Executive Director Customer Service

ANALIA KERNER

917-***-**** ******.*.******@*****.***

Bellmore, NY linkedin.com/in/analia-kerner

SUMMARY

Transformation and Strategy Leader bringing people, program, and thought leadership driving complex, multi-function, and global change efforts across businesses. Drives and inspires a culture of high-performance, focusing on team management and development, while delivering the business priorities and objectives. Assumes positions of trust with stakeholders and senior partners, with a demonstrable record of executing end-to end implementations, achieving excellent customer satisfaction that balances short-term gains and long-term value. Possesses deep transferable skills adaptable to different line of businesses and across industries, including non-financial sector. Positioned as the senior point of contact to coordinate critical meetings / events. Avid advocate of Diversity and Inclusion, including policy and civic efforts. Dynamic leadership style and coach with cross communication and multi-cultural skills. Bi-lingual with native fluency in Spanish. KEY DIFFERENTIATORS

• Cultivates trust-based relationships with stakeholders and business leaders. Sponsored by executives to mobilize teams, advise on operations decisions, and drive actions vis-à-vis programs impacting financials and resources.

• Establishes visible leadership and credibility. Thrives in leading and evaluating business owners’ priorities ensuring execution and communication of the growth agenda. Guardrails the firm’s reputation and business operations by defining and implementing best practices. Continued focus on risk mitigation, at a program, business and organization level.

• Robust program management and governance abilities. Showcases management depth and breadth focused on planning, scoping, building resources, execution, and integration of the Business’s transformation agenda.

• Demonstrates strategic problem solving. Data driven and some technical abilities. Result oriented mindset with a global perspective. Proven ability of innovating solutions, and quickly to learn and take on new challenges with a flexible, can- do attitude. Learned to improve Chase’s customer service at the branches, campuses and event management internally.

• Excels at coaching, developing, people management and mentoring talent. Provides leadership and training intensifying knowledge sharing, mobility, and motivational capacities to various levels of talent. Strong at building and leading teams.

• Strong interpersonal, collaboration, and partnership skills. Innate talent at bringing teams together and considered a talented conflict resolution practitioner. Strong negotiation and influencing skills with high Emotional Quotient. CAREER PROFILE

JP Morgan Chase, New York, NY

Executive Director – Connected Commerce – Operations and Program Management 2023 – Present Supporting integration and Controls framework of a newly acquired premier travel services company, FROSCH. Executive Director – Diversity, Equity, and Inclusion – Employee and Customer Experience 2021 – 2023 Leading research and efforts building a hardship fund to support refugees’ humanitarian needs at the US/Mexico border. Strategize the Advancing Hispanics and Latinos operating framework highlighting intersectionality opportunities with other DEI Centers of Excellence (i.e., LGBTQ+, Advancing Black Pathways, Office of Veteran Affairs, others.). Lead strategy proposal efforts expanding the Spanish language and in-culture support capabilities across Chase to support clients. Findings and recommendations were presented to Chase LOB CEOs, Market Leadership Team, other Executives.

• Support Program Management and implementation of DEI initiatives across Community Development, Financial Health Education, Business Growth & Entrepreneurship, Careers & Skills, focusing on improving client/employee experience.

• Assess cross Line of Business Spanish support and areas of opportunities to expand servicing internally and externally.

• Gather market intelligence informing opportunity areas for market penetration, priority products and segments. Develop a business case on Hispanic Market opportunity and importance of language for capturing and helping this segment.

• Use data analytics highlighting language gaps and developing staffing model recommendations on branches' footprint. Executive Director – Strategy Program Director – Community Impact Team 2020 - 2021 Co-strategized and built the operating infrastructure of the JPMC $30B Racial Equity Commitment Organization. Launched a business assessment of Cases’ current level of Spanish support for Limited English Proficiency population.

• Partnered with Chase Businesses, Corporate Responsibility, Strategy and Data Analytics teams to build foundation for the organization’s infrastructure. Leveraged data to assess target areas and priority cities across national Low/Middle Income (LMI) neighborhoods. Worked onsite at the branches to understand customer journey to be able to improve it.

• Formed and managed the Best Practices, Policies, Products, and Process team responsible for identifying internal practices or policies impacting the lower mass Black and Hispanic segments addressing the racial equity gap. Executive Director - Transformation Director – Global Equities Operations 2018 –2020 Managed the Global Equities Operations Change Team. Led the end-to-end execution of the business’ Book of Work comprising the strategy, roadmap, capabilities, and initiatives supporting Equities Sales and Trading.

• Worked with the Prime Business Operations during COVID containing the risk of the aging clients cashflows fails and reducing fail levels by 60% since February 2019, focusing on financials and client satisfaction.

• Designed the structure of a strategic shared services framework and operating model across Finance and Operations yielding a more controlled environment, including remediation strategies in Saudi Arabia preventing further revenue loss.

• Strategized and led the migration of functions for three businesses as part of Equities Location Strategy plan.

• Collaborated with other Market Operations Businesses on assessing innovation efforts and building efficiencies - digitization, client experience, and front-to-back strategic programs – aligning long-term roadmaps and Controls.

• Pioneered diversity and inclusion initiatives, expanding employee resource groups globally. Focused on employees. Executive Director - Valuation Control Group - Portfolio Program Management 2014 –2018 Executed one of the 23 flagship JPM firmwide roadmap initiative leading and delivering a strategic platform for systematic and independent daily revaluation of all JPM’s global LOB assets and liabilities. Managed a global portfolio of multi-year, cross line of businesses technology and non-technology programs.

• Spearheaded the development of a strategic glide-path reducing 80% of ~700 User Tools in 10 months.

• Partnered with business leads and global stakeholders supporting them with thoughtful, strategic decision making.

• Integrated performance measurement, budget, cost /benefit analysis, risk oversight, and resource management.

• Interchanged between Waterfall and Agile methodologies iterating solutions based on the programs’ requirements.

• Developed and managed a team of 20 specialized Project Managers and SMEs, with resources in London, Asia and NY.

• Championed diversity and inclusivity efforts as a member of the ALPFA Steer Committee for three years. Vice President - Client Relationship Manager 2012 –2014 Acted as primary point of contact for sales and marketing on new client onboardings, client training and support.

• Prevented client defection and revenue loss by meeting client’s needs at tactical and strategic level.

• Enabled expedited decision-making on system, controls, and process enhancements by providing research and actionable insights to senior management.

Deutsche Bank, New York, NY 2010 – 2011

Transformation Director – Global Markets

• Managed optimization initiatives in the US and the UK, including the development of the Cash Management Client Portal and the reengineering of Middle Office, Controls and Operations processes. ADDITIONAL EXPERIENCE

JP Morgan Chase, New York, NY

Vice president - Global Program Manager – Emerging Markets Technology and Operations Built and run a cross regional Global PMO office delivering a Front Office technology platform including a global Equities trading system rollout in Tokyo and Sydney. Collaborated to build a brand across regions.

• Partnered with Technology on a business proposal resulting in a$15mm investment in a vendor application.

• Worked in regional offices in Argentina, Mexico, Brazil, and Chile developing cross-border Operation models. ACADEMIA / CERTIFICATIONS

Executive MBA in International Business

Columbia University – Graduate School of Business, New York, NY BBA in International Management, minor in International Business and Spanish Literature, cum laude Pace University – Lubin School of Business, New York, NY FINRA Series 7 License (expired)

Lean Six Sigma - Green Belt Certified (ICGB)

Leadership Edge Executives Program - JP Morgan Chase 3 Series Training ADDITIONAL COMPETENCIES

Soft Skills - Global Perspective • Outcomes-based Thinking • Non-linear Problem Solving • Go-getter Mindset • Self- management • Strong Numeracy • Sound Judgment • Cross-cultural Communication • Transformational & Collaborative Leadership • High-emotional Quotient • Complex to Simple Concepts Technical Proficiencies - (Methodologies) Waterfall • Agile (trained) • (Finance) Derivatives • Securities • (Technology) MS Office Suite (Word, Excel, PowerPoint) • Languages – English, bilingual fluency • Spanish, native fluency

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