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BROOKE GOLDSTON

Towson, MD **************@*****.*** 443-***-****

Compliance Analyst Risk & Quality Assurance Financial Services

PROFESSIONAL SUMMARY

Detail-oriented compliance and quality assurance professional with 10+ years of experience across financial services, healthcare, and legal environments. Proven track record in policy interpretation, risk identification, regulatory adherence, and cross-functional collaboration. Skilled at navigating complex compliance frameworks, maintaining data integrity in regulated industries, and supporting organizational risk management objectives. Adept with CRM and financial systems including Salesforce and Microsoft Dynamics GP.

CORE COMPETENCIES

• Regulatory Compliance • Risk Identification & Escalation • Policy Interpretation & Enforcement

• Quality Assurance & Auditing • Data Integrity & Recordkeeping • Fraud Detection & Prevention

• Conflict Resolution • Process Improvement (Lean Six Sigma) • Salesforce Microsoft Dynamics GP

PROFESSIONAL EXPERIENCE

Account Manager — Compliance & Risk Nov 2023 – Present

Discover Financial Services Towson, MD

•Identified and escalated fraud indicators, billing irregularities, and account risk factors in compliance with federal and internal regulatory standards.

•Ensured strict adherence to policy guidelines while resolving high-volume customer account disputes and inquiries.

•Maintained data accuracy across multiple financial and CRM systems, ensuring audit-ready recordkeeping.

•Supported customers with compliant payment arrangements and credit solutions, balancing customer needs with regulatory requirements.

•Consistently met or exceeded performance metrics in call quality, case resolution, and customer satisfaction.

Quality Assurance Analyst Jul 2020 – Nov 2023

TELUS International Remote

•Developed, implemented, and monitored QA standards and workflows for a large-scale digital content compliance operation.

•Served as final-stage reviewer ensuring moderators adhered to community guidelines and company policy — a direct analogue to compliance auditing functions.

•Identified policy misinterpretations and delivered corrective guidance to maintain consistent regulatory adherence.

•Utilized Google Suite and Lark to maintain QA documentation, reporting, and workflow tracking.

Social Media Content Moderator Jul 2020 – Sep 2023

TELUS International Remote

•Applied and enforced community standards and regulatory guidelines across public and private digital content.

•Triaged content escalations and safety concerns, applying risk-based decision-making frameworks.

•Collaborated cross-functionally to update compliance rules and communicate policy changes across teams.

Healthcare Recovery Advocate / Lead Oct 2018 – Jul 2020

UPS Las Vegas, NV

•Ensured compliant, timely delivery of sensitive medical and critical healthcare shipments in a highly regulated logistics environment.

•Trained new employees on regulatory requirements and compliance standards for healthcare logistics.

•Developed strategic solutions for high-value healthcare clients, maintaining strict compliance with shipping and handling regulations.

Legal Assistant Dec 2014 – Nov 2017

LaVan & Neidenberg, P.A. Plantation, FL

•Performed paralegal-level compliance and documentation tasks under attorney supervision in a Social Security disability law practice.

•Conducted legal research using statutes, articles, and state codes to support case compliance and regulatory filings.

•Prepared affidavits, filed pleadings with court clerks, and maintained document filing systems in accordance with legal standards.

•Utilized Lotus software for case management and client documentation.

Support Associate / Unit Secretary Oct 2012 – Dec 2013

Johns Hopkins Hospital — Sidney Kimmel Cancer Center Baltimore, MD

•Managed confidential patient information, scheduling, and clinical documentation in a HIPAA-regulated environment.

•Coordinated communications between patients, families, and multidisciplinary clinical teams, ensuring accuracy and compliance with hospital protocols.

EDUCATION & CERTIFICATIONS

Bachelor of Arts — Mass Communications 2006

Coppin State University, Baltimore, MD

Lean Six Sigma White Belt Certification Aug 2022

Process optimization, Lean principles, leadership preparation

TECHNICAL SKILLS

Salesforce Microsoft Dynamics GP Google Suite Microsoft Office & Outlook Adobe Illustrator SaaS Platforms (3 yrs) Lark Lotus

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