance for outstanding claims

Corrected and review CPT/ Diagnosis codes to ensure proper billing

Prepared and submitted clean manual and electronic claims to Medicare, Medicaid, and Commercial insurance

Review/ Manage patient delinquent accounts and prepared data for collection agencies

EDUCATION

EVEREST UNIVERSITY

Associate Degree Science

HILLSBOURUGH HIGH SCHOOL

Diploma

PROFESSIONAL TRAINING

CERTIFICATE OF COMPLETION US INGENICO (SKILLED), JP Morgan Chase

CERTIFICATE OF COMPLETION US VREIFONE (SKILLED), JP Morgan Chase

CERTIFICATE OF COMPLETION US NEW HIRE, JP Morgan Chase

SOFTWARE

Customer Service Tool (CST), People Soft TTT, People Soft Salem, Tandem, NetConnect, VeriCenter, Nice, Aspect, CMOS, Pos Portal, User Admin, Resource on Line (ROL), AS 400,Emdeon, MVP Medicaid, Mediflex, Touch Tone Capture, and Voice Authorization Customer Assist and Zendesk..

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