highly detail-oriented professional with a thorough knowledge of banking
operations, coupled with a result-oriented approach to people management,
problem solving, and
Certified Project Manager
Proven track record of producing high performance teams
Strong initiativeand leadership skills
Extensive knowledge of auto finance and diverse financial services
Ability to work in fast pace environment
Experienced process and workflow change agent
Strong organizational skills
Auto Finance Manager, 11/2012 to Current JP Morgan Chase – Arlington, TX
Evaluate customer interactions to ensure regulatory compliance, highest level of service delivery and proper execution of control functions and protocols.
Document evaluation results in a comprehensive and organized manner for senior leadership review.
Develop and manage strategic business plans for complex business projects.
Created joint effort partnership between frontline business leaders and compliance partners to improve functional quality review performance.
Implemented service strategy to increase balanced employee performance.
Recognized for innovative thinking and strategic planning around processes, and service.
Developed and led enterprise wide recognition program to improve performance metrics and employee morale across sites.
Proactively resolved escalated client compliants by collaborating with internal business partners.
Identified specific risk within the SCRA process.
Worked with senior leadership and partners to remediate and created end to end walkthroughs via mapping process
Spearheaded organizational change due to new process and/or application integration which included ICAF application, Military Procedures, Compliant Handling Procedures, and LOA Return Process.
Manage attendance and employee performance records within human resources guidelines
Telephone Banking Manager , 09/2009 to 11/2012 JP Morgan Chase – Arlingon, TX
high level employee execution of daily call center service levels by maximizing
opportunities through the development of 20 Telephone Bankers.
and created telephone banking risk compliance processes to meet regulatory
ongoing training of Unit Managers to ensure optimum levels of compliance
performance and risk control
by senior management to manage new high net-worth customer segment.
escalated complex customer issues.
business partnerships to reinforce One Chase philosophy and customer-centric