jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom professional summary team manageroperations leader enterprise customer care specialist offering awardwinning track record customer care excellence within highvolume environments include collections call center sales loan servicing 14 yrs commended performance key collections customer service sales management leadership roles expert customer carecommunications problem solving relationship building team building operational skills call center operations management team building mortgage services reports documentation collectionslitigation loan management origination project management professional history kyc team manager consumer banking 082014 current jp morgan chase contract negotiation crosssellingsales support customer order fulfillment retail banking risk management financial management forecasting change management core responsibilities creating effective efficient team continuous communication timely feedback appropriate leadership practices partner aml complianceaml analytics design teams continuously develop improve processes partner business process manager regarding required updates policies procedures improve efficiencies track report daily productivity quality metrics manage personnel issues operational matters coordinate problem resolution needed monitor employee performance ensure adherence productivity levels quality service within set time frames guidelinesdefine communicate performance expectations establish goals core standards write performance evaluations conduct performance evaluation feedback sessions initiates progressive discipline neededresponsible executing policies procedures ensuring audit compliance minimize loss responsible participating regular rcsas risk control self assessments ensure appropriate controls place mitigate risk pass audits domestic travel approximately 10 15 act escalation point staff customer issues ensure service quality resolution root cause provide leadership suggestions statistics support process improvements generate additional revenue lower servicing costs improve overall customer service compliance standards support leadership monitoring business plans relative service goals manage overall financial impacts support functions within operations customer service environment partner field complianceantimoney launderingknow customer preferred consumer banking riskfraud experience lead efforts personal development coach staff customer service processes building comprehensive knowledge aspects line business processes procedures provide detailed knowledge services operation systems ensure staff proficient aspects business software lead staff well versed dealing customers difficult circumstances ensure ability identify analyze plan prioritize solve problems providing viable solutions executing efficiently manage expensesvolumes impacts unit cost strong focus metrics achieve performance goals team leader electronic financial svcs treasury svcs securities 042013 082014 jp morgan chase city state manageed teams typically 1020 employees provided daytoday coordination medium segment banks internal operations activities ebt benefit accounts state federal benefits clients responsibilities varied within following coordinating directing daily operations aligned teams front line supervisors provided daily coaching feedback recognizes rewarded accomplishments contributions introduced new processes procedures tracked performance achieve outlined monthly buisness goals processed exception items resolved complex issues reviewed recommended system modifications conducted quality reviews monitored daily business directly partnered lines business domestic offshore ensure accountabililty deliverables met dailymonthly basis tracked developed talent within line business prepare produce future leaders recommend human resources actions hiring corrective action terminations salary actions promotions partnered closely leadership special projects within aligned function site lead successful start take line business ensuring employee new job placement decomission appropriate business relationships state federal service agreements contracts csd team leader collections customer assistance team 032010 082013 jp morgan chase city state managed lead collection litigation recovery efforts deliquent stages client accounts managed unit approximately 1820 collection agents resolving customer debt situations customer support program eligibility offers phone managed aligned collection unit ensure objectives standards met outlined compliance guidelines compiled analyzed statistical data relative aligned unit productivity monitored live recorded calls provided ongoing coaching advice answers questions concerning collections activities reviewed statuses delinquent accounts handled appropraite volume service levels collection efforts proactively advised staff current changes policy procedures allocated resources planed work schedules assigned work based business needs consistently coached developed mentored staff trained new staff members conducted performance reviews made recommendations regarding corrective actions dismissals needed increased monthly staff retention rate 40 implementing new training programs increased overall collection revenue 65 incorporating several quality process improvements within unit received world class customer service satisfaction scores 95 greater 8 consecutive quarters developed maintained relationships local vendor liasons support third party collection efforts effectivley sts team manager sales performance manager 032008 032010 jp morgan chase city state supported enhanced services team strong partnerships within marketing legal compliance teams worked together ensure customer interaction targeted ease expertise experience ensured strategic thinking creativity deliveryexecution utilized within units production teams ensure built world class customer loyalty ensured deliverables outlined achieve goals including customizing product services tailored channel customer training support targeted service options utilization knowledge innovative tools various resources within customer service managed th core responsibilities identifying creating supporting service readiness tracking performance trends identifying strengths opportunities coaching development motivativating problemsolving across multiple lines business included service retention departments key focus consulting within environment identify opportunities gather feedback communicate stakeholders vision improving customer experience partnered effectively call center site management offer continuous support many enterprise initiatives site preparedness activities reciprocal feedback business reviewed recommended new methods procedures acted catalyst improve operation efficiency resolution various strategies championed robust rewards recognition program included semiannual awards events additional responsibilities included ability identify create support siteservice delivery track performance trends identify potential gaps coach develop motivate problemsolve across multiple functions phonesnon phones addition provided chase brandpartner engagement alt offer awareness education trendinganalysis improved experience call center site support consultation feedback loop business stakeholders support implementation change initiatives team manageroperations sales leader 042006 032008 wamujp morgan chase bank merger city state fostered robust sustainable sales teams leveraging strong listening presentation closing skills optimize sales results demonstrated unwavering commitment customer service adding new customers maintaining premium service levels existing accounts managed enterprise sales staff hiring recruiting efforts department staffing needs ensuring sales goalsobjectives set monitored progress 50100 nonexempt employees provided coaching encouragement team building support sales culture goals set encourage success coordinated lending activities provide productsservices customers facilitated directed sales meetings huddles calibrations conferences monitored workflow processes schedules operating efficiencies analyzed workflows organized work routines efficient daily operation improved scheduling contribute achievement production goals drive operations addition responsibilities led start ups domestic offshore lead management takedown queues servicing high net worth major cobrand private label partners supported hiring improving development performance standards developing implementing quality monitoring processes improved risk controls san antonio partnering sites across enterprise consistently delivered high level sales revenue equaling 750000 semiannually 2 increase previous averages highly proficient call routing resource staffing service level management volume forecasting achieved customer satisfaction employee satisfaction results enterprise level top 5 consistently maintained top employee retention results teams handled resolved highly elevated issues clients improved customer satisfaction rates 8 consecutive quarters continuously collaborated marketing partners client liaisons improve customer experience system scripting enhancements reward program improvements credit card customer service specialist sales coach 112000 042006 jp morgan chase city state supported front line customer support putting customer first whats right creating solutions make lives better began building career strong foundation business acumen helped shape whats next career business supported leading provider diverse financial services worldwide actively seeked support team members create lifelong engaged relationships internal external customers delivering superior service quality every customer interaction successful maintained flexible problemsolvers approach enjoyed helping customers resolve questions concerns supported peer coaching customer service efforts retail credit card customers broad array products services supported customer service knowledge following skills customer focus taking ownership customer empathizing prioritizing customer needs resolving conflicts managing customer expectations determine customer needs provide appropriate solutions relationship building effective communication skills effective verbal written communication external internal customers documented customer account activities thoroughly concisely engaged interactive dialogue customers active listening problem solving skills always approached problems logically good judgment ensure appropriate customer outcome made appropriate decisions behalf customer quickly effectively effectively prioritized work ensure efficiencies sustained conducted research needed utilized analytical skills critical thinking exercise independent judgment accuracy attention detail abide applicable regulatory department practices procedures utilized computer skill familiarity multiple browsers multiple tabs window navigation instant messenger tools proficiency windows operating systems microsoft office tools education high school diploma 1996 william howard taft high school san antonio tx associate arts graphic artsmultimedia designbusiness 2000 palo alto college san antonio tx accomplishments august 2014 leader month award june 2013 leader month award august 2012 leader month award march 2010 employee experience award 2009 team manager elite coach award site impact award quad impact award 2006 elite coach award 1st2nd3rd quarter 2006 customer service excellence award top sales conversion rate award 2004 elite coach award 2nd 3rd quarter repeatedly received recognition superiors excellence service leadership technology skills microsoft office word excel outlook powerpoint specific knowledge systems applications used support call center environment