Project Manager Senior Specialist

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KENYA NELSON

***** *** ******* ****** *********,FL 33569

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

Cell # 813-***-****

Over 20 years’ experience working in the financial,customer service and Insurance industry. Highly self-motivated individual with an established expertise in managing multiple projects while adhering to strict deadlines and budget constraints.

AREAS OF COMPETENCY

Excellent verbal/written communication

Detailed Oriented

Team Building

Time Management

Problem Resolution

Critical Thinking

Quality Control

Procedure Knowledge of products & services.

EXPERIENCE

JPMORGAN CHASE BANK, Tampa, FL

Middle Office -KYC -Know Your Customer (06/2022 to Present)

● Establish communication with the internal customers such as the Transition manager(TM) and Maker’s team to ensure consistent understanding and implementation of policy/process changes are being upheld.

● Align directly with TM and understand a holistic view of the client relationship with the firm, to prevent AML risk to the bank and clients.

● Participate in preparation, delivery to the client, and follow up on required correspondences to complete the Onboarding process per procedures.

● Serves as a Project manager for the assigned KYC cases to be completed by the assigned deadline,coordinating all significant onboarding activity with KYC requirements. Quality Specialist III-Quality Team (06/2020 to 06/2022)

● Ensure all quality reviews are completed adequately & identify risk

● Performed Quality Assurance reviews, control identification

● Ensured all processes were functioning within established policies and guidelines Account Escalation Specialist (12/2018-06/2020)

● Researched and resolved all escalated auto account issues with both external and internal partners.

● Built relationships and exceeded expectations.

Business Operations Senior Specialist II (01/2018-12/2018)

● Reviewed and completed banking system access requests for all CCB Operations.

● Researched and resolved banking system access issues.

● Adhered to all applicable regulatory and department practices related to policy and procedures. Quality Senior Specialist I (09/2016-01/2018)

● Reviewed credit card collections calls to assure they met policy, procedures and regulatory guidelines.

● Provided feedback to the Collections Management team

● Located process gaps and provided solutions to the line of business. Kenya Nelson

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Executive Office Intake Specialist (06/2013–09/2016) Columbus, Ohio

● Reviewed credit card, consumer and auto concerns from the Better Business Bureau, Attorney General and Office of the Comptroller of the Currency.

● Completed daily reports and mailed acknowledgement letters.

● Maintained SLA agreement with the Consumer Financial Protection Bureau to prevent fees and re-contacts. Mortgage Banking Executive Office Closer (03/2012-06/2013) Columbus, Ohio

● Created mortgage loan closing documents

● Wired funds to title companies for approved mortgages or refinanced loans.

● Completed daily reports to provide accurate data to management for audits and forecasting. Control Room Specialist (01/2010-03/2012) Columbus, Ohio

● Monitored multiple dashboards, including the Virtual Processing Center.

● Troubleshooted and re-directed tickets to assist in mitigating problems.

● Assessed risk by monitoring the Residual Back Offices.

● Headed conference calls concerning various lines of businesses.

● Performed password resets and granted access level for new tellers. American Family Insurance-Property Desk Claims Adjuster. (05/2006-12/2009)

● Monitored multiple dashboards..

● Received inbound calls from customers concerning insurance claims

● Research and completed insurance claims for flood, auto and property. Correspondence Solutions Team Lead (01/2004-05/2006) Columbus, Ohio

● Managed a team of 12 FTE.

● Consistently achieved and exceeded rating on monthly quality scores.

● Collaborated with internal and external partners. EDUCATION

Meadowdale High School Dayton, Ohio

Broadcasting Communication Sinclair Community College Dayton, Ohio Recognition Awards

Received Five Keys Recognition for owning customers issues from start to finish 2021-2022 Awarded certificate for Outstanding Contributor in 2018. Awarded 2 certificates for Top Performer in 2017 and 2018 and for Hard Work and Effort in 2018 Awarded certificate for Outstanding Contributor in 2018. Awarded 2 certificates for Top Performer in 2017 and 2018 and for Hard Work and Effort in 2018 Superstar for Exceptional Quality Score from 2012 to 2013 and Most Cases Closed in July 2013. Nominated for the ICON Nominee — ACH Best Practice Team Acquisition Services in 2012 and the Guardian Award Kenya Nelson

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Application Knowledge

Proficient in TCS, iCAF, CARE, C3

KANA

FileNet/Document Retrieval

SharePoint

WebStats

RSAM

EURC

Quest and Microsoft Office.

COLT

Party Central

I-Search

Sharepoint

NICE

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