Customer Service & Quality Assurance Professional
Resume:
PROFESSIONAL SUMMARY
Hardworking professional with a strong work ethic contributing to
enhanced business performance through adaptability and teamwork. Delivered results by optimizing processes and addressing issues proactively, focusing on growth and service value. Managed multiple tasks efficiently in fast-paced environments, demonstrating exceptional communication and project management skills. WORK HISTORY
Family Care Coordinator, 01/2020 - 03/2026
Private Household, Tallahassee, FL
Underwriter, 03/2017 - 03/2019
J.P. MORGAN CHASE, US
Quality Assurance Analyst, 02/2015 - 02/2017
J.P. MORGAN CHASE, Jacksonville, FL
Tallahassee, FL 32305
**************@*****.***
SKILLS
JANET OHANLON
Developed and maintained relationships with families, ensuring their needs were actively addressed.
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Utilized problem-solving techniques to effectively resolve conflicts between family members, promoting family cohesion.
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Established trusting relationships with clients through compassionate listening, fostering a supportive environment.
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Reviewed loan applications for accuracy and compliance with lending guidelines, contributing to risk management.
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Analyzed financial data including credit, income, assets, liabilities, and debt-to-income ratios of applicants.
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Identified potential risk factors and conducted appropriate research to determine eligibility for loan.
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Reviewed loan applications to ensure accuracy and compliance with lending guidelines.
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Generated approval/denial letters and packages based on Agent Desktop decision.
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Underwrote 80-100 loans monthly per month with a timeline of 30 days to attain all documentation and any LOEs needed from customer.
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Developed, implemented and maintained quality assurance processes to ensure product reliability.
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Inspected and analyzed package integrity and specifications to ensure compliance with standards.
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• Microsoft Office
• Issue resolution
• Collaboration and communication
• Team collaboration
• Call analysis
• Report and data analysis
• Teamwork
• Data analysis
• Assessment skills
Software navigation and Microsoft
Office
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• Documentation skills
• Family engagement
• Care coordination
Quality Control (Phone Representative), 02/2013 - 02/2015 J.P. MORGAN CHASE, Jacksonville, FL
Reporting and Coding, 08/2010 - 02/2013
J.P. MORGAN CHASE, US
EDUCATION
Associate of Applied Business, Business
Brown Mackie Business College - Salina, KS
• Established metrics and tracked trends within QA process over time. Maintained current knowledge of company and government regulations, policies, and procedures to enhance mortgage review processing efficiency.
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Conducted inspection and analysis of package integrity and specifications.
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Issued and completed scorecards to Underwriters for each reviewed file.
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Established metrics and tracked trends in QA processes to identify areas for continuous improvement.
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Developed reports highlighting trends from call monitoring sessions to inform performance enhancements.
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Created detailed reports summarizing trends observed during call monitoring sessions.
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Recorded comprehensive notes on customer interactions and follow-up actions to ensure consistent service quality.
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Documented detailed notes on each call regarding customer interactions and follow-up actions taken.
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Identified opportunities for process improvement based on feedback received from customers during calls.
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Pinpointed process improvement opportunities from customer feedback during calls to enhance overall customer experience.
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Verified reports and ensured accurate system approval/denial coding in MSP for multiple departments, enhancing compliance.
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Corrected code discrepancies to guarantee accurate information delivery to customers, improving overall satisfaction.
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• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
Skilled at working independently and collaboratively in a team environment.
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