Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -

Detailed-oriented Quality Assurance/Executive Office Analyst specializing in credit card fraud. Experienced in quality auditing, reporting, and process improvement. Strong problem-solving skills with attention to accuracy. Perceived as a highly positive, self-motivated, and committed team player. Demonstrated ability of successful coaching and mentoring associates.

  • Proficient in Word, Excel, Outlook, TSYS, Verint, and NICE recording systems.
  • Consistently achieved service level goals while maintaining highest departmental accuracy rate.
  • Provided feedback in the creation of evaluation forms used for assessing adherence to departmental (Fraud Call Center) policies and procedures.
  • Demonstrated time management and organizations skills by completing the assigned monthly workload to meet departmental requirements.
  • Identified gaps in the procedures communicated to representatives related to compliance issues.
  • Mentored and trained new hires; provided coaching to peers.
07/2014 to Current
Fraud Executive Office Specialist Johnson Brothers Clarksville, IN,

Researched and provided responses to inquiries submitted to the Chase Credit Card Executive Office via Governmental Agencies and the Chase Executive Leadership Team related to the handling of fraud claims.

Reviewed the previous actions taken in relation fraud claims to identify and report any regulatory or compliance violations.

Provided coaching if an error was identified, and took the necessary actions to resolve the issue.

Reviewed and monitored telephone calls for targeted reporting in the identification and handling of fraud escalation calls.

01/2013 to 07/2014
Quality Assurance Analyst/Consumer Practices J.P.Morgan Chase City, STATE,

Evaluated telephone calls and cases worked by Fraud Representatives and completed targeted monitoring assignments across various lines of business to ensure call quality and consistency.

Worked closely with other Quality Assurance Analysts and members of Fraud Leadership in an effort to increase quality scores, customer satisfaction scores, and the customer experience across all Fraud lines of business and sites.

Facilitated information flow between customer service, account management operations, quality assurance, and training departments to guarantee call center objectives were met.

Recommended process improvements to enhance efficiency and effectiveness of Fraud Call Center operations.

2009 to 01/2013
Card Services Executive Office Advocate J.P.Morgan Chase City, STATE,

Researched and responded to written correspondence that had been addressed to the Executive Leadership Team and Government Agencies related to credit card inquiries and complaints covering all departments.

Handled incoming customer telephone calls that had been transferred as the highest level of escalation.

Mastered organization, group, and independent working skills; assisted team members with questions or problems they may have.

Meet monthly goals in quality and service level.

Exercised sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.

2008 to 2009
Customer Service Representative J.P.Morgan Chase City, STATE,

Fielded incoming phone calls in a fast-paced Call Center environment.

Complied with regulatory requirements including Bank Secrecy Act, Anti-Money Laundering, OFAC, and USA Patriot Act.

Delivered prompt, accurate and excellent customer service.

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy


Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume scorecould be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

resume Strength

  • Clear Contact Info
  • Length
  • Personalization
  • Target Job

Resume Overview

School Attended

    Job Titles Held:

    • Fraud Executive Office Specialist
    • Quality Assurance Analyst/Consumer Practices
    • Card Services Executive Office Advocate
    • Customer Service Representative


      By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

      *As seen in:As seen in: