Customer Service Assurance Supervisor

MARIA NELSON

**** ******** ***** *****, **** Worth, Texas 76244 817-***-****

adxkh2@r.postjobfree.com

Professional Profile

Innovative and detail-oriented Implementations Manager, with the ability to develop and produce successful programs which communicate an organization’s mission and goals. Distinguished by exceptional interpersonal skills in balancing client priorities with support staff needs on multiple projects. Accomplishments demonstrate developmental organization, the ability to implement quality and regulatory guidelines, strong leadership, management skills and strategic planning.

Skills/Training

Project Management

Six Sigma Green Belt

Lotus Notes- WordPerfect-Excel-Visio-Access-DOS MS Projects

Prisma Production Server

Xerox 4635 Printers-OCE 7400 Printers & 5160

Store set-up including POG

Experience

J.P. Morgan Chase 06/19 – Present Implementations Manager

●Responsible for multi-entity, multi-jurisdiction client onboarding and products & service Implementations

●Client facing, single-point of contact responsible for the end-to-end client experience and satisfaction during the in-scope product implementations

●On boarding and coordinating all aspects of the setup of technical and non technical treasury products services for new and existing Commercial Bank clintes

●Collaborate with the client and coverage team to develop and execute an implementation plan, establishing clear expectations and providing transparency of timelines using project management principles and practices.

●Adherence to policy and procedures, and domestic regulatory requirements

●Liaise with local compliance, legal and product where required

J.P. Morgan Chase 04/16 – 06/19 Quality Control Manager

●Evaluate, maintain and adjust operational standards.

●Provide guidance on procedural gaps to improve practices.

●Implement new standard operation procedures.

●Responsible for teams’ enactment and overall setup process.

●Monitor the day to day performance of the work queues.

●Create and present monthly scorecards.

●Analyze the upstream and downstream effects of quality performance.

●Prepare and maintain procedures for auditing purposes.

●Point of escalation to rectify complex matters and deliver guidance to other areas.

J.P. Morgan Chase 07/14 – 4/16 OSM Maintenance Supervisor

●Responsible for providing solutions to problematic conditions.

●Developed and Implemented maintenance procedures for OSM department.

●Responsible for teams’ enactment and overall setup process.

●Ensured the proper conducting of all maintenance and service requests was properly executed.

AHMSI3/Homeward Residential 10/11-4/13 Quality Assurance Supervisor

●Developed, implemented and trained Business Unit on companies Standard Operating Procedures and FDCPA guidelines; ensuring procedures are followed.

●Managed team of 10 to 25 Quality Specialists.

●Managed agent certification process of Customer Service Initiative; tracking beginning to end progress, analyzing results and reporting results to upper management.

●Monitored and reported results of Mystery Call program.

●Instrumental in identifying gaps in processes resulting in Process Improvement for call handling and agent development.

●Department lead for employee motivation/recognition program.

●Represented the Department as HR liaison for Benefits, FMLA, Worker’s compensation, PMI system and HR updates.

J.P. Morgan Chase 09/11-10/11 Loss Mitigation Specialist II

●Provided status of Making Homes Affordable Program.

●Conducted audits on loans submitted for modifications.

●Conducted quality audits on Freddie Mae and Fannie Mae loan ensuring all documents where available to render decisions.

●Provided recommendations/results to upper management of loans that meet requirements for Making Home Affordable program.

Nordstrom 02/11-09/11 Cash Room/Customer Service

WAMU/JP MORGAN Chase 11/06- 11/09 Senior Operations Manager

Providian Financial/WAMU 6/99-11/06 Fulfillment Operation Manager

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