Project Management Manager

Bernice Stubbs

**** * ******** ***, **** ***, Aurora, CO 80014

CELL 402-***-**** • E-MAIL *******.*.******@*****.*** Highly organized professional, experienced in project management and account analysis along with resolution of disputes including chargebacks and bank reconciliation. Transactions and operations analyst specializing in detecting and addressing fraudulent circumstances. EDUCATION

• MA of Business Administration emphasis on professional communication Jones International University, Centennial, Colorado Graduated 2012, Suma Cum Laude

CERTIFICATION

• Project Initiation: Starting a Successful Project

• Foundations of Project Management

• Project Execution: Running the Project

• Project Planning: Putting it all together

• Agile Project Management

• Google Project Management Certificate

VETERANS' STATUS: Honorable Discharge, Army National Guard SKILLS

• Fluent in Microsoft Office Suite

• Experienced in IT Troubleshooting

• Seasoned Project Manager

• Employee Training & Leadership

• Articulate in Jira & Snowflake

• Inventory Assessment

• Scheduling and Time Management

• Account Analysis & Resolution

• Logical & Critical Thinker

• Familiar with SQL queries

BACKGROUND

• Work force, cost, risk, time, account, and schedule management

• Root cause analysis, development, new hire, and manager training

• Active listening, scripting, and written communication efficiency

• Team performance, conflict management, mediation, and development

• Research, data, problem resolution, and reconciliation analysis EXPERIENCE

June 2022 – Present

Business Operations Analyst Fraud/Disputes/Chargeback Dish Wireless Denver, CO Utilizing established protocols and procedures to:

• Research fraud disputes and chargebacks

• Manually review online device orders for multiple lines of business

• Evaluate chargeback data for account information

• Coordinate with legal team for updates to terms and conditions

• Update terms and conditions of service to prevent fraud chargebacks

• Process chargebacks for disputed transactions

• Assist in updating processors for chargeback required submissions in pre-arbitration

• Track chargebacks by line of business, payment processor, and card type

• Research trends and patterns to identify fraud

• Employ CyberSource, Ideology, Ekata and CLEAR to determine fraud risk

• Coordinate with fraud team to create new rules based on chargebacks encountered

• Access Visas Chargeback Portal along with PayPal, Amex, Amazon, and Discover systems Jan 2021 –June 2022

Fraud and Disputes Analyst Fiserv Omaha, NE

• Used established protocols/procedures to research disputes and accounts

• Analyzed client dispute claims for fraud determination

• Processed chargebacks for disputed transactions and write-offs

• Reviewed charges under dispute and accessed additional cardholder or merchant info

• Trained new associates and Global Services team on process guidelines

• Routed Network Match Kill items through multiple systems

• Handled representments by network rules and maintained Reg E knowledge for disputes

• Collaborated with associates to have missing case items created for process disputes

• Responded to financial institution escalations

June 2020 – Jan 2021

Client Technical Support I ApTask contracted with Fiserv Omaha, NE

• Followed established protocols and procedures to research Accel network disputes

• Processed chargebacks for disputed transactions

• Reviewed fraud transaction notes and processed disputes within specific time frames

• Requested write offs and additional information from cardholders where necessary

• Audited PeopleSoft cases to complete tasking initiatives

• Sustained Reg E and Reg Z knowledge for dispute processing December 2019 – March 2020

Office Manager Eurest Dining at Mutual of Omaha Omaha, NE

• Maintained and recorded sales receipts for 5 locations on a daily basis

• Performed cost accounting and weekly financial closings

• Served as Safety Manager and provided daily pre-service safety meetings

• Maintained employee schedules and time off requests, personnel files, etc.

• Handled daily cash deposits, cash drawer reconciliation and bank reconciliation

• Supervised accounts payable and responded to client billing information requests June 25, 2018 – December 2019

Member Service Representative Pentagon Federal Credit Union Papillion, NE

• Worked with member financial accounts, opened new memberships, upsold products, processed loan & credit card applications, researched account information, provided stellar customer service for members

December 2017 – March 2018

Sales Rep. Victra/Verizon Wireless Independent Retailer Council Bluffs, IA

• Maintained retail store environment, upgraded customer phones, performed advanced troubleshooting for network systems and software issues, took daily inventory and reported results, designed sales tracking forms for employees July 2016 – November 2017

Regional Trainer BDSMarketing Omaha, NE

• Maintained training budget, Project Manager backup, route planning, corportate credit card maintenance. Reduced training expenses 17%, reduced travel budget for district by 5%, increased productivity and route performance by 22%, held new and existing employee training, built a remote team from the ground up March 2015 – November 2015

Market Manager The Retail Outsource for Sprint at Radioshack Omaha, NE

• Opened 7 retail stores, worked with fixture installers and building maintenance to get stores up to Sprint’s standards. Managed inventory, ordering, and accountability factors. Reviewed all stores daily transactions, trainings, mentoring, and meetings. Top district performer. Interviewed and hired all employees, conducted performance appraisals, and practiced strategic time management in the workplace April 2014 – March 2015

Field Sales Manager 20/20 Companies for Samsung Omaha/Council Bluffs, NE

• Trained Cellular sales representatives to address Samsung specific market drivers. Increased Samsung recommendation rate from 20% to 73% and increased sales in the district to over $700,000 monthly. Served as team lead for 15 employees. Created weekly district presentations documenting known issues and new discoveries for Samsung's reporting and tracking program.

April 2014 – April 2105

Adjunct Professor – Speech Communication Vatterott College Omaha, NE

• Developed and planned quarterly courses in Public Speaking, Cross Cultural Communication, and Medical Terminology as directed by the accreditation board. Assessed student grades and kept class attendance logs, lectured, completed reports and kept business correspondence. Scheduled office hours, generated tests, and maintained statistical data for curve and other grading practices.

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