Summary
Overview
Work History
Education
Skills
Timeline
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Beatriz Wilson

Chandler,IN

Summary

Energetic professional experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle operational demands.

Overview

10
10
years of professional experience

Work History

Operational Leader Stretch Role

JPMorgan Chase
06.2023 - Current
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions included but not not limited to system failing, agent emergencies and heavy work loads.
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
  • Led employees employees establishing a relationship and honing in on individual agent goals prior to coaching and guiding business results. Focused on accountability by completing monthly summaries of goals and reviewing at monthly one-on-one meetings.
  • Supervised team members to confirm compliance with set procedures and quality requirements by reviewing Webstats, AAV, BA reports and completing monthly QAs. This led our team to meet adherence above 98.5% for Q3.
  • Created and delivered monthly business review summary of team during Q3 All in Meeting.

Home Lending AS4

JPMorgan Chase
08.2022 - Current
  • Assisted in the update of multiple procedures through feedback submission and research. One procedure was for third party verification it was lengthy and with submission is now it's own procedure in chase answers to help agents meet risk, controls and conduct while keeping the client/customer/stakeholder in mind.
  • Encouraged and influence agents to shift their thought process about speaking up when procedures updates were needed, provided assistance with inquiries on how to word procedure updates for a better success of change.
  • Collaborated with other ASIVs across sites to create development course, placemats and align standards. This included Escrow Refresher and reading Transaction history in MBWS.
  • Analyzed data to identify root causes of problems by creating a tracking system of agent low OSAT review summaries and recommended/implemented corrective/preventative actions based on findings.
  • Schedule and ran call listening sessions to review and certify calls for training.
  • Motivated and engaged agents by encouraging them to lean in to their strengths and provided educational opportunities with my Initiate Create Innovate movement.
  • Was top AS4 for Q4 in 2022 and top AS4 for Q3 2023.

Customer Account Specialist II

JPMorgan Chase Bank
03.2021 - 08.2022
  • Evaluated customers' potential needs to make appropriate recommendations and education on the product
  • Empathize with customers to de-escalate calls and find resolutions
  • Self motivated; able to track client accounts when necessary to find resolutions to complicated analytical problems and inquires in order to reduce call backs and decrease customer frustration

Office Manager

Ahn Clinic
11.2013 - 03.2021
  • Manage and assess office productivity through making team and schedule adjustments as needed. Created a visible monthly schedule for all to view who was on the books for what days.
  • Develop efficient workflow and processed improvements for accommodating patients during on and off season. Customer came in and were seen within 5 minutes of their scheduled time. Due to adjustments we were complimented as "The medical office that ran on time", while also allowing for flexibility when customer ran late.
  • Train new hires and implement changes as directed by the Physician.

Education

B.S. Kinesiology -

Arizona State University
Tempe
05.2012

Skills

  • Fluent in English and Spanish (written and verbal)
  • Emotional Intelligence
  • Proficient in Windows Operating Systems and Microsoft Office
  • Resourceful
  • Coaching
  • Organization and Time Management
  • Complaint Resolution
  • Quality Improvement
  • Work Planning
  • Team Supervision

Timeline

Operational Leader Stretch Role

JPMorgan Chase
06.2023 - Current

Home Lending AS4

JPMorgan Chase
08.2022 - Current

Customer Account Specialist II

JPMorgan Chase Bank
03.2021 - 08.2022

Office Manager

Ahn Clinic
11.2013 - 03.2021

B.S. Kinesiology -

Arizona State University

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Beatriz Wilson