The holiday season is often a time of reflection and gratitude at Equinox. We know for certain that we are overwhelmed with blessings. One of our most notable blessings is partnering with and serving such fantastic customers! This good fortune is the driving force behind the ‘Customer Spotlight’. The latest installment of the series showcases our relationship with telecom veteran and fraud management expert Jaime Zetterstrom.
Two years after Jaime’s start in telecommunications, she charted a path at a new company. Twenty-one years later, she’s still on that path and has risen to Vice President of Information Technology. In that role, Jaime is responsible for overseeing the fraud team for all of the organization’s businesses. She also manages the company’s number provisioning / LNP (local number portability) activities and heads up their software development efforts.
Jaime first met David West at a CFCA event in 2013. She initially helped evaluate and select the Protector fraud management solution (FMS) and has been actively involved with the application since its deployment in 2015. Due to an organizational acquisition, her company has more than one instance of the FMS in place. Jaime reports that her fraud team tier 1 is in an instance of Protector 24 X 7 X 365 and that system is their work funnel.
Without hesitation, Jaime proclaims that “Protector’s best feature is CDR Rules!” You may already know that fact if you tuned in for the Protector 2021 User Group Meeting (PUGM). Jaime served as a panelist, shared expert insight for using CDR Rules, and explained how CDR Rules are an integral component of her team’s workflow. You may also remember Jaime from her presentation in March of this year during the Robocall Mitigation Summit.
According to Jaime, “Equinox Support always call back and we always get help, even after hours. What really stands out though is there is no hard line between whether it’s an internal problem versus one with the Equinox application. Equinox acknowledges there is an issue and just gets to work. They are happy to get on the phone with my organization’s IT group. By working with Equinox Support, the team and I have learned a lot…to the point our escalations have drastically decreased. We are now proactive instead of reactive because Equinox Support took the time to work with and educate our IT folks, so we know how to address different situations.”
Born in New Jersey, Jaime and her family—an adorable husband, an awesome 17-year-old who is currently in the midst of college applications, and an amazing 3 ½ year old son—still reside there today. Beyond her full-time career, Jaime says her life centers around anything Jasper (her 3 ½ year-old) wants to do. As the social one in the family, Jasper keeps Jaime busy with children’s birthday parties, swimming, soccer practice, and karate.
Jaime is always willing to participate in educational events as a panelist or presenter. Drawing from her system’s unique configuration, Jaime offers insightful commentary on the application and its features. Thank you, Jaime, for your valued contributions to the entire Equinox community!
