Customer Service/ Financial Services/Credit Repair/SDR

In my role as a claims analyst, I handled customer disputes with care and accuracy, making sure each case was reviewed thoroughly and resolved fairly. Beyond checking the numbers, I focused on clear communication—helping customers feel reassured during stressful situations while ensuring compliance with banking policies and timelines.

With several years in fraud detection at JPMorgan Chase, I developed a sharp eye for spotting unusual patterns and preventing losses, while also keeping the customer’s trust at the center of every decision. I’ve led investigations into sensitive cases, guided teams on best practices, and worked to balance protecting the company with treating clients fairly and respectfully.

In my role at JPMorgan Chase, I handled chargebacks and disputes from start to finish. That meant collecting documentation, building strong cases, and making sure we met strict deadlines — especially Visa SLAs. I also worked under Regulation E guidelines for disputes, so I became very familiar with compliance requirements and customer protections. Beyond resolving cases, I tracked dispute trends, prepared reports, and shared insights with leadership to help reduce chargebacks overall. For me, it was about being both accurate and compliant, while also protecting the customer and the business.

I’ve spent years helping customers not just find solutions, but also feel heard and valued. For me, customer support isn’t just about answering questions—it’s about building trust, calming frustrations, and making someone’s day a little easier. I take pride in staying patient, clear, and empathetic, even under pressure, because I know every interaction reflects the company as a whole.

s a team leader, I focused on bringing out the best in my people—coaching them through challenges, recognizing their strengths, and fostering an environment where everyone felt supported and motivated. I balanced meeting performance goals with making sure my team felt valued and confident in their work.

In risk management, I worked on identifying potential threats before they became bigger issues—whether in fraud cases, disputes, or compliance gaps. I took a proactive approach, analyzing data, guiding my team, and making decisions that protected both the company’s assets and the customer’s trust.

In healthcare support, I assisted patients and members with sensitivity and accuracy, knowing that the information I provided directly impacted their well-being. I made sure to explain benefits and processes clearly, resolve issues quickly, and approach every interaction with patience and empathy.

n collections, I balanced empathy with results—helping customers navigate their financial challenges while ensuring timely recovery for the business. I focused on building trust, offering workable solutions, and maintaining professionalism even in difficult conversations.