AnG McGee
Springfield,MO
Summary
Accomplished business operations manager specializing in strategic planning and process efficiency. Led teams in addressing customer feedback and implementing solutions that improved data integrity and operational workflows. Passionate about leveraging insights to enhance employee and customer experiences across diverse locations.
Overview
35
35
years of professional experience
Work History
Business Operations Manager, VP
JPMorgan Chase
02.2011 - 10.2025
- Led cross-functional feedback team within regulatory operations to amplify employee and customer voices.
- Collaborated with departments to gather and analyze feedback, enhancing insights for operational improvements.
- Guided group of analysts in overseeing feedback submission workflow through triage collaboration handling ~15,500 submissions per month
- Managed teams across Ohio, Florida, Missouri, and Texas. Developed business resiliency plans for each location.
- Spearheaded monthly forums to address feedback on service level expectations and case management challenges, aligning stakeholders on actionable solutions.
- Delivered staff capacity and production reports on schedule.
Performed quality assurance reviews to enhance product reliability. - Engineered core workflow for triage tool, integrating data from two legacy sources. Produced over 35 job aids to streamline processes for triage team. Developed Tableau dashboards to improve reporting capabilities and visual data presentation.
- Oversaw root cause analysis teams to analyze customer complaints and propose solutions, mitigating future issues.
- Facilitated discussions to drive critical improvement initiatives across all lines of business. Assured business owners focused on actions targeting areas of dissatisfaction that were complaint drivers
Project Manager
JPMorgan Chase
02.2003 - 01.2011
- Developed and implemented training for 250 specialists, providing critical voice of customer insights and reporting for escalation unit.
- Led team of 18 managers in Card Services CCU; onboarded frontline service groups to enhance internal escalation process.
- Partnered with functional groups and built relationships to help mitigate customer escalations and circumvent the need for customers to file a complaint via regulatory groups.
- Identified breakages impacting customer experience and documented for prioritization and remediation.
Team Manager
First Card/JPMorgan Chase
09.1998 - 02.2002
- Coordinated team of 55 advisors in card services customer care unit (CCU) to streamline consumer escalation handling.
- Conducted weekly quality reviews and coached on handle time, speaking tone, and understanding customer needs.
- Crafted seven guidelines for outstanding service calls.
Instituted CCU letter library to standardize communication protocols.
Tax Practitioner/Enrolled Agent
H&R Block
01.1991 - 04.2016
- Prepared tax documents for personal business corporation and limited liability corporation, educating clients on IRS rules and regulations to ensure compliance.
Skills
- Project Management
- Process improvement
- Regulatory compliance
- Data analysis
- Advanced Data Visualization
- Analysis/Problem Resolution
- Strategic Vision & Planning
- Organizational Change Management
- Drive Performance
- Coaching & Mentoring
- Passion for Employee & Customer Experience
Accomplishments
- Treasurer and Community Development Officer for PRIDE Business Resource Group
- Global Employee Experience Team Council (JP Morgan Chase)
- Employee Engagement and Social Pillar Leader (Chase Reg Ops)
- Enrolled Agent with Internal Revenue Service
Timeline
Business Operations Manager, VP
JPMorgan Chase
02.2011 - 10.2025
Project Manager
JPMorgan Chase
02.2003 - 01.2011
Team Manager
First Card/JPMorgan Chase
09.1998 - 02.2002
Tax Practitioner/Enrolled Agent
H&R Block
01.1991 - 04.2016