Andrea Sophia Ocampo - Oro
San Francisco,CA
Summary
With 14+ years of experience in customer retention, data analysis, and process optimization, this Client Service Specialist excels at enhancing service efficiency and ensuring client satisfaction. Strong leadership and technical support skills enable effective addressing of client needs and provision of top-notch solutions. Proven track record of implementing innovative strategies and fostering strong client relationships across diverse segments.
Overview
15
15
years of professional experience
Work History
Temporary Nursing Assistant
Merry Heart Nursing Home
05.2022 - 06.2023
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Engaged in housekeeping tasks by replacing linens and cleaning and sanitizing patient rooms.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
Asset and Wealth Client Service Specialist
Jp Morgan chase
01.2019 - 01.2022
- Collaborated in a team-based call center, assisting clients with investment account inquiries
- Enhanced client satisfaction by providing technical support for the bank's website
- Responded to email and chat concerns as a trained Kana Response Specialist
- Served diverse client segments including You Invest, Chase Private Client, and JPM Private Bank
- Achieved measurable improvements in service efficiency and client interaction quality.
Global Access Human Resource
Jp Morgan Chase
09.2013 - 01.2019
- Analyzed client investment account inquiries, providing tailored solutions and enhancing service efficiency in a team-based call center environment
- Pioneered technical support strategies for the bank's website, resolving complex issues and improving overall client satisfaction rates
- Streamlined email and chat response processes as a Kana Response Specialist, significantly reducing average resolution time
- Fostered strong relationships with diverse client segments, including You Invest, Chase Private Client, and JPM Private Bank
- Implemented innovative service techniques, leading to measurable improvements in client interaction quality and team performance metrics
- Optimized client investment account solutions, enhancing service efficiency and resolution rates in a team-based call center environment.
Customer Service Representative Fraud (Deposit Review)
Jp Morgan Chase
09.2013 - 01.2013
- Reviewed and investigated risky transactions, reducing exposure to potential fraud
- Opened and managed fraud cases, ensuring complete and accurate documentation
- Communicated with branch personnel, customers, and Corporate Security to address suspicious activities
- Prepared detailed reports and system entries for financial, certification, and audit purposes
- Ensured compliance with regulatory, legal, and bank requirements, maintaining high service quality.
Customer Care Professional - Home Lending
Jp Morgan Chase
10.2008 - 03.2012
- Provided personalized service via phone and writing, exceeding clients' time and quality expectations
- Executed transactions promptly and accurately, addressing client requests and inquiries effectively
- Ensured compliance with policies, systems, and legal regulations while servicing products and services
- Spearheaded digital transformation initiatives, enhancing operational efficiency and customer experience
- Implemented cutting-edge solutions, driving measurable improvements in productivity
- Streamlined customer service processes, reducing response times and boosting client satisfaction rates in home lending sector
- Pioneered digital solutions for loan processing, significantly enhancing operational efficiency and user experience for clients
- Meticulously managed complex financial transactions, ensuring 100% compliance with regulatory standards in home lending services
- Fostered strong relationships with cross-functional teams, improving interdepartmental communication and project outcomes
- Anticipated future trends in home lending, proposing and implementing forward-thinking strategies to maintain competitive edge.
Education
GED
NJ GED
New Jersey08.2024
B.S. NURSING - undefined
San Beda College
Manila, Philippines02.2007
High School Diploma -
St. Mary' Academy of Caloocan City
Caloocan, Philippines03.2003
Skills
- Problem Solving
- Customer Retention
- Empathy
- Training
- Data Analysis
- Technical Support
- Process Optimization
- Team Leadership
- Relationship Building
- Client Engagement
- Conflict Resolution
- Strategic Planning
- Time Management
- Innovative Solutions
- Performance Metrics
Timeline
Temporary Nursing Assistant
Merry Heart Nursing Home
05.2022 - 06.2023
Asset and Wealth Client Service Specialist
Jp Morgan chase
01.2019 - 01.2022
Global Access Human Resource
Jp Morgan Chase
09.2013 - 01.2019
Customer Service Representative Fraud (Deposit Review)
Jp Morgan Chase
09.2013 - 01.2013
Customer Care Professional - Home Lending
Jp Morgan Chase
10.2008 - 03.2012
GED
NJ GED
B.S. NURSING - undefined
San Beda College
High School Diploma -
St. Mary' Academy of Caloocan City
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