Brooke South
San Tan Valley
Summary
Passionate and professional Representative leads outreach efforts, strategic direction and day-to-day function management. Proven talent at building relationships and influencing others to gain support and commitment. Excellent presentation and communication skills and comfort working in fast-paced environment.
Overview
6
6
years of professional experience
Work History
Community Response Representative
DoorDash
Tempe
06.2025 - Current
- Display strong telephone etiquette, effectively handling difficult calls and chats.
- Fluent in Trust & Safety incident reporting.
- Completed NOVA training for proper trauma responses in severe situations.
- Assist with case triaging to route cases to the appropriate queue.
- Resolve customer complaints in a professional manner while remaining empathetic to their concerns.
- Consistently surpass monthly goals, with an overall quarterly score of Exceeds.
NOC Specialist
Amazon
Tempe
01.2025 - 06.2025
- Assisted in training new team members on operational procedures.
- Resolved issues related to shipping and delivery in a timely manner.
- Collaborated with cross-functional teams to enhance service quality.
- Developed and implemented disruption management protocols for weather events.
- Created comprehensive Standard of Works (SOW)s.
- Successfully maintained operational efficiency while preventing over/under-staffing and volume mismatches.
Quality Associate
Chase Bank
Tempe
10.2022 - 09.2024
- Ensured 100% accuracy before sending reports to Law Enforcement.
- Reviewed SARs for compliance, ensuring thorough evaluation of quality standards.
- Collaborated with team members to uphold quality standards and policies across all operations.
- Identified process improvement opportunities in operational workflows to enhance efficiency.
- Fluent in reviewing and identifying fraud trends, such as Scams, AML, ATO, Third and First Party Fraud across all types of banking accounts.
FCOI Investigator
Chase Bank
Tempe
01.2020 - 10.2022
- Conducted investigations into fraud cases and suspicious activities within FCOI, ensuring compliance and operational integrity.
- Utilized advanced software tools to analyze risk factors in financial transactions, identifying potential vulnerabilities.
- Fluent in reviewing and identifying fraud trends, such as Scams, AML, ATO, Third and First Party Fraud across all types of banking accounts.
- Reviewed transaction data to identify patterns of fraudulent behavior.
- Collaborated with law enforcement to gather evidence for ongoing cases, such as subpoenas.
- Developed investigative reports for case tracking and analysis, enhancing visibility into case progress.
Education
Heritage Academy
Mesa, AZSkills
- Customer satisfaction
- Incident documentation
- Issue resolution
- Procedural writing
- Risk assessment
- Quality control
- Training design
- Capacity planning
- Financial crime analysis
Timeline
Community Response Representative
DoorDash
06.2025 - Current
NOC Specialist
Amazon
01.2025 - 06.2025
Quality Associate
Chase Bank
10.2022 - 09.2024
FCOI Investigator
Chase Bank
01.2020 - 10.2022
Heritage Academy