Jacquelyn Sarah Santos

Coordinates program projects, mentors Quality Analysts, organizes regular syncs, supports bottom performers creatively, leads special projects, audits the auditors, updates reports, and provides real-time support.

Maintain auditing role, develop call center quality processes, provide actionable data to internal support groups, offer real-time feedback on opportunities, and monitor analyst cases for quality.

Research credit and debit card disputes, monitor transactions for possible fraud, analyze customer transactions to prevent losses, collaborate with cardholders and merchants, conduct risk analysis for Regulation E and Z claims, ensure compliance with regulations and Service Level Agreements, and review disputed transactions using bank records and systems.

Process loan applications by verifying financial information, collecting data from customers, checking applicant history with credit bureaus, and informing customers about deadlines.

Monitor calls for performance evaluation, investigate high callback rates, and perform external calibrations.

Skilled in GDS tools like Sabre and Amadeus, making reservations for various services, providing travel assistance, recommendations, and addressing travel-related issues.