Customer Care Service
Resume:
Jennifer Markwell
*** *. ****** ****** **. Apt. *29 Worthington, OH 43085
adxlkl@r.postjobfree.com
AUGUST 2021 to PRESENT
Wicki Ventuers, LLC, McDonald’s
**** ****** *****, ******** **
General Manager
Responsibilities including but not limited to:
Customer Service
Cash Management
Hiring and managing managers and crew for the restaurant
Managing labor
Inventory management (ordering and budget)
Being ready at all times for Ops visits and Ecosure inspections
OCTOBER 2017 to NOVEMBER 2021
Owner of A Touch of Irish
Performed Massage Therapy
Performed NMT (neuromuscular therapy)
FEBRUARY 2015 to AUGUST 2016
Chase Digital Delivery
1111 Polaris Parkway, Columbus, OH 43240
Internet Product Manager / Vice President
Responsibilities including but not limited to:
Reviewed and streamlined the work order intake process
Partnered with internal customers for successful transition to the streamlined process
When senior management direction changed, adapted to new direction to formulate a new intake process for small enhancements, specifically create one intake for all secure development small enhancements
Successfully built and documented a new single intake process with my internal partners
Manage Digital Project Intake
NOVEMBER 2011 to FEBRUARY 2015
Chase Marketing – Online and Mobile Project Delivery
1111 Polaris Parkway, Columbus, OH 43240
Internet Product Manager / Vice President
Responsibilities including but not limited to:
Serve as a liaison between Digital Services Group (DS) and one or more of the Mortgage Banking lines of Business for projects that require Online and Mobile functionality
Have successfully managed and implemented several projects to include HL Tech Refresh, Online Service Bundle with ACH, Prevention of VLS statements from showing on chase.com
Successfully managed Accelerate for Mortgage through requirements, design and building use cases
Successfully managed Web Portal with Authentication through requirements with vendors
Successfully managed and completed online Year End projects
Managed 11 work orders specific to Project Tennis (MetLife), in addition to other 35 servicing work orders
Currently managing work orders (small projects under 100 hours) for chase.com on both public and secure pages
Currently managing all research and support requests
All other duties as assigned
AUGUST 2007 to NOVEMBER 2011
Chase Home Finance
Financial Services - Electronic Remittance / ACH
3415 Vision Drive (OH4-7118), Columbus, Ohio 43219
Operations Manager / Supervisor to AVP
Responsibilities including but not limited to:
Manage a team of 15 processors and supervisors with responsibilities to interview, hire, manage, provide training and conduct performance evaluations.
Successfully transitioned ACH functions from Columbus to Manila to include ACH enrollments, changes, cancellations and Wamu reports, starting with 4 processors, 1 lead and a supervisor.
Manage ACH process in Manila that has now grown to 26 processors and 2 supervisors.
Assisted in a successful build and roll out of Chase Exclusives 1% Mortgage Cash Back program to include, BRD, design, testing, implementation, FAQ’s, training for ACH processors as well as training materials for customer care and loan officers and defined processing procedures and exception guidelines for ACH staff.
Assisted in defining and then managing to the budget for the ACH functions to include supplies, staffing, marketing, etc.
Responsible for ensuring all ACH general ledger items are reconciled on a monthly basis.
Assisted in building an in-house bi-weekly program to include BRD, design, testing, implementation, FAQ’s, training for ACH processors as well as training materials for customer care and loan officers and defined processing procedures and exception guidelines for ACH staff.
For the Voyager conversion for LSAMS and RE to MSP: tested requirements, developed letters and procedures, trained and insured a successful implementation for ACH.
Assist internal and external customers with any issues pertaining to ACH.
Primary point of contact for Project UNO, Chase Exclusives database transition, ACH Payment Change Letter project, Mortgage Manager, MCB Online Enrollments, Blueprint and ACH On-Us accounts and customer care, as they pertain to ACH.
AUGUST 2004 THROUGH JULY 2007
Atlas Industrial Construction, Columbus Ohio 43219
Operations Administrator
Managed all major projects (more than $150,000) across all 4 divisions of the company.
Negotiated contracts and approved all payables for all subcontractors.
Generated all receivables for major projects.
Reconciled expenses, payables and receivables for major projects and tracked profitability of each project.
Managed weekly production on each project to ensure on time tracking for on time completion or each project.
DECEMBER 2001 THROUGH JULY 2004
Huntington National Bank
Supervisor
Managed a team of up to 18 processors with responsibilities to interview, hire, manage, provide training and conduct performance evaluations.
Managed the sale and processed the sale proceeds for repossessed and end of lease vehicles.
Worked with auction houses for inventory, condition reports, sale date schedules and re-sales.
AUGUST 1996 TO AUGUST 2001
Shared Resources / Sophisticated Systems, Inc.
2674 Federated Blvd / 2191 City Gate Drive
Columbus, Ohio 43235 / Columbus, Ohio 43219
Operations Manager
Responsibilities included but not limited to:
Managed three teams of six people each in the Hardware / Software Sales Division, Network Services Group and Staff Augmentations with responsibilities to manage, provide training, oversee skill certifications and conduct performance evaluations.
Served as direct interface with customers for sales and service of both Hardware / Software sales and network services and defined and established the requirements database and procedures which tracked all assignments, consultants, clients, rates and terms of the contracts.
Office Manager
Responsibilities included but not limited to:
Accounting to include accounts payable, accounts receivable, invoicing, time management, cash management and general ledger.
Human resources to include employee orientation, benefits administration, payroll processing and events coordination.
EDUCATION
o American Institute of Alternative Medicine – Massage Therapy. Columbus, Ohio
oOhio Dominican College – completed 86% of classes for a degree in Business Administration. Columbus, Ohio
o Columbus State Community College – classes in the Associate of Arts transfer program majoring in Criminal Justice. Columbus Ohio
REFERENCES: Available upon request
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