Business Analysis Project Management Customer Service
Resume:
MEGAN KENFIELD
Business Analysis / Project Management / Customer Relations
*****.********@*****.***
Megan Kenfield, MBA
Columbus, OH
CORE QUALIFICATIONS
Planning & Organizing
Customer Service Management
Process Optimization & Efficiency
Root Cause Analysis
Problem Resolution
Employee Training
Employee Development
Stakeholder Engagement
Project & Workflow Management
Excellent communication
Adaptability
Detail-Oriented
EDUCATION
MASTER’S DEGREE
Capella University
BACHELOR’S DEGREE
Franklin University
PROJECT MANAGEMENT CERTIFICATE
Cornell University
PROFESSIONAL EXPERIENCE
BUSINESS ANALYSIS ASSOCIATE II MAR 2024 – PRESENT
JP Morgan Chase
Collaborating with department leaders to align projects with customer-focused business objectives. Develop project plans and ensure optimal resource allocation for timely and effective execution. Monitor key performance indicators (KPIs) to assess project success and customer impact.
Managed and delivered five cross-functional projects within the CFCG Organization in 2024, meeting 100% of delivery deadlines and aligning with customer-focused objectives.
Communicated with internal teams on a regular basis via weekly project updates and monthly meetings with executive leadership.
Successfully ensured 100% of projects met projected deadlines.
BUSINESS ANALYSIS ASSOCIATE I MAR 2022 – MAR 2024
JP Morgan Chase
Managed intake and delivery of written translation requests to support global customer engagement.
Partnered with internal teams to streamline processes and improve response time on client communications by delivering over 95% within service level agreements (SLA).
Exceeded 95% quality assurance checks to ensure customer-facing documents met brand and regulatory standards.
Provided regular reporting on service level agreements (SLAs) to optimize vendor performance and customer service.
SERVICE TRACKING COORDINATOR, SENIOR SEP 2018 – MAR 2022
NetJets
Analyzed service disruptions and proactively communicated solutions to internal partners. Improved Owner satisfaction and maintained Owner retention by 97% renewal rate.
Delivered real-time insights and key performance metrics to internal teams to drive process improvements.
Conducted root cause analysis to minimize operational disruptions and improve service reliability.
Identified Owner pain points and worked cross-functionally to implement service enhancements striving for over 97% customer satisfaction.
KEY ACCOUNT MANAGER MAR 2016 – SEP 2018
NetJets
Established and maintained relationships with high-value Owners to deliver a personalized travel experience.
Proactively addressed Owner concerns, ensuring a seamless journey and consistently met Owner retention rates of 95%.
Partnered with internal teams to avoid potential service deviations and opportunities to exceed Owner expectations.
Executed IT system updates to enhance Owner service efficiency and accessibility.
TEAM SUPERVISOR
NetJets MAR 2010 – MAR 2016
Supervised and led a team of 30 employees on daily operations and resolved escalation calls from Owners. Completed additional managerial duties of payroll and employee performance evaluations.
Led and achieved 100% of Card Owner follow-ups for service deviations.
Conducted monthly and annual performance reviews to improve Card Owner Services.
Managed and produced cost quotes for Card Owner flights.
CAREER SUMMARY
Experienced business analyst and project management professional with a strong focus on customer satisfaction, process optimization, and service excellence. Knowledgeable at identifying root cause of obstacles, streamlining operations, and fostering client relationships to drive business success. Passionate about delivering seamless experiences through communication, collaboration, and problem-solving.
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