Experience

PAWS - Progressive Animal Welfare Society

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Volunteer

  • Oct 2012 - Present

  Responsible for the care and dog walking for clients with debilitating illnesses. Responsible for the care and dog walking for clients with debilitating illnesses.



San Francisco State University

• United States
• Higher Education
• 700 & Above Employee

• Graduate Student

  • Sep 2008 - Aug 2012

  Focusing on poetry as I obtain my M.A. in Creative Writing. Focusing on poetry as I obtain my M.A. in Creative Writing.



Shanti Project

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Support Peer

  • May 2010 - Jul 2011

  Offered emotional and practical support to those living with HIV/AIDS. Offered emotional and practical support to those living with HIV/AIDS.



University of Phoenix

• United States
• Higher Education
• 700 & Above Employee

• Enrollment Counslor/Academic Counselor

  • 1997 - 1999



Chargebacks and Disputes

• Department Manager

  • Jul 1995 - Jan 1997

  Managed, trainediand developed a group of twelve associates within Chargebacks and Disputes. Wrote online procedures and developed standards for every job function within the department. This included: First Chargebacks, Representments, Pre-Arbitration, Pre- Compliance, Fraud Chargebacks, Accounting Logs, Workflow, Quality Assurance, Suspense Reports, Incoming/Outgoing Rejects, Security Chargebacks, Good Faith Collection, Mediation, T&E Resolution, MIS. Identified and proactively managed three suspense reports for Chargeback and Diisputes. Reduced volume of suspense items from 2,200 to less than 40. Developed procedure for monitoring incoming and outgoing rejects from VISA and MasterCard. Managed and developed automated tracking system to monitor incoming and outgoing workflow. VISA U.S.A. Show less



Providian Financial

• Financial Services
• 1 - 100 Employee

• Group Operations Manager

  • May 1995 - Jan 1997

  Managed a group of associates in the Chargebacks/Disputes area. Also managed an MIS report of $40,000,000 items. Trained staff, and reccomended updates according to VISA U.S.A. regulations. Managed a group of associates in the Chargebacks/Disputes area. Also managed an MIS report of $40,000,000 items. Trained staff, and reccomended updates according to VISA U.S.A. regulations.



San Francisco AIDS Foundation

• United States
• Non-profit Organizations
• 100 - 200 Employee

• Shift Leader, Hotline Representative

  • Aug 1994 - Aug 1995



Visa U.S.A.

• Senior Analyst

  • May 1993 - Jul 1995

  Analyzed and arbitrated cases pertaining to Arbitration, Compliance, Direct Compliance, Mediation, T & E Resolution. Assisted member banks with questions pertaining to VISA U.S.A. and VISA International Operating Regulations. Trained member banks on how to utilize VISA's Mediation service. Analyzed and arbitrated cases pertaining to Arbitration, Compliance, Direct Compliance, Mediation, T & E Resolution. Assisted member banks with questions pertaining to VISA U.S.A. and VISA International Operating Regulations. Trained member banks on how to utilize VISA's Mediation service.



BANK OF AMERICA, Merchant Services

• Operations Manager, Customer Advocate Services

  • May 1992 - May 1993

  Managed the daily operation of the unit, which included workflow, reviewing daily MIS reports to ensure that research files were resolved within departmental guidelines. Assisted merchants with escalated customer service issues. Provided coaching and development for a group of seven officers. Involved writing performance evaluations, reviewing research files to ensure that customer inquiries are resolved satisfactorily. Provided necessary training when indicated. Assisted with resolution management projects which identified and resolved issues within the bank. Projects included developing work flow diagrams within the unit to eliminate unnecessary processes . and procedures. Also analyzed operating regulations outlined by VISA, MasterCard, Diner's Club, and JCB to ensure Merchant Services complies with specifications in relation to the authorization process. Show less



Bank of America

• United States
• Banking
• 700 & Above Employee

• Customer Service Repersentative/Manager Customer Advocate Services

  • Sep 1990 - Apr 1993

• Customer Service Officer

  • Sep 1991 - May 1992

  Served as contact person for all inquiries related to merchant deposit discrepancies,account set up errors and other issues for airline and agent bank merchants.Utilized resolution management skills to identify and eliminate problems that hadbusiness-wide impact.Reviewed all outgoing correspondence for clarity and content to ensure professional,concise, and grammatically correct language.Developed and composed letter package for Customer Advocate Services and SettlementDepartment.Assisted and trained personnel to research inquiries entering the unit.Unit's resource person for airline and indirect merchant accounts. Show less

• Associate Customer Liaison, Merchant Customer Services

  • Oct 1990 - Apr 1991

  Directly interacted and resolved telephone inquiries for merchants.Programmed credit card terminals, answered questions regarding chargebacks and credit card processing, and interacted with third party vendors and other banks.



Michael W. Holland

• Research Analyst

  • Apr 1991 - Sep 1991

  Researched customer inquiries initiated by merchants, account managers, sales representatives and other departments for the direct market. Served on task force that identified and resolved issues that affected Bank of America Researched customer inquiries initiated by merchants, account managers, sales representatives and other departments for the direct market. Served on task force that identified and resolved issues that affected Bank of America



The Listening Ear

• Staff Coordinator, Recruitment/Orientation Director, Sexual Assault Counselor, Trainer

  • Jul 1988 - Aug 1990

  The Listening Ear, a call-in, crisis intervention service; Co-Facilitator, Psychology 400 under John Hurley, Ph.D. Assisted students with developing interpersonal skills and style in a small group setting. Six terms The Listening Ear, a call-in, crisis intervention service; Co-Facilitator, Psychology 400 under John Hurley, Ph.D. Assisted students with developing interpersonal skills and style in a small group setting. Six terms



Michigan State University

• United States
• Higher Education
• 700 & Above Employee

• Teaching Assistant

  • Jan 1987 - Jan 1989

  Communication 100 - Evaluated student performance in a Human Communication class. Spring 1984. Communication 100 - Evaluated student performance in a Human Communication class. Spring 1984.