BRENDA GONZALEZ
Phoenix,AZ
Summary
Results-driven professional with extensive experience in product delivery, fraud prevention, and process improvement within the financial services industry. Recognized for strong analytical skills, cross-functional collaboration, and a commitment to operational excellence. Proficient in SQL, Jira, and Confluence, with a proven ability to mentor teams and drive continuous improvement.
Overview
8
8
years of professional experience
Work History
Senior Product Delivery Associate
JP Morgan Chase
Tempe, Arizona
08.2022 - Current
- Collaborated with Product Owner to execute key delivery tasks and implement process improvements, resulting in a 10% increase in team efficiency.
- Served as subject matter expert for defined processes within the Area Product Group.
- Managed product delivery activities by breaking down solutions into actionable components, refining technology user stories, sequencing backlog items, and coordinating end-to-end project readiness.
- Led User Acceptance Testing (UAT), including preparation and review of 10-50 test+ cases per project, execution of test cycles, defect tracking, and validation of acceptance criteria and business sign-offs.
- Identified and escalated blockers and dependencies to the Product Delivery Manager, ensuring resource allocation and timely resolution.
Credit Abuse Fraud Specialist IV
JP Morgan Chase
Tempe, AZ
10.2021 - 08.2022
- Mentored, trained, and coached 15+ team members, fostering analytical thinking and professional development in fraud and credit risk.
- Acted as delegate for the team leader and maintained direct communication with management.
- Compiled and analyzed departmental data to monitor workflow volume and partnered on process improvement projects, contributing to a 35% reduction in processing errors.
- Supervised new hire onboarding and training programs.
Credit Abuse Sr Specialist III
JP Morgan Chase
Tempe, AZ
02.2020 - 10.2021
- Managed escalated cases and performed detailed secondary reviews of complex account closures, resolving 30+ escalations monthly.
- Trained new hires and provided ongoing support for inbound customer inquiries.
- Contributed to the creation and revision of 10+ policies and procedures.
- Served as a Subject Matter Expert (SME), supporting ongoing development and coaching of team members.
- Adapted quickly by cross-training in Credit Abuse Acquisitions.
Credit Abuse Sr Specialist I
JP Morgan Chase
Tempe, AZ
01.2018 - 02.2020
- Assessed credit card account activity to mitigate financial risk to the bank, preventing an estimated $500k in potential losses annually.
- Provided responsive support through inbound and outbound customer communications regarding account closures.
- Analyzed complex data from credit reports to verify identities, detect potential fraud, and reduce organizational risk.
Education
Bachelor of Arts - Psychology
Rio Salado Community College
Phoenix, AZ03.2026
Skills
- Extremely organized: time management, multitasking, prioritization, meeting strict deadlines, and working well under pressure
- Ability to manage multiple assignments with exceptional quality; adaptable
- Proficient in Microsoft Office (Word, Excel)
- People-oriented; able to work independently and in a team environment
- Working knowledge of SQL, Jira, and Confluence
- Strong analytical, problem-solving, and attention-to-detail
Accomplishments
- Recipient of multiple 5 Key Awards
- SME for testing Policy and Procedures
- APH Bootcamp coach to lessen Quality Alerts in the department
- Temporary Fraud Supervisory Support Role
Timeline
Senior Product Delivery Associate
JP Morgan Chase
08.2022 - Current
Credit Abuse Fraud Specialist IV
JP Morgan Chase
10.2021 - 08.2022
Credit Abuse Sr Specialist III
JP Morgan Chase
02.2020 - 10.2021
Credit Abuse Sr Specialist I
JP Morgan Chase
01.2018 - 02.2020
Bachelor of Arts - Psychology
Rio Salado Community College