JPMorgan Chase & Co.

Perform tasks related to bank-initiated and client-initiated offboarding requests of all reason types, identifies cross-functional LOB dependencies, and leads the orderly offboarding of accounts, products and services. Scope includes both US domestic and international jurisdiction.

Account Manager I - Client Offboarding | Commerical Banking

Synchrony

Provided 6 years of leadership to a team of 24 associates by encouraging team spirit, setting high standards, coaching and feedback, conducting employee evaluations and encouraging innovation.

With a Great Place to Work of 95% for the last 3 years.

Led employee engagement for the site on health & wellness, diversity & inclusion and client & customer experience.

Handled escalations overseeing 65 FTEs on customer complaints, investigating, conducting root cause analysis, providing feedback and resolution in 24 hours SLA.

Executed performance management measures as necessary and in a timely and proactive manner.

Monitored over 200 calls per month to improve quality, minimize errors and track operative performance and build an efficient and effective team.

Worked closely with Human Resources in the areas of staffing, performance management, and workplace policies and procedures.

Timekeeping and attendance tracking.

Conducted Final Interviews for applicants and provided hiring recommendations to HR.

Identified improvements/enhancements to assist in the implementation of policies, procedures, new systems and organizational changes – e.g. manager alignment, cross skilling, shift timings, overtime.

Led training and development programs for the team.

Facilitated Team Recognition (Individual & Team).

Encouraged team participation in the company’s activities and organized team outings/activities.

Carried out performance/appraisal reviews and where necessary initiate performance management.

Customer Service Manager

Answered customer telephone calls regarding existing credit card accounts and applications. 

Demonstrated ability to maximize time effectively, to multitask with attention to details and accuracy.

Maintained up-to-date knowledge of bank policies regarding payments, account changes and upgrades. 

Adhered to regulatory, security and audit procedures.

Responded to questions and concerns about service, and escalate calls appropriately.

Consistently improved customer satisfaction through expert resolution of conflicts, issues and concerns.

Cross-trained and provided back-up for other customer service representatives when needed.

Customer Services Representative

Rage One II One Corporation

Prepared English language lessons for students of varying levels of ability, from Beginners to Advanced.

Evaluated the students’ class work and assignments: Graded tests, essays, reports and other assignments.

Delivered engaging, coherent lectures and motivating lessons to students across all Key Stages via webcam classes.

Utilized learning technology in the planning and delivery of lessons.

Online English Teacher

Tongkeun Call Service Corporation

Taught correct usage of the English language in oral and written communication via phone classes.

Prepared lesson plans and assessments specific to age group and student’s level of proficiency.

Over 11 years of experience in financial services with an unwavering commitment to customer care, with the ability to build productive relationships, resolve complex credit card issues and win customer loyalty.

Ability to maximize time effectively, to multitask with attention to details and accuracy by passing all deliverables and performance metrics on quality, customer satisfaction, customer handling time and schedule adherence while accepting other responsibilities on project management, volunteer activities and company projects.

Reliable and driven, with strong time management and prioritization abilities.

Knowledgeable in MS Word, Excel, Powerpoint, Publisher, office productivity tools such as MS Outlook, MS Teams, NICE, Verint, Avaya, Kronos, Workday and Amazon Workspaces.

Also have experiences on online English tutorial and bed side care.

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