Dynamic Customer Relations & Process Improvement Leader

TAMPA, FL *****

727-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Dynamic leader with a proven track record at JPMorgan Chase, specializing in customer relations and process improvement. Credit Card Collections, Achieved a 90% resolution rate on escalated cases, exemplified expert problem-solving and team leadership skills. Streamlined collections, enhanced efficiency and customer satisfaction. Obtained a 200 daily call volume. Over Ten Million in collection within six years of employment. SKILLS:

• Customer relations • Expert problem solving

• Analytical thinking • Documentation management

• System installations • Conflict resolution

• Process improvement • Team leadership

• Time management abilities

WORK HISTORY

JPMORGAN CHASE

Specialist III Tampa, FL November 2019 - Current

• Fostered positive customer service culture within team which led to higher customer satisfaction rates.

• Negotiated Attorney/Core/Agency accounts to resolve charged-off accounts, exceeding monthly recovery.

• Building strong working relationships with partners to streamline collections processes.

• Achieve a 90% resolution rate on escalated cases, contributing to team success.

• Helped meet changing demands by recommending improvements to business systems or procedures. U.S. IMAGING NETWORK

Provider Intake/Team Leader Tampa, FL August 2018 - November 2019

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

ANTHONY LANGLEY

• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.

• Managed conflict resolutions among team members, fostering a positive and collaborative work environment.

• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

• Established open and professional relationships with team members to achieve quick resolutions for various issues.

• Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.

• Evaluated staff performance and provided coaching to address inefficiencies.

• Educated staff on organizational mission and goals to help employees achieve success.

• Collected, arranged, and input information into database system. MONMOUTH COUNTY SOCIAL SERVICES

Records Management Specialist/Team Leader Freehold, NJ September 2012 - July 2018

• Engaged in daily communications with internal partners and identified document-related issues that required interdepartmental cooperation.

• Improved records management efficiency by implementing new digital archiving systems and processes.

• Streamlined document retrieval time for internal departments through the creation of a comprehensive indexing system.

• Collaborated with IT department to design and implement an electronic records management system, increasing accessibility and reducing physical storage needs.

• Managed inventory control for off-site storage facilities, ensuring timely access to archived documents when needed.

• Managed file archival and information retrievals.

• Generated reports detailing findings and recommendations.

• Helped meet changing demands by recommending improvements to business systems or procedures.

• Educated staff on organizational mission and goals to help employees achieve success.

• Conducted regular reviews of operations and identified areas for improvement.

• Evaluated staff performance and provided coaching to address inefficiencies. EDUCATION

NO DEGREE Data Analysis

Guild

Expected Date January 2026

HIGH SCHOOL DIPLOMA

Neptune Senior High

Neptune, New Jersey 1984

High School Diploma

Contact this candidate