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Customer Service Manager

Bethlehem, Pennsylvania, United States
February 02, 2018

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** **** ***** *****, ******, PA 18045 C: 908-***-**** Highly motivated, results-producing professional experienced in business analysis, data analytics, and customer service. Recognized team leader and motivator who excels in a team environment while also exceeding individual goals and milestones. Seeking an opportunity as a Business Analyst where I can grow and expand my career in Business Intelligence.

Analytical and Problem Solving Abilities

Effective in Time Management

High level ability to manage multiple tasks


Adaptability to Change

Computer Proficiency

Exceptional Customer Service

Strong Communication Skills

Excellent Attention to Detail

Influences & Drives Change

Relationship Builder

Business Process Analyst, 01/2013 to 01/2018

JP MORGAN CHASE – Heathrow, Florida

Developed strong relationships with different forms of leadership to be able to communicate performance news where I am able to influence and drive change. Created a new hire on-boarding template which provides a checklist for access needed, the daily/monthly tasks performed by scheduling planning with direct links to the location of the objective along with the link to the operational instructions.

Project managed and built schedules for our yearly Global Bid project which is used to realign the knowledge group based on the new call arrival patterns. Facilitated the in-person Global Bid process by meeting with the specialists and assisted them in choosing a schedule based upon their needs by their rank.

Team lead for cross functional planning and implementation calls. Documented business processes and analyzed procedures to see that they would meet changing business needs.




Designed and implemented operational improvements based on process inefficiencies. Utilized excel to showcase analytical findings using pivot tables, charts and diagrams tailored for specific needs to different forms of leadership

Provided tailored reporting, visualization and forecasting views utilizing excel Real Time Solutions Analyst,

JP MORGAN CHASE – Heathrow, Florida

Worked within a team managing customer service levels in a wide range of groups using real time solutions. Understood the needs of the business and made the best decision to improve service level while maintaining a great customer experience. Issued out reports to executive leadership providing different forms of data on how the business is performing.

Created an updated re-skill assistance template to make it easier to identify what knowledge groups can assist other knowledge groups.

Put out real time "fires" by working with leadership and forming the best possible solutions. Worked with OSO and my peers in the Columbus location to close down production in the Orlando site during a severe storm that required our specialists to get off the phone and get to the stairwells for their safety.

Customer Support Specialist,

JP MORGAN CHASE – Heathrow, Florida

Connected with Credit Card customers to anticipate their needs and build long lasting relationships while aligning them to products and services to ensure that business needs are met. Key responsibilities included providing issue resolution and excellent customer service for high net worth customers. Recognized by Site Leadership for perfect attendance during Q1 2013. Recognized by Site Leadership for my calls and then showcased in the monthly site recognition meeting which showed the exceptional customer service I provided to each of my customers. Assisted Team Manager in calibrating team member numbers and providing feedback when necessary. Assisted Team Manager with stat/metric reporting and creating contests to improve overall team performance.

Retail Sales Professional, 11/2007 to 08/2010

TIFFANY & CO – Short Hills, NJ

Showcased and sold fine and fashion jewelry and china in one of Tiffany's top stores in the northeast region and maintained top-tier performance ratings yearly.

Developed strong relationships with quite a number of high profiled customers resulting in sales figures that regularly exceeded expectations.

Demonstrated the ability to shift focus and assist in the customer service and operations department when the opportunity presented itself.

Delivered exceptional customer service to my clients that included, but was not limited to, after hour assistance, personal delivery, custom orders and request. Administrative Consultant, 09/2006 to 01/2007

OFFICE TEAM – Bridgewater, NJ

In charge of organizing and maintaining all accounts payable/receivable documentation for the Accounting department.

Coordinated all executive and management meetings as well as organized inter-departmental functions including charity functions and company retreats.

Experience with assisting high-level employees such as upper management and executive officers. Assistant Manager, 05/2005 to 09/2006


Assistant team sales manager who oversaw 35 employees covering two shifts. Responsible for all inside sales transactions and ensuring that my team reached its weekly milestones. As well was responsible for handling all escalated customer service calls.

Microsoft Windows

Microsoft Office 365


eWorkforce Management

AVAYA CMS Supervisor

Genesys Suite Applications


Google Analytics

Aspect Software

Adobe Analytics




MBA: Business Administration, 2017

University of Phoenix -

Bachelor of Science: Business Administration, 2012 University of Phoenix -

Associate of Arts: Business Administration, 2009

University of Phoenix -

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