Summary
Work History
Education
Skills
Work Preference
Websites
Timeline
KRISTINA FRASER

KRISTINA FRASER

Business Analyst
South Pasadena,FL

Summary

Highly analytical Business Analyst with background in identifying business needs and determining solutions to business problems. Strong skills in data analysis, project management, and strategic planning, coupled with ability to communicate effectively with stakeholders at all levels. Proven track record of improving operational efficiency and driving growth by successfully implementing innovative strategies and process improvements.

Work History

INVENTORY CONTROL MANAGEMENT - BUSINESS ANALYST

JP MORGAN & CHASE
01.2017 - Current
  • Audited Servicing Communications, Disclosures, and Legal Obligations for quality assurance
  • Supported recertification of customer communication such as letters and Kana email templates
  • Conducted daily report audits and generated monthly reconciliation logs to ensure precision
  • Worked in coordination with team members to devise and carry out essential methods and remedies.

SR SPECIALIST II

Chase Auto Finance
Tampa, FL
01.2016 - 01.2017
  • Streamlined customer interactions for Auto loans and Leases along with addressing Title inquiries using Quest And ICAF Systems
  • Identified customer inquiries about their Auto Loan, provided clarifying information, and conducted research.
  • Demonstrated complete ownership of all customer issues, ensuring that each call was resolved from start to finish

DISPUTE RESOLUTIONS ANALYST

FIS GLOBAL
01.2012 - 01.2016
  • Ensured adherence to established turnaround times while processing all customer disputes with efficiency
  • Understand and ensure compliance with regulation e with respect to the timeframes that govern disputed transactions
  • Ensuring the Mastercard and visa rules for processing a chargeback is followed when processing disputes
  • Consistently achieved top scores within the department for both quality and productivity metrics

CONTACT CENTER ANALYST/Help Desk Analyst

PSCU
01.2008 - 01.2012
  • Addressed customer inquiries about credit card disputes and bill payments to ensure a satisfactory resolution
  • Demonstrated excellent ability in managing various systems to address cardholder inquiries with efficiency
  • Demonstrated expertise in both SME responsibilities and serving as a Helpdesk representative while primarily dealing with escalations

Education

Dipolma - General Studies

Palm Harbor University High School
05-2004

Skills

  • Customer Needs Assessment
  • Quality Assurance
  • Strategic Planning
  • Internal Auditing
  • Business process improvement
  • Stakeholder Management
  • MS Word, Excel, and Outlook
  • Powerpoint knowledge
  • Call Center Operations
  • Training and mentoring

Work Preference

Work Type

Full Time

Work Location

HybridRemote

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programs

Timeline

INVENTORY CONTROL MANAGEMENT - BUSINESS ANALYST - JP MORGAN & CHASE
01.2017 - Current
SR SPECIALIST II - Chase Auto Finance
01.2016 - 01.2017
DISPUTE RESOLUTIONS ANALYST - FIS GLOBAL
01.2012 - 01.2016
CONTACT CENTER ANALYST/Help Desk Analyst - PSCU
01.2008 - 01.2012
Palm Harbor University High School - Dipolma , General Studies

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KRISTINA FRASERBusiness Analyst