Top-Performing Customer Support Specialist

JED SWIFT

Columbus, OH 614-***-**** *************@*****.***

TOP-PERFORMING CUSTOMER SUPPORT SPECIALIST

Top Coaching Retention Award • KYC Compliance Analyst • Data Analysis

Customer Service • Client Engagement • Coaching, Teaching and Training • Customer Satisfaction

Enhanced Client Engagement • Strengthened Client Trust • Streamlined Document Review

• Workflow Design Recognition • Document Verification

WORK EXPERIENCE

Hinge Health, San Francisco, CA 2023 - 2025

Health Coach

●Cultivated client trust through precise communication to ensure therapy plan adherence.

●Increased client engagement using personalized coaching techniques to improve outcomes.

●Implemented data-driven improvements that enhanced client satisfaction scores.

US Bank, Columbus, OH 2022 - 2023

Refresh Analyst

●Improved operational efficiency through structured data management practices.

●Established customer account management best practices to improve service quality.

●Maintained strict regulatory compliance throughout account refresh activities.

●Reviewed customer documentation to ensure accuracy and reduce processing delays.

●Developed and refined customer account management practices to improve consistency.

JPMorgan Chase, Columbus, OH 2012 - 2020

Specialist 2020 - 2021

●Identified customer needs, tailored solutions, and escalated issues to appropriate teams.

●Reduced discrepancies and processing time by expediting customer document reviews.

●Enhanced document review protocols to streamline operations.

JPMorgan Chase, Columbus, OH

Analyst 2013 - 2020

●Submitted 100 new accounts weekly for audit review to ensure compliance and efficiency.

●Reviewed a diverse range of account types, including Individual, Trust, LLC, Foundation, LP, and Small OpCo accounts, to enhance service delivery.

●Coordinated with compliance teams to update procedures and reduce processing time.

Mortgage Senior Closer 2012 - 2013

●Achieved efficient fund disbursement through accurate HUD-1 reconciliation procedures.

●Executed timely, accurate wire transfers in full regulatory compliance.

●Enhanced efficiency and customer satisfaction through timely closing package issuance.

Prior Experience: Franklin University, Adjunct Professor; PMorgan Chase, Senior Lead Operations Specialist; Psychology Department, Columbus State Community College, Chairperson; Psychology Department, Naropa University, Co-Director & Instructor

EDUCATION

Lesley University, Cambridge

Master or Arts

Hobart College, Geneva

Bachelor of Arts

TECHNOLOGIES & SKILLS

Technologies: Online Physical Therapy App • Data Analysis Tools • CRM Software • Compliance Software • Microsoft Office • Microsoft Teams • DocuSign • Zoom • Google Workspace

Skills: KYC Compliance • Customer Service Excellence • Health Coaching & Progress Monitoring Client Relationship Management • Customer Due Diligence • Problem Solving • Training & Teaching Regulatory & Audit Compliance • Communication & Collaboration • Account Opening & Maintenance • Risk Identification & Mitigation • Financial Analysis • Audit Readiness • Document Verification • Compliance Monitoring • Operational Workflows • Attention to Detail • Data Accuracy

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