Team Member Customer Service

Michael H. Kontos, Jr.

**** ******* *** ***** **** City, OH 45371

***/***-**** ****************@*****.***

HR Senior Professional with quick and adaptive learning skills and a determined work ethic. Client-service-focused team player who operates with a sense of urgency and professionalism. Understands when to escalate matters for appropriate resolution and carefully handles confidential and sensitive data. Possesses critical thinking, judgment, and analytical skills; identifies issues and trends and develops solutions/recommendations to address root causes and mitigate risk. Able to manage multiple tasks with shifting priorities while remaining proactive and flexible. Superior written and oral communication skills, organization, and attention to detail. Possesses a strong desire for ongoing career progression working in Human Resources. SUMMARY OF SKILLSETS

● Project Mgmt./Change Mgmt.

● Strategic Planning

● Team Building

● Customer Relations

● Personnel Training & Recruitment ● Motivation & Management ● Goal Setting and Tracking ● Prospecting

● Strong Writing/Editing Skills ● Negotiation & Mediation Skills ● Maximizing Performance ● Budgeting

● Public Speaking & Facilitation ● Capital Campaign Development ● Curriculum Design & Training ● Financial Services JPMC PROFESSIONAL EXPERIENCE

• HR Solutions Associate: Global Employee Engagement Culture & Conduct Employee Relations January 2020 – December 2022 General Responsibilities

o Triaged and assigned ER Cases to ER Partners in any one of 5 tiers that included:

Rehire Eligibility and Good Standing Check Requests, Approval of Terminations, Policy and Performance Cases o Approved Involuntary Termination Requests as they appeared in HCM and notated in AnswerKey any interaction with ER Partners and Compliance regarding termination status and the forwarding of requisite documentation o Served as an SME/Liaison between the People Support Team and the Intake Support Team reporting any policy or procedural changes and posting those changes to the Intake Support Team SharePoint to ensure the Intake Support Team provided the timely and accurate assignment of ER Cases to the appropriate ER Partners. o Served as a Mentor to a Philippines Support Intake Team Member, assisting and ensuring their smooth transition into performing the tasks and responsibilities of the Intake Support Team. o Assisted Employee Relations ED Brigid Gallagher with a Policy Review Project to determine appropriate process improvement to ensure Non-Policy Cases were not directed to Employee Relations.

• HR GPS Solutions: Shared Services Team -- HR Solutions Senior Professional October 2018 – January 2020 General Responsibilities

o Provided specialized HR solutions to employees, managers, and HR Business Partners o Resolved manager and employee issues in a timely and efficient manner, ensuring a high-quality client experience o Provided knowledge of HR operations, policies, and processes and acted as an intermediary with other HR teams o Focused on bringing consistency and efficiency to the Firm’s global and regional processes Specific Responsibilities:

o General Support

Managed/coordinated central email box activity, including assignments, research, etc. o Transaction Activities

Processed centralized transactions including, but not limited to, Manager Connection and business-specific and team needs

o Specialty case management

Non-Compliance, Safe Act, Workforce Screening, Banker Repayment, Exit Survey maintenance, etc. o Developed & Maintained Key Partner relationships

HR Service Delivery, HR Legal, Corporate ER, Investigations, GS&I, Compensation, accessHR, etc. o Policy Awareness

Stayed abreast of changes within lines of business and the firm, policy, and processes o Analysis - Conducted basic analysis and report generation based on business-specific and team needs o Ensure proper controls and risks - appropriately identify, report, and manage o Process Improvement

Evaluated processes, participated in the drafting of Operating Guidelines and other resources, etc., to streamline functions of the team

o Core projects - Participate in projects as assigned

Prepared the monthly MD/ED Leavers Report for Robin Leopold and the Operating Committee

When requested by the Manager, led weekly Huddle Board Discussions with HR GPS Shared Services Team Michael H. Kontos, Jr.

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• JPMC On-Boarding Team – On-Boarding Senior Specialist and Case Manager: Campus Hires August 15, 2017 – October 2018 o Delivered positive new hire experience by providing excellent customer service and maintaining quality throughout the pre-employment onboarding.

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o Audited all candidate information, verifying background investigations and drug-test results o Facilitated the fingerprinting and licensing processes while adhering to record retention guidelines o Interacted with New Hires, Recruiters, Recruiting Managers, Hiring Managers/Executives, and other areas of HR o Managed the JPMC Pre-Employment Team phone line answering questions about New Hires and providing updates regarding the New Hires’ Pre-Employment On-Boarding status o Monitored the Pre-Employment Email Boxes and addressed correspondence sent by New Hires, Case Managers, Hiring Managers, and Recruiters

• JPMC Card Services Positions April 6, 2015 – August 14, 2017

• Interim Team Leader JPMC Card Services

• JPMC Card Service Escalations (CSE/CCU) – Senior Specialist II – Accounts Supervisor

• JPMC Concept Center Team Member – Senior Specialist I – Consumer Card Member Services

• JPMC Financial Services Advisor – Senior Specialist I – Business Card Member Services Computer/Application Skills

Answer Key; Manager Connection; Profile; CompConnect; Share Point; Moxie; HeRO, Carco/Cisive, PEAX, Taleo, FSD, OneView, First Assist, Mainframe, TSYS, LSP, ROWS, First Search, FileNet, First Watch, Nice, Microsoft Word, Excel, PowerPoint, and Outlook JPMC Honors

• Promoted to Associate Level January 2022

• Selected to serve as a member of the HR GPS Solutions Employee Engagement Council

• Selected for and completed the Interim Team Leader Program

• Quality Reviews consistently in the 100% percentile Month after Month.

• Recipient of Multiple Five Keys Recognition, including Customer Obsession Recipient HR GPS Shared Services

• Recognized by HR GPS Manager, HRBPs, ERCMs, EDs, MDs, and Peers for “Exceptional Client Service.”

• Elected “Hardest Worker” and “Most Likely to Succeed” by Concept Center Colleagues

• Identified as “Exceeding Expectations” by Team Leaders of Concept Center and CCU Teams EDUCATION

University of Arizona Global Campus

• Awarded Master’s in Human Resource Management with Distinction/Summa Cum Laude ● Cumulative GPA 3.92 ● 2022

• Selected to the University of Arizona Global Campus chapter of the Golden Key International Honor Society based on

“outstanding academic achievement” as a “top performing graduate student.” Holy Cross Greek Orthodox School of Theology, Brookline, MA

• Awarded Master’s of Divinity Degree with Distinction ● Cumulative GPA 3.20 ● 1989 North Central College, Naperville, IL

• Awarded Bachelor of Arts Degree with Triple Major: Philosophy, Communications, and Theatre ● 1985 PROFESSIONAL DEVELOPMENT

HARVARD MANAGE MENTOR COURSES:

●Team Management

● Time Management

● Leading and Motivating

● Coaching

● Customer Focus

● Change Management

UDEMY CERTIFICATION COURSES:

2.5 Hrs. Project Management Certification ● Awarded Certificate of Completion ● Instructor: Mauricio Rubio ● 03/10/18

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