Heather Pugh Email & Phone Number

-Leading a cybersecurity compliance team of consultants by organizing, scheduling, and conducting team meetings, in order to clarify roles and responsibilities for each member. This ensures that everyone understands their contributions to the progress of the assessment.-Documenting findings by reviewing (1) meetings with the assessed entities’ POCs and (2) responses to DRLs, and IRLs submitted by my team. This documentation ensures an organized and efficient assessment of the entity. -Writing data flow narratives and creating data flow diagrams by reviewing the assessed entities' data flow, payment processes, systems, and personnel within scope of PCI compliance; contributing a thorough assessment of a Level 2 Merchant.-Conducting gap analysis, by assessing the entities people, processes, and technologies, preparing the company for transition to PCI DSS 4.0.

• Interpreting company policy and regulations such as PCI DSS, and CLIA (Cruise Lines International Association), by thoroughly reviewing and explaining relevant standards to clients, ensuring their understanding and compliance by Carnival.• Enforcing PCI DSS regulation by practicing data security procedures, and identifying forms of social engineering. This aids in preventing breach of information, ensuring company compliance, and maintaining client reputation.• Advise clients on Public Health Regulations by reporting Health Advisories, ensuring the knowledge and health of passengers and crew.

-Maintained vendor information by monitoring, analyzing, and documenting third-party service provider activity, as well as payment transmitted between parties; ensuring proper record-keeping for over 100 third-party service providers.-Managed accounts and relationships with key service providers by determining due diligence requirement, ensuring effective alliances between Agero and the third-party.-Supported senior analyst investigations, by reviewing invoices and tracking time, ensuring risk mitigation, fraud prevention and detection.

Remote

-Responded to telephone inquiries from cardholders, financial institutions, and merchants, by initiating the processing of disputes in a timely and efficient manner; maintaining customer satisfaction and compliance to regulatory requirements.-Maintained detailed records by notating accounts during customer interactions, contributing to accurate reporting and analysis.-Processed disputes, by reviewing, researching, and initiating the resolution of dispute inquiries; contributing to the decrease in financial loss for FIS.

-Handled customer inquiries, by responding to questions and concerns through various communication channels such as phone, email, and chat, resulting in improved customer relations.-Provided basic technical support, by assisting customers with troubleshooting for online services, and guiding customers through problem-solving steps; reducing the need for scheduled field technician visits.-Submitted payments and refunds, by initiating capture, authorization, and settlement stages of payment processing in a secure manner, ensuring PCI DSS compliance for the company.-Ensured compliance with company policies, industry regulations, PCI DSS, GDPR, and HIPAA, by remaining knowledgeable of updates, providing accurate information to customers and clients.