Brandee Garza
Summary
Dynamic and results-driven professional with extensive experience at JPMorgan Chase, excelling in analytical problem-solving and effective communication. Proven track record in enhancing operational efficiency and maintaining exceptional quality standards. Skilled in Microsoft Office Suite and adept at team collaboration, consistently delivering outstanding customer service and driving process improvements.
Overview
10
10
years of professional experience
Work History
Litigations Specialist
JPMorgan Chase
02.2024 - Current
- Drafting and preparing court documents.
- Organizing and maintaining case files
- Formatting documents according to court requirements and legal standards.
- Building, maintain and troubleshooting databases for large complex Litigation
- Investigating clients account to make sure the accounts do not have any fraud
- Maintaining quality of less then 1% each month.
- Maintained an organized system of files including hard copies and electronic versions of all documents associated with each case.
Senior Specialist III
JPMorgan Chase
01.2021 - 02.2024
- Provides support with care cases & Kana for credit card services
- Provides support with strategy planning for the department
- Analyzes & Reconciles on going issues to prevent them from happening repeatedly
- Cross trained and Worked with fraud accounts on the credit card side
- Led cross-functional teams to streamline operations and enhance service delivery.
- Developed and implemented process improvements to increase efficiency within the department.
Senior Specialist II Customer Service Escalations
JPMorgan Chase
04.2018 - 01.2021
- Provide support to customer experience team by handling supervisor and requested escalation calls, emails, and/or chats.
- Project Coach: Partner with the leadership team to assist with difficult questions and take double escalations for the department.
- Identify escalation trends and communicate them to the leadership team and collaborate to find resolutions
- Take ownership of customers' issues, aiming for one-call resolution
- Top Scorecard 7 out of 12 months 2018 and 9 out of 12 months 2019
Specialist I Branch Support
JPMorgan Chase
04.2016 - 04.2018
- Provide world class customer service to bankers within Chase facilities with a broad array of credit card products
- Take ownership of each customers account by empathizing and prioritizing customer needs
- Make appropriate decisions on behalf of the customer / banker efficiently
- De-Escalate calls, resolve conflicts, and manage customers through active listening and good judgement to ensure the proper outcome balancing the benefit to the customer and the bank
- Document customer account activities thoroughly and concisely
Education
E-Cornell University -
E-Cornell University
02.2026
Associates Degree -
PALO ALTO COLLEGE
06.2013
High School Diploma -
MC COLLUM HIGH SCHOOL
06.2010
Skills
- Analytical & Critical thinking
- Great Communication (Verbal & Written)
- Problem solving
- Microsoft Office Suite
- Adobe
- QuickBooks
- Prophecy
- Great Plains
- TMW
- First Assist
- C3
- Filenet
- CARE
- FSD
- Customer Assist
- Admin Tool
- Chase Answers
- First Search
- First Watch
- ROWS
- Lexis Nexis
- ESP
- WFO
- TAS
- IBM
- EIV
- Webstats
- HR Applications
- Team collaboration
- Discovery requests
Timeline
Litigations Specialist
JPMorgan Chase
02.2024 - Current
Senior Specialist III
JPMorgan Chase
01.2021 - 02.2024
Senior Specialist II Customer Service Escalations
JPMorgan Chase
04.2018 - 01.2021
Specialist I Branch Support
JPMorgan Chase
04.2016 - 04.2018
E-Cornell University -
E-Cornell University
Associates Degree -
PALO ALTO COLLEGE
High School Diploma -
MC COLLUM HIGH SCHOOL