Customer Service Management

Hezekiah Bradley, Jr.

**** ********* ***** ********, **** 43229 Phone: 614-***-****

Email: *********@*****.***

Executive Summary

Business and Financial Management Professional with 18 years in the

financial services industries. Experience in the areas of project planning,

execution, monitoring and resource planning with the ability to manage

multiple projects on time and on budget. Exemplary communication skills

demonstrated through successful contact with stakeholders in order to

gather accurate data and information regarding ongoing projects.

Professional Experience

JP MORGAN CHASE BANK, Card Services Columbus, OH 1996-2014

Financial Services Consultant

Provide the following excellent customer service at call center to small

businesses and consumer clients: financial analysis, financial accounting,

marketing/sales, account management and Internet/website authorization.

Assist internal Card Services Groups in documenting existing processes in

order to introduce new business solutions, policies and procedures to the

work environment.

. Business Process Analysis: Information technology and business

management expertise with experience in assessing project risk and

identifying business objectives based on a thorough understanding of

technology requirements. Assessing business impact resulting from

information technology changes to computer network and operating

systems.

. Project Management: Expert in Project Management with leadership

skills in time/cost management, quality management, resource

management, communication management. The ability to execute projects

on time and within budget for project. Determining project scope,

project roles and responsibilities, work breakdown schedules, tasks,

timelines, resources planning and milestones. Writing project

inspection audits, project specifications and weekly reports

. Financial Management: Management Control Systems and Corporate Finance

training with experience in financial and managerial accounting,

financial analysis and reporting, financial systems, budget

preparation and cash management

. Customer Relationship Management: Engagement with external and

internal customers to resolve business, financial, change management,

technology management, account management and risk management issues

Process Analyst

. Utilized MS Excel and MS Visio and to analyzed existing business

processes and produced over 200 process modeling drawings to document

existing processes and organizational procedures.

. Responsible for promoting effectiveness and efficiency in various

business credit departments and recommend the integration of

technology.

Risk Management Analyst

. Reviewed over 60 consumer accounts per day for resolution of risk

management and security issues.

. Managed accounts to prevent fraud, account takeover and identity

thief.

. Performed security verification and risk management services to

protect business accounts.

Customer Support Specialist

. Reviewed financial status of customer credit accounts using customized

account management automated systems.

. Advised customers on necessary strategies and actions for debt

payment.

. Arranged for debt repayment or established repayment schedules based

on customers' financial situation.

Marketing Services Associate

. Meeting marketing and sales objectives by review of customer financial

information and data.

. Implementing credit card product reviews, sales presentations, sales

policies and procedures.

Education

Master of Science, Information Technology/Project Management (MScIT),

Capella University

Master of Business Administration (MBA), Franklin University

Bachelor of Science Business Administration (BS), Franklin University

Bachelor of Environmental Design in Architecture (BED-A) North Carolina

State University

Professional Development & Technology Training

Advanced Project Management & Leadership

Software Development Lifecycle Management

Software Engineering

Computer Networks and Operating Systems

Internet Technology/Website Design

E-Commerce and Management Information Systems

MS Office Suite (Word, Excel, Access, PowerPoint, Outlook)

MS Visio

MS Project

MS SharePoint

Dreamweaver (Website Design)

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