Bridget Lachance
Colorado Springs,Colorado
Summary
Dynamic Ops Risk/Control Analyst with extensive experience at Chase, excelling in data analysis and process improvement. Proven track record in developing training resources and enhancing team collaboration, leading to improved customer satisfaction scores. Adept at mentoring staff and implementing quality assurance measures to optimize operational efficiency.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Ops Risk/Control Analyst
Chase
03.2023 - Current
- Analyzing and overhaul of entire procedure database to new housing format
- Processing, updating, and maintain site for templates utilized across multiple lines of business
- Providing recertification data to line of business owners to ensure accuracy and timely updates of procedures to remain in audit compliance
- Training new analysts on processes and ensuring accuracy of portfolio of work
- Provide multiple lines of business with single point of contact interaction for improved business relations
Project Management/Control Analyst
Chase
Tempe, AZ
10.2022 - 03.2023
- Analyzing site data to provide feedback on opportunities to improve metrics
- Supporting management across multiple platforms to ensure processes accurate
- Evaluation of customer satisfaction scores and training for leadership to improve metric scores
- Providing reporting of metrics with detailed analysis of data for leadership to utilize
Associate
Chase
Tempe, AZ
01.2020 - 10.2022
- Managed specialty team for Project Management with Advisory Team
- Analyzing procedural gaps and implementation of corrections through updated procedures and supplemental guides
- Evaluation of data to provide guidance to leadership on production improvements opportunities
- Providing assistance to leadership and agents with complex mortgage issues
Team Leader
Chase
Tempe, AZ
07.2015 - 01.2020
- Analyze performance data to ensure teams in site perform optimally
- Implement and maintain Empathy workshops to ensure all agents at site have improved social skills for client satisfaction
- Analyze and collaborate across sites to ensure procedures maintain correct information for mortgage clients
- Cross site collaboration to produce projects to improve metrics in all locations
Senior Service Specialist III
Chase
Tempe, AZ
02.2015 - 07.2015
- Monitor service levels and specialist performance of site to ensure site performance maintained optimal functionality
- Manage coaching to drive high performance culture
- Collaborate between multiple departments to ensure best practices implemented
- Partner with leadership teams to deliver key messages which established an environment for inclusion to create a culture that attracts and retains top talent
Senior Service Specialist II
Chase
Tempe, AZ
09.2014 - 02.2015
- Producing reports for adherence metrics to monitor site call adherence
- Updating Banker Services payoff procedures
- Coaching agents on non-escalated complaint calls to improve morale and customer satisfaction scores
- Providing guidance to clients and internal partners to improve customer relationships
Customer Care Professional
Chase
Tempe, AZ
01.2013 - 09.2014
- Creating aids for practical daily use in additional to supplemental training material
- Providing support as Subject Matter Expert to new hires in training and tenured agents
- Leading group discussions and supporting specialized groups
- Assisting mortgage account clients with complex issues ranging from payments, escrow issues, home equity concerns, banker inquiries, and private client assistance
Enrollment Counselor
Loan Resolution Corp.
Scottsdale, AZ
11.2012 - 01.2013
- Assisting clients with default loans through foreclosure alternatives with short sale
- Managing system applications to ensure data entry was correct and ready for further processing
- Mentoring new hires with process and practical application of short sale
Customer Relationship Manager
Bank of America N.A.
Tempe, AZ
03.2010 - 09.2012
- Mentoring and coaching peers to ensure accuracy and improved production
- Partnering with upper management, trainers, and business affiliates to maximize efficiency with employees and systems
- Managing mortgage accounts through imminent default up to foreclosure to ensure all alternatives utilized in prompt manner
- Servicing a portfolio of 400+ assigned accounts to ensure applications, processing, and servicing were handled appropriately
Education
High School Diploma -
Westwood High School
Mesa, AZ05-2003
Some College (No Degree) - Business Economics
Maricopa Community Colleges, Mesa Community College
Mesa, AZSkills
- Professional Writing Skills
- Procedure Development
- Training Resource Development
- Data analysis
- Process improvement
- Project management
- Performance metrics
- Customer relationship management
- Employee training
- Risk assessment
- Reporting and documentation
- Quality assurance
- Effective communication
- Team collaboration
- Problem solving
- Environmental sampling and testing
- Technical writing
- Material analysis
- Staff mentoring
- Reporting skills
- Quality audits
- Statistical analysis
- Attention to detail
- Multitasking
- Task prioritization
- Time management
- Problem-solving abilities
- Conflict resolution
- Multitasking Abilities
Certification
Leadership Edge - ACTIVATE, Chase, 2016
Awards Recognitions Volunteer Work
- Junior Achievement volunteer work, 2011
- Top Individual Performer, 2013
- Tempe Cultural Council, 2014 - 2015
- 135 received Peer to Peer Recognitions, 2013 - 2025
Languages
American Sign Language
Limited
References
References available upon request.
Timeline
Ops Risk/Control Analyst
Chase
03.2023 - Current
Project Management/Control Analyst
Chase
10.2022 - 03.2023
Associate
Chase
01.2020 - 10.2022
Team Leader
Chase
07.2015 - 01.2020
Senior Service Specialist III
Chase
02.2015 - 07.2015
Senior Service Specialist II
Chase
09.2014 - 02.2015
Customer Care Professional
Chase
01.2013 - 09.2014
Enrollment Counselor
Loan Resolution Corp.
11.2012 - 01.2013
Customer Relationship Manager
Bank of America N.A.
03.2010 - 09.2012
High School Diploma -
Westwood High School
Some College (No Degree) - Business Economics
Maricopa Community Colleges, Mesa Community College
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