Madeline W. Email & Phone Number

Chicago, Il, Us

London, England, Gb

Jacksonville, Fl, Us

Tampa, Florida, Us

Developed, coordinated, and executed online and face-to-face trainings for international audience of higher education administrators. Maintained an average 95% satisfaction rating from training participants. Oversaw quality management system and internal audit process across three international offices and multiple departments. Facilitated management review processes including change management, risk assessment, corrective actions, and continuous improvements initiatives. Led successful organizational effort to earn ISO 9001:2015 certification in 2018 and recertification in 2021, resulting in a positive recommendation with no OFIs or NCs from external auditors. Coordinated 10 annual international accreditation operating committee meetings and oversaw engagement of members in over 20 countries. -Awarded 2021 Brandon Hall Group ‘Excellence in Learning’ Gold Award for ‘Best Use of Blended Learning" for AACSB's volunteer training program -Recipient of AACSB's 2021 Above and Beyond Award -Promoted from Coordinator, Accreditation Services in 2018 -Promoted from Senior Associate, Accreditation Services in 2017

Mclean, Va, Us

Conducted complex research and analysis of account activity to identify fraud. Investigated fraud claims to determine responsible party or true fraud using investigative links. Took appropriate corrective action through customer contact to verify legitimate usage. Properly track and store claim information. Performed chargebacks within Visa and MasterCard regulations. Resolved discrepancies to close claims. -Selected twice by management to serve as the Subject Matter Expert for a new agent training group averaging 25-30 associates -Chosen by manager to be the team lead responsible for mentoring and coaching a team of 20 agents on fraud and disputes regulations, policies, and procedures -Recognized with Above and Beyond the Call of Duty Award, May 2014 -Recipient of STEP award, June 2015, July 2015 -Selected by leadership to participate in the COACH 6-month leadership development program for high potentials -Promoted from Disputes Intake Coordinator, Team Lead January 2015