Customer Service Quality

Keisha Meighan

** ********** ** *** **

Brooklyn, NY 11210

917-***-****

*********@*******.***

PROFESSIONAL PROFILE

Recognized by Senior Management, as the 2nd top performer among a pool of

128 Research Analysts by maintaining a 0% error rate along with a high

productivity margin. I have experience working in fast paced, work

intensive environments and can prioritize workloads, utilize problem

solving skills and achieve organizational goals efficiently. As a dedicated

team player, I have contributed to successful outcomes in every

professional endeavor I have ever undertaken.

WORK EXPERIENCE

JP Morgan Chase

Brooklyn, NY

Mortgage Banking Loan Assistant, 2013-Present

. Distribute loan files to the Underwriting Department

. Pull and reconcile team reports

. Distribute customer documents to the Underwriting Department

. Clerical tasks such as filing, photocopying, faxing, data entry

. Maintain expense reports for Senior Managers

. Order office supplies

. On-board and off board employees

. Process facility requests to order keys, repair furniture, etc

. Schedule Manager meetings and Tele-presence meetings

. Assist Operations by assigning files to Underwriting as a Rush and by

lowering firewalls

. Assist Underwriters and Managers with miscellaneous tasks when called

upon

JP Morgan Chase

Brooklyn, NY

Quality Control Analyst, 2011-2013

. Monitored operations process; conducted quality reviews, and audits to

identify strengths and deficiencies

. Ensured accuracy of credit quality, regulatory compliance, and loan

documentation

. Reviewed denied applications, operational procedures and customer

service reviews

. Brought to the attention of management, credit underwriting practices

or other processes that adversely affect the quality of loan files

. Facilitated employee review sessions and coordinated process

improvement projects or initiatives to support department managers

. Generated reports, metrics & participate in quality systems training

. Prepared ad hoc reports for my team when needed

. Assisted in supervising team members in Supervisor's absences; checked

team mate's accuracy of foreclosure documentation, etc

. Promoted an environment that was quality and process improvement

oriented via special focus audits

Liberty Tax Service

Douglasville, GA

Tax Preparer, 2009-2011

. Prepared simple and complex tax returns for small business firms as

well as for individuals

. Performed consolidated and multi-state tax returns

. Reviewed financial records such as income statements and documentation

of expenditures in order to determine forms needed to prepare

tax returns

. Used all appropriate adjustments, deductions, and credits to keep

clients' taxes to a minimum

. Interviewed clients to obtain additional information on taxable income

and deductible expenses and allowances

. Consulted tax law handbooks and bulletins in order to determine

procedures for preparation of atypical returns

. Furnished taxpayers with sufficient information and advice in order to

ensure correct tax form completion

. Played an integral role in assisting clients with federal and state

issues, including tax return amendments, IRS errors, installment

payment plans

. Maintained and resolved customer inquiries

. General office duties and tax preparer scheduling

Ryla Teleservices

Kennesaw, GA

Call Center Service Quality Assurance Monitor, 2010

. Monitored recorded calls of census interviewers to ensure quality

service

. Scored calls based on standard criteria for optimal customer service

. Conducted meetings with interviewers to provide feedback and plan for

improvement

. Coached agents on ways to improve quality, product knowledge and

feedback on performance

Census Interviewer

. Conducted phone interviews for the United States Census Bureau

. Provided exceptional customer service assisting with interviews

. Maintained a 100% quality score; completed 25% more calls than Call

Center average; attained 100% score on overall customer service

including attendance, performance and quality

. Achieved 98% schedule adherence against a 94% goal

Bear Stearns Securities Corp.

Brooklyn, NY

Reorganization Department/Class Actions Dept/Proxy Dept - Operations; Proxy

Specialist 2000 - 2008

Proxy Dept/Class Actions Dept:

. Analyzed international SWIFT/EUCLID messages and execute proxy

notifications via various internal systems

. Action voting instructions with Global Custodians and agents on a

daily basis through various communications

. Monitored/confirmed the timeliness & accuracy of information received

from custodians & agent banks

. Continuous analysis & redesign of the proxy process to eliminate

organizational problems & inefficiencies Class Actions Department

. Received and notified clients of upcoming class action suits

. Prepared and sent claim forms to Claim Administrators to receive

payments

. Credited payments on awards for class action law suits

. Created various excel templates for organizing and easy retrieval of

client data

Reorganization dept:

. Redeemed bonds that are maturing, fully called, or partially called

. Liaison between brokers, Depository Trust Company, Euroclear and

Redemption Agents

. Processed unit redemptions

. Distributed mandatory corporate actions

. Researched status of aged stock - eligibility of exchange

. Processed debit/credit journal transactions

. Processed voluntary conversions and warrant exercises

. Utilization of Excel and Word

. Maintained customer accounts

EDUCATION

State University of New York-Binghamton University Degree: Bachelor's of

Arts: Economics - Summer 2000

SPECIAL SKILLS

Versed in use of software and systems: Microsoft Excel, PowerPoint,

Outlook, Word, WordPerfect, and Access; Medical Manager; Customer Care

Workbench(CCW); Ivault; Home Lending Federated Search; InfoSource;

Lenderlive; LPSD Desktop; Closr; FSD 3.5, Zippy

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