Banking Operations and Customer Service Professional
Resume:
IDA N. CRUDUP
Mundelein, IL *****
***********@*****.***
PROFESSIONAL SUMMARY
Accomplished banking professional with a proven track record of increasing responsibility while with J.P. Morgan Chase. Highly motivated team player consistently meeting deadlines and enhanced customer experience. Adaptable and eager to tackle new challenges while expanding skill set in diverse work environments.
WORK HISTORY
JPMorgan Chase/ Chase Bank Chicago/Elgin, IL 1/2007 to 4/2026
Account Specialist III 9/2021-4/2026
Enhanced client satisfaction by promptly resolving account issues and providing
exceptional customer service.
Managed multiple accounts simultaneously, demonstrating exceptional
organizational skills and attention to detail.
Streamlined call center processes for efficiency, resulting in improved average
handle time and reduced hold times.
Manage workflow by sharing best practices to gain production increases and
quality improvement.
Team Lead- Balancing
•Managed daily Balance Department activities, including processing and
reconciliation of checks, money orders, and bank withdrawals.
•Directed daily workflow for a 15-person team to maintain productivity and meet
operational goals.
•Ensured bank documents were completed accurately and in compliance with
requirements, consistently achieving the team’s 95% accuracy goal.
•Supported employee productivity by resolving system issues and led team training,
supervision, and daily operations oversight.
•Reports to Department Supervisors in a key role requiring ongoing verbal and
•written communication with functional colleagues, site management at all levels,
and IT.
Processor Specialist
QC peer to peer work to ensure quality needs were met to proceed documents.
Monitor and manage workflow by troubleshooting issues, communicating, and
•escalating to the appropriate party to meet service level agreement objectives.
Communicate effectively and timely with the entire organizational structure,
•providing research and report details.
Trained new hires in departmental processes and skills required to perform
•expected duties.
Exceeded performance metrics consistently through efficient time management.
Front Line Associate
Effectively communicated with all levels management, business partners, IT,
production support business analysts, and client services to escalate items for
timely resolution.
Supported the training of Team Leads in each of their functional areas.
Earn multiple years recognition as a 'Top Performer' within the department.
Demonstrated strong attention to detail, which lead to reducing errors and
ensuring accurate data on file.
EDUCATION
East West University
Bachelor’s degree in finance
Center For Employment Training
Business Office Technology Certificate
SKILLS
Advanced skills in Excel, Word, and PowerPoint
Experience in client relations
Adaptability
Teamwork and collaboration
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