Patricia Ann Law-Shaw

ad4ej9@r.postjobfree.com

813-***-**** - Cellular

PROFESSIONAL SUMMARY

Results driven, self-motivated, team building individual with a passion for providing exceptional transformational and shared leadership, risk management, quality assurance, customer care, performance coaching, data analysis and financial analysis; desiring to secure an opportunity whereas my excellent Customer Service, Collection, Quality, Training, Analytical, Strategic and Leadership skills can be utilized for growth and development.

PROFESSIONAL PROFILE

Proficient personal computer skills with Microsoft Office (Word, PowerPoint, Excel).

Efficient in prioritizing workload to meet deadlines and goals.

Effective communicator and relationship-builder with superior detail orientation.

Demonstrated time and project management skills, with ability to work on multiple time-critical issues concurrently.

Proven interpersonal skills: cooperative team player, yet equally effective, motivated and hard working independently.

Ability to perform in a fast paced environment while maintaining a professional and effective approach to highly stressful situations and exceeding forecast goals.

EXPERIENCE

June 2020 – Present JPMorgan Chase, Auto Finance, Loss Mitigation

Supervisor

Coach and develop Agents to navigate volatile market conditions while exceeding over 2% forecast goal over a 10 months consecutively equating to $8.2M.

Navigate multiple technologies while troubleshooting system issues for a foolproof contingency plan by identifying back up sources, key personnel, systems that could be at risk and/or are business critical while communicating clear expectations to all call center agents, and rigorously test contingency plan.

Develop and implement communication strategies and information programs through forming Toastmasters Club and sponsoring 6 others in the Tampa Bay Region.

Adhere to all policies, procedures and regulations set by the business.

Began Mobility Moments to partner with Agent Career Mobility derived from unsatisfactory EOS survey results.

Created “Getting to Know You” in Fountain Square to adapt a small business environment feel from a large diverse call center environment.

Mobility Moments

Founded and partnered with employees across different departments regarding career mobility, resume writing and interviewing skills to aide in securing next level advancement opportunities.

BOLD Tampa Career and Skills Chair

Facilitate weekly planning committee meetings.

Partner with other Business Resource Groups, Leaders and Departments for resources required for events.

Assure all events adhere to policies, procedures and risk aligned across the business.

Participate in Cross BRG events to promote membership and collaboration amid BRGs.

September 2019 – June 2020 JPMorgan Chase Auto, Loss Mitigation

Job Coach

Establish and monitor Key Performance Metrics (KPI) for First Call Resolutions (FCR) and Customer Satisfaction (CSAT).

Coach Agents of Focus negotiate First Call Resolutions and provide Customer Satisfaction thru Collector Effectiveness and call flow.

Supervise teams in the absence of the assigned Supervisor.

Collaborate with partnering departments for a great Customer Experience.

August 2017 – September 2019 JPMorgan Chase Auto, End of Term Lease

Sr. Specialist 111

Resolve Customer issues with leased vehicle from start to finish.

Maintained close customer contact to resolve lease end of term.

Proficient in handling of taxes per states regulations.

Remediating risk to the businesses.

Build recurring relationships.

PATRICIA LAW-SHAW ad4ej9@r.postjobfree.com

September 2016- August 2017 JPMorgan Chase, Oversight & Controls Quality Assurance

Sr. Quality Specialist

Rigorously test for Quality Assurance via call monitoring and scoring for Auto Collections.

Listen to recorded calls to audit agent performance with several Lines of Business (LOB) for Collector Effectiveness.

Conduct post-mortem performance assessment with leader of agent in question regarding reassessments.

August 2015- Present JPMorgan Chase, Blend, Outbound Specialty Team

Collection Specialist 1

Diligently look for gaps in policies and procedures resulting in successful identification of FDCPA, OCB, and CFPB regulations.

Negotiate repayment plans to prevent Breach of Contract, Early Payment Default or Repossession.

Effectively review debt structures with customers to decide best long term solutions for Customer.

In depth skip tracing

Rewarding relationships with Third Party Repossession Agents and vendors.

September 2010 – July 2015 HSBC USA, Default Service, Brandon, Florida

Front End Collector; Collector 11; Senior Collector; SQT/SME; Compliance Specialist; Sr. Mortgage

Service Specialist

•Proactively reviewed policies and procedures to broaden knowledge base of processes in place for clear guidance on how certain task are fulfilled in given situations.

•Effectively review debt structures with customers to decide best long term solutions for homeowner.

•Liaison for Proactive Short Sale; Deed In Lieu; Customer Care, Mediation and Loss Mitigation

•Independently delivered results in fast paced- production oriented call center environment resulting over $25M

•Efficiently resolve customer disputes and submit payoff request for settlement consideration

August 2006- September 2010 JPMorgan Chase Auto, Tampa, Florida

Collector 111

Assign Repossessions

Effective Skip Tracer

Knowledgeable of all major credit bureaus

Resolve Irate Customer Issues

Negotiate long term solutions to clear account delinquency

July 2004 – August 2006 PMSI, Brandon, Florida

DME Specialist

• Effectively communicated with Injured Workers; Attorneys and Adjusters for best cost

effective equipment for the injured worker.

Research and Outsourced the best third party vendor to install injured worker chair lifts; home alterations and/or vehicle accommodations

Attentively listened and resolved injured worker; adjuster and insurance agent complaint

Implement Procedures to assure Patient Safety

June 1996 – September 2004 Chase Manhattan Bank; Card Services; Tampa, FL

Front End Collector; Charge Off; Lead Collector; Supervisor

Cross Regional Training from Front End Collections to Charge Off

Establish and maintain effective working relationships

Excellent organizational and time management skills

Effectively trained all new employees on Policy & Procedures while creating effective staff schedules

Resolve irate customer complaints by attentively listening for the best long term solution

Persuasive and a good listener

PATRICIA LAW-SHAW ad4ej9@r.postjobfree.com

CORE COMPETENCIES Microsoft Office, Outlook, ICAF, Quest, Webstats, SharePoint, Adobe, Workforce, Praesto, GAT, TLCD, Paymentech, Intellectual Effectiveness, Process Improvement, Financial Analysis, Public Speaking, Travel Agent, Career Coach, Recruiting, and Team Building, Alteryx Certified, SPSS Statistics, BOLD Tampa Fountain Square Skills and Career Chair, One Chase Award Recipient.

EDUCATION National Louis University; Tampa, FL June 2020

MSOL: Organizational Leadership

Argosy University; Tampa, FL May 2019

BS: Business Administration

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