Juan B. Cano

acd9ox@r.postjobfree.com

850-***-****

813-***-****

Summary

Experienced Business Administration professional with vast experience in human resources data analysis and staffing.

Knowledgeable call center operations manager with proven track record in customer service, sales and collections.

Excellent interpersonal skills and a natural ability to interact with all levels of the organization; strong communication,

decision making and negotiation skills. Strong analytical skills and attention to detail. Extremely comfortable with learning

new systems and their underlying function. Proven ability to develop a team. Fluent in English and Spanish.

Systems

Advanced knowledge of SAP Business Objects (WEBI and DESKI), recruiting systems like Taleo and DeskFlow, Microsoft

Office Professional (Access, Excel, Word, PowerPoint, Outlook, Publisher and SharePoint). Advanced knowledge of

trading and investment systems like TOS, TAS and TC 2000. Advanced knowledge of predictive dialing systems. Working

knowledge of Microsoft Project, Adobe Acrobat Professional, Crystal Reports, Lotus Notes, TSYS, FDR, ACS, Avaya

Centreview, Nice Recording Systems and TCS.

Professional Experience

Independent Investments – Pensacola, FL 2012 - Present

Investment advisor and prop trader specialized in growth stocks in the NYSE and NASDAQ. Proficient in the use of

leveraged investments like mutual funds and options. Knowledgeable of the metal markets, in particular, Gold and Silver.

J.P. Morgan Chase – Wilmington, DE 2003 – 2012

AVP - Human Resources Information Officer II

As a member of the Project office/Compensation team, I managed HRIS data and analytics for the Treasury and

Securities Services and Credit Card divisions of J.P. Morgan Chase utilizing tools like SAP Business Objects (WEBI and

DESKI), PeopleSoft, Microsoft Access, Microsoft Excel and SharePoint. Partnered with Human Resources Business

Partners for the development, maintenance, presentation and delivery of executive reporting like retention, compensation,

talent acquisition and headcount. I led the Talent Acquisition operational excellence project and served as the data

security liaison for the Credit Card services division of J.P. Morgan Chase. Completed data integrity audits and

implemented improvements while maintaining strict confidentiality. Actively participated in systems and data tests.

Talent Acquisition Researcher

As a Talent Acquisition Researcher I was responsible for attracting and sourcing of professional talent for the Chase Card

Services division, focusing on open jobs in the senior management and executive space. Responsible for diversity and

Affirmative Action hiring goals for the Orlando site. Developed, implemented and executed best sourcing practices and

strategies. Created a pipeline of top talent based on hiring needs, market conditions and business goals. Understood

market trends, competitor’s business strategies and used that knowledge to educate internal clients and the Talent

Acquisition teams around the country. Developed strong relationships with the operation line of business and internal

clients. Handled the work visa and immigration process.

CMS Hiring Manager

Responsible for J.P. Morgan Chase Customer Service and Sales hiring targets and early retention. Worked closely with

the line of business and the recruiting teams to access and attract a diverse pool of talent. Exceeded class hiring goals

while increasing employee satisfaction and retention.

Customer Service and Sales Team Manager

Managed the Disney/Starbucks Visa Customer Service and sales unit as well as the Bilingual (Spanish) Customer Care

unit. Responsible for hiring, development and monitoring Customer Care representatives including quality management

and performance reviews. Utilized different databases and automated recording systems to track performance, service

and cross selling effectiveness.

HSBC / Metris - Orlando, FL 1999 – 2003

Bank Officer - Senior Call Center Supervisor

Responsible for the site's collections strategy related to the Banco Popular de Puerto Rico’s credit card portfolio. Managed

several groups of account representatives and their supervisors. Handled all personnel issues to include attendance, work

performance issues, quality and procedural compliance. Developed and implemented collections policy and procedures

for the operation. Subject matter expert for the company’s predictive dialer operations.

Other positions

Citibank, Richardson, TX - Financial Services Advisor

The Associates National Bank, Irving, TX - Account Representative

Fidelity Investments (Kelly), Irving, TX - New Account Representative

Sprint Long Distance (Kelly), Irving, TX - Collections Representative

Jewelers Financial Services, Irving TX - Pre-Charge off representative

Formal Education

Valencia College - Orlando, FL - Business Administration, Honors AS Degree

University of Colombia - Manizales, Colombia - Chemistry Engineering Curriculum

Additional Training

CNE – SAP – King of Prussia, PA - BO WEBI Advanced Report Design

E*Share / Divine - Atlanta, GA. – Predictive Dialer Programming and Supervisor

Leadership Foundations Inc. - Minneapolis, MN. - Leadership and Management

Development Dimensions International - Orlando, FL. - TSI Selection Process

Taleo - Hiring Manager and Employee View

Taleo - Sourcing, Applicant Flow, Onboarding, HR and Communications

Taleo - Recruiting modules I, II, III, IV

J.P. Morgan Chase - Behavioral Interviewing, Essential Employee Skills for Managers, Communicating Effectively,

Providing Performance Feedback, Evaluating and Rewarding Performance, Diversity, Developing Yourself and Others,

The Power of Inclusive Leadership and Career Mobility Academy.

Awards

J.P. Morgan Chase Champions Catalyst Award – Given by the Credit Card Division’s CEO for outstanding performance

J.P. Morgan Chase Champions Moment of Opportunity Award – Given by Springfield’s Site HR Team for contributions

to the team’s success

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