Adrienne Nagle Email & Phone Number

Tempe, Arizona, United States

Verification Specialists work with customer facing teams to provide accurate and timely examinations of consumer loan applications. Specialists ensure that essential loan approval stipulations are addressed, resolved, and meet company policies. In addition, specialists identify and escalate complex issues as they are identified. In the Role• Acquire and maintain thorough knowledge and understanding of policies and procedures, state and federal laws and verification workflow.• Ensure loan stipulations are distributed appropriately to ensure that cycle time meets or exceeds customer expectations and individual process and service level standards.• Verification activities may include validating identity, address, and social security number; employment, auto insurance, automobile value, lien, and title verification; analyzing proof of income and disposable income; fulfilling loan requests, perfecting liens and reviewing loan documents for accuracy and completeness.• Provide escalation support on complex issues that may occur to ensure timely and accurate processing of loan stipulations.• Identify anomalies or complex issues and decisively escalate to provide a timely and seamless transition within the process.• Identify, investigate and/or escalate potential fraud risks.• Act as a liaison between multiple internal and external customers and/or vendors. • Identify process improvement opportunities to increase efficient and effective loan stipulation verification.• Identify process related risks and offer suggestions on potential controls to mitigate risks.• Create and maintain training documents, files, and graphics• Funding applications after signing• Perform Quality Assurance on new or ongoing training for various duties

Scottsdale, Az

Hired to resolve credit card related issues with multiple worldwide vendors including Wells Fargo, STAR, FDMS/Omnipay, Discover, Amex, Worldline and Etc for this multi-faceted and hands-on analytics role aimed at sharpening PayPal’s business intelligence and optimizing payments platform. As a Credit Card SME, successfully worked with management, accounting, product, and external banking companies to identify and resolve outstanding issues with chargeback and card settlement issues. Created and maintained working instructional documents regarding everyday workflow for every process and procedure concerning all day to day job requirements. Worked closely with the product, payments and engineering teams as well as senior management to provide platform intelligence and KPIs that generated business insights and provided support in business decisions.  Analyzed complex business problems and issues using descriptive data analysis, root cause analysis, data management tools, visualization and other tools to process, test, and develop recommendations and insights for decision-makers.  Actively participated in all vendor and internal meetings regarding Chargeback and Settlement exceptions and created and maintained meetings for areas of expertise with vendors and product. Headed an initiative to find cost savings and automation of time consuming and menial tasks within correcting exceptions that led to faster realization of issues and quicker resolution time on internal and external bugs. Created documentation and processes for all day to day activities where none existed and documented where the cost and time exceptions were taking our team behind all credit card exceptions. Assisted the team in reducing ongoing issues from 133 to 70 by working with accounting, external vendors, engineers, and product owners to resolve issues that had affected specific vendors for an extended period of time.

Chandler, Arizona

Promoted to analyze, identify, organize, troubleshoot and prioritize technical activities for major PayPal live site and teammate events. Partnered with third party vendors, product, and members of leadership to provide critical support and specialization on prepaid products, PayPal Credit, Smart Connect, the PayPal Extras MasterCard, Credit Card issues, Security Key, Admin Tools, Attack, Compass, and a variety of other products and issues. Actively participated in the development of tools, systems and processes that improved overall product supportability. Used, searched, read and adapted basic SQL and HTML for searching and reading logs utilizing internal programs such as Jira, Splunk, Cal Hadoop, and other similar programs. Effectively and accurately identified, verified and documented irregularities in tools and live site functionality, including posting appropriate bugs and root cause analysis.  Provided clear and concise communication and documentation, while working with appropriate groups to follow up on preventative plans for restoration and post mortem recovery for key issues. Achieved faster resolution times for high priority credit card blocking issues by contacting all required parties and communicating outward from the executive to the teammate level, saving the company and customers time and money. Regularly accepted new products to support such as PayPal Cash and MyCash (forms of prepaid cards that went through PayPal) learning how the products functioned to understand if problems arose from the PayPal or Vendor side. Quickly worked with product or vendors to resolve blocked issues so the customer could move forward with their transaction and created documentation for worldwide teams to support the product 24/7.  Ensured that major issues were addressed before becoming blocking issues where possible, and assisted vendors in pointing out missing details for new product launches that may have affected customers.

Omaha, Nebraska

Promoted to research limited accounts within the PayPal system and use best business practices to determine if the company should continue to do business with the account in question. Ran and monitored macros regarding account issues that assisted in contacting customers or closing out their account; reviewed, collected and/or released funds from linked, negative and charged off accounts.

Omaha, Nebraska

Technical Support (June 2004 – Jan. 2005) - Promoted to assist with customer inquiries via phone, email, and interoffice requests regarding site issues, work arounds and site functionality. Mentored customers and teammates on PayPal merchant tools including HTML options for shopping cart, buy it now, donation, and subscription buttons or coding options. Assisted merchants with technical questions regarding PayPal products or issues.

Provided verbal and written communications via phone or email to customers and management regarding various site related questions.