Senior Dispute Analyst at Dow Jones & Co (2013-04 – 2026-01)
Analyzed and resolved complex dispute cases with focus on customer satisfaction and compliance
- Analyzed dispute cases to identify trends and recommended resolutions, improving customer satisfaction
- Reviewed and analyzed a high volume of customer disputes to identify root cause and take corrective action
- Conducted in-depth investigations into disputed items, including analyzing customer accounts, researching transactions, and verifying account information
- Resolved escalated customer complaints regarding disputed items within established timelines
- Managed client communication on dispute statuses and outcomes, fostering transparency and trust
- Collaborated with legal teams to ensure compliance with regulatory standards
- Collaborated with legal counsel on complex cases requiring additional research or analysis
- Coordinated with cross-functional teams to streamline dispute handling procedures
- Conducted root cause analysis on recurring disputes and proposed process improvements to enhance outcomes
- Developed and implemented dispute resolution processes and procedures to ensure compliance with applicable regulations
- Maintained records of disputes and resolutions in internal systems for tracking purposes
- Maintained up-to-date records on all dispute cases handled by the department
- Actively participated in meetings with internal teams to discuss trends in disputes and develop strategies for resolving them quickly and efficiently
- Documented investigation process and results for each dispute case, creating comprehensive reports to support data-driven decision-making
- Developed training materials for junior analysts on dispute resolution processes
Procurement Specialist at Dow Jones & Co (2000-01 – 2013-03)
Managed vendor relationships and procurement operations to enhance process quality and reliability
- Managed vendor relationships to enhance procurement process quality and reliability
- Analyzed market trends to optimize sourcing strategies effectively
- Developed and maintained procurement policies for compliance and efficiency
- Coordinated contract negotiations with suppliers to secure favorable terms and optimize procurement expenditures
- Collaborated with cross-functional teams on product specifications and requirements
- Evaluated supplier performance to enhance service delivery standards
- Implemented strategic sourcing initiatives that reduced procurement costs and improved supplier selection
- Identified opportunities for process improvement within the procurement cycle
- Collaborated closely with other departments to understand their product requirements and ensure timely fulfillment of orders
- Evaluated and researched suppliers and processed orders for purchases through new contracts and competitive bids
- Updated and maintained supplier information, including contact details, payment terms, and performance ratings, to ensure accuracy and compliance
- Tracked orders and confirmed system lead times, delivery dates and costs
- Prepared Requests For Proposals to solicit bids from vendors
- Maintained records of purchases, pricing, and other important data in company databases
- Ensured compliance with relevant laws, regulations, policies and procedures related to procurement activities
- Checked requisition orders for accuracy, verifying terminology and specifications for accuracy
- Negotiated favorable terms, volume discounts and long-term contracts with suppliers for procurement of goods and supplies
- Decreased spending, locating new suppliers by networking at industry markets, purchasing and designing cost-effective products and reviewing samples
- Conducted research to identify new potential suppliers based on quality, price, availability, reliability and serviceability criteria
- Applied well-developed communication, interpersonal and collaboration skills to build effective working relationships with vendors and partners
- Coordinated with internal stakeholders to ensure timely delivery of items to meet project deadlines
- Facilitated periodic meetings with vendors and suppliers to align on business objectives and foster collaborative relationships
- Managed relationships with key suppliers by regularly communicating updates about pricing changes or new products
- Drafted and monitored contracts with vendors to ensure adherence to terms and timely execution of procurement activities
- Reviewed existing contracts to negotiate better terms and reduce costs
- Inspected and evaluated quality of purchased items to resolve shortcomings
- Provided training sessions on procurement processes and procedures for staff members
- Strengthened traceability, developing organizational systems for purchase orders, invoices, pricing, and reports
- Assessed department needs and implemented plans for sourcing supplies
- Stayed up to date on market trends, prices and vendor options
- Gathered, input, and analyzed data to evaluate trends and make proactive adjustments to policies
