Training, Supervisor, Operations - Education Teaching Training Resume
Training, Supervisor, Operations - Education Teaching Training Resume
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Training, Supervisor, Operations Resume


Desired Industry: Education/Teaching/Training SpiderID: 21411
Desired Job Location: Dallas, Texas Date Posted: 6/25/2008
Type of Position: Full-Time Permanent Availability Date:
Desired Wage:
U.S. Work Authorization: Yes
Job Level: Experienced with over 2 years experience Willing to Travel:
Highest Degree Attained: Willing to Relocate: No


Objective:
Financial Operations Coach/Manager with 12 years experience in providing world class customer satisfaction to our client base. Excellent track record in: working independently, proactively solving problems, coaching and motivating others, and ensuring aggressive team deadlines are met with a high degree of accountability.


Experience:
JPMORGAN CHASE, DALLAS, TEXAS 09/2007 to Present
Consumer Banking Risk Management
Training Specialist / Instructor

• Leveraged ADDIE (Analysis, Design, Develop, Implement and Evaluate) project management methodology to assess client needs and develop training materials/policies and procedures to ensure client needs were met.
• Partnered with clients at various levels to ensure satisfaction with current training program and provide education to resolve potential conflicts.
• Developed Level 1, 2, 3 Evaluations for training programs so success could be measured quantitatively based on training objectives.
• Facilitated 2 week New Hire Regulation E and Regulation UCC training classes.
• Determine training goals that support the business objectives and address deficits in participants' skills and knowledge and design programs to meet those needs.
• Developed training materials and facilitators’ guides, co-facilitated training programs, led workshops and focus groups, and evaluated the effectiveness of training against the program objectives and recommend appropriate changes.



JPMORGAN CHASE, DALLAS, TEXAS 06/2004 to 09/2007
CARD AND ATM OPERATIONS
Team Manager

• Created team communication strategy to inform staff of any change in policy and procedures, allocate resources, plan work schedules, and assign work.
• Conducted performance reviews along with making recommendations regarding corrective actions and dismissals.
• Compiled and analyzed statistical data relative to unit productivity, monitored live calls and provided feedback to staff, provide coaching and answer questions concerning Regulation E adherences.
• Reviewed disputed claims with fraud transactions, processing chargeback’s preventing potential losses to the department and to the bank.


JPMORGAN CHASE, DALLAS, TEXAS
CARD AND ATM OPERATIONS
Senior Operations Analyst

• Coached and mentored new hires after classroom training.
• Assisted Team Manager with coaching staff and influencing a positive morale
• Reviewed disputed claims with fraud transactions, processing chargeback’s preventing potential losses to the department and to the bank.
• Compiled and distributed statistical data relative to unit productivity.
• Handled sensitive and/or escalated customer situations to resolution, preventing calls from being taken by the Team Manager.


JPMORGAN CHASE, DALLAS, TEXAS
CARD AND ATM OPERATIONS
Operations Analyst

• Filed disputed claims on fraud transactions from the customers debit card in accordance/adherence to Regulation E guidelines.
• Coached and mentored new hires after classroom training.
• Multi-tasked between taking an average of 45 to 55 calls per day and maintaining chargeback events queue consistent with department standards.


BANK ONE CORPORATION, DALLAS, TEXAS 12/2001 to 02/2004
GLOBAL TREASURY SERVICES BILLING
Commercial Operations Analyst - Quality Review

 Assisted and helped organize a team to develop the procedures and guidelines of the Quality Review group which is now implemented.
 Executed data integrity review, research, and maintenance of CAP analysis maintenance requests and reports.
 Reviewed and validated 40-50 commercial account maintenance requests with a 90% and higher degree of accuracy rate utilizing reports which are downloaded from the CAP system resulting in a 10% or lower decreased production errors and increased customer satisfaction.
 Provided extensive interaction with business partners and external customers to identify research and assist with resolving billing request problems.
 Served on several validations teams throughout the year due to CAP 8.4, Michigan, and Illinois conversions.
 Recognized and selected as one of five exceptional performers by the Illinois conversion team to go support and assist the Chicago site during conversion.


BANK ONE CORPORATION, DALLAS, TEXAS
Commercial Operations Analyst - Exception Pricing

 Reviewed and processed request into the CAP system received from the market requesting specific service codes and rates to have exception pricing ultimately resulting as a sales tool and customer retention.
 Monitored and reviewed test results from the upload spreadsheets that are built.
 Reviewed service charge methods, frequency, and earnings credit rates.
 Verified co-workers request with 100 % percent accuracy while meeting departmental service levels.
 Interacted with internal and external customer for researching and resolving outstanding issues.


BANK ONE CORPORATION, DALLAS, TEXAS 02/1998 - 12/2001
ANSWER ONE
Information Analyst I

 Defined, analyzed, and resolved problems with 100 percent accuracy while meeting departmental service levels with consistent achievement.
 Supported Banking Centers and Telephone Banking with questions regarding Policy & Procedures, Bank One Uniform product line, Account Rules and Regulations, Legal Issues, System and Hardware, Loan, CD Redemption, Check Cashing guidelines, and Problem One escalations.
 Trained and coached new hires on all Answer One Internal processes and procedures utilizing desk standardization as a key resource tool.
 Executed revisions in Bank One policies and procedures, promotional campaigns, retail source articles, security urgent and urgent source information pertaining to account level alerts due to forgery, fraud, and counterfeit checks.


BANK ONE CORPORATION, DALLAS, TEXAS 02/1996 - 02/1998
TELEPHONE BANKING CALL CENTER
Lead Financial Consultant

 Reviewed and examined reports with management on a daily basis ensuring high performance standards were kept by the Personal Financial Consultants in order to meet and exceed customer expectations.
 Maintained and handled over 50 to 60 calls per day by researching and following up with the customer if necessary to discuss and resolve concerns with their consumer accounts.
 Coached and mentored new hires for the department by sharing the system and product knowledge preparing them for the call center environment.
 Developed excellent communications and negotiation skills while working with irate and unsatisfied customers.


Skills:
 Technology: Microsoft Access, ADIOS, Word, Excel, PowerPoint, STARScap Tracking Database, Customer Assist, Branch Delivery Platform, CA View, Lotus Notes, Micromedia Captivate, Data entry, Ten key by touch.
 Working Knowledge: Account Analysis, ADO Procedures, Atchley, BDT, HEJR, Business Banking Procedures, Cash Dispenser, Check Cashing Requirements, CRC Markups, Escalation Procedures, FCOM changes, FDIC Insurance, Information Security, IRA, Legal, Loan Matrix, Product Knowledge, PEP(ACH), Safe Deposit Box, Research.
 Systems knowledge: SBS, CAP, HOGAN, RPM, M & I, One: 1, BTAB, CMM, SAR, VECTOR, RCMN, FDR, KALS.
 Certified in Customer First (telephone etiquette class).


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