Exceptional leader talented at [Skillset 1], [Skillset 2] and [Skillset 3]. Technically-savvy with outstanding relationship building, training and presentation skills.
Highly ambitious [Job Title] with background in sales, marketing and advertising. Expertise in market analysis, forecasting and client needs assessments.
Quality Assurance Analyst II Customer Service Officer, 01/2008 to Present Analysis Group – Boston, MA,
Sworn Documents & Collections Litigation QA/QC - 602 Oversight and examination of quality and other control processes in the lines of business including review and advisory consultation on scope, sampling, testing, reporting and effectiveness of corrective actions Re-performance of quality tests conducted by the lines of business for validation purposes and the performance of discretionary testing as emerging risks are identified.
Work in partnership with business lines and other control processes, to provide guidance in the identification, assessment, management and resolution of operational risk challenges.
Define, validate and track key operational performance metrics as well as analyze data and reports to derive performance improvement opportunities, isolate root causes, and collaborate with senior management across all lines of business on viable solutions to drive variation out of operational processes.
Conduct on-site evaluations of processes and procedures on all lines of business to ensure the maintenance of Firm Wide Quality Standards for Quality programs such as Sworn Documents, Collections Litigation, and SCRA and to ensure critical components of the FWQC are present and consistent across the applicable lines of businesses.
Responsible to present findings to senior management including Executive and Managing Directors.
Working knowledge of MSP, VLS, COGNOS, I-Vault, DTS, SDCL Command Center, EQMS, Firm wide Policy Portal, GEMS, TOM, PACER, Federated, LISA, FSD, LenderLive, LPSD, iCAF, SANTA , and SharePoint 602 Supporting Worldwide Securities Services (WSS) for JP Morgan's Trust and Custody business servicing Pension, Endowment, Public Funds, and Foundation clients.
I worked closely with Accounting, SEC Lending, Plan Sub Accounting, Performance, and Benefit Payments to form a cohesive package for the 66 clients I was responsible for.
Client Service representative for a segment-wide project to track capacity and matrix surrounding our daily job functions with clients.
Reported findings monthly directly to senior management.
Columbus' Client Service Representative Assistant Vice President/Associate Officer, to – , ,
in 2013.
Through attrition, I took on an additional 1.5 desks and maintained client satisfaction through efficiency development.
Filled in as manager for 4 months during a transitional phase of the department.
Customer Service Representative/Transaction Processing Specialist, to – , ,
Maintained and managed pension payroll payments for contracted companies including add, change and inactivate participants as needed for the client.
Filled in as manager twice covering a total of eight months.
Balanced $80 million+ in monthly pension payments as well as multiple level trust accounts, serviced the clients needs in accordance with SLA and SLD documents, and problem solved and rectified situations with the client timely and efficiently.
Maintained transparency through interactions both internally and externally, eliminated company risk through reorganizing and developing company policies and procedures, Spearheaded a client based training program for InfoWeb, trained clients all existing clients in the InfoWeb client database system.
Benefits Coordinator, 01/2006 to 01/2008 NA – City, STATE,
Administered all health and wellness benefits to approximately 1800 employees, 500 of them Hispanic with Spanish as their primary language.
Overseen all aspects of FMLA, maintained employee files through scanned docs as well as ABRA Administered companywide 401K (including benefit payment, hardships, distributions, and loans) as well as the Simple IRA contributions.
Created the first wellness fair for the company, coordinated all participants including UHC, Aetna, Humana, American Red Cross, etc., and negotiated yearly increases and contracts with providers around the United States.
Spearheaded BCC's nationwide involvement in Chambers of Commerce for all cities where a BCC subsidiary such as CheckSmart or Check Cashing USA location was held.
Education
Bachelor of Science: Human Resources Management, Expected in Franklin University - Columbus, Ohio GPA: Human Resources Management
Bachelor of Science: Business Administration, Expected in - , GPA: Business Administration
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School Attended
Franklin University
Job Titles Held:
Quality Assurance Analyst II Customer Service Officer
Columbus' Client Service Representative Assistant Vice President/Associate Officer
Customer Service Representative/Transaction Processing Specialist
