Summary
Overview
Work History
Education
Skills
Timeline
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Christen VanOoteghem

St. Johns,Florida

Summary

I am very eager to progress in my career with J.P. Morgan Chase. You'll find that since starting with the company I've excelled in each role; leading my management team to task me with extra projects and mentoring fellow team members. I am very organized and easily build rapport and trust with customers and co-workers. I look forward to a rewarding future with the company.

Overview

25
25
years of professional experience

Work History

VP - Originations Ops Site Manager

J.P. Morgan Chase
Jacksonville , FL
07.2021 - Current
  • Monitored, coached and supervised a team of six Team Managers and sixty Client Care Specialist over the last year.
  • Deployed two new products to four of my teams that ultimately reduced turntimes by an average of 25 days and increased Customer Satisfaction scores by 10% above the department average.
  • Interviewed and hired additional personal to support the increase in workflow.
  • My team has maintained Customer Satisfaction scores and unit fundings that exceed the departments average and monthly goal.
  • Continuously works with my team to implement disciplines around pipeline management and customer engagement.
  • Implemented and helped train the first purchase team in Jacksonville.
  • Developed the new Client Care Specialist Assistant program which included writing the policy and procedures as well as building the training curriculum. Program was successfully launched in July and I spent two weeks in Manila working with the team to get them up and running.


Client Care Specialist Team Manager

J.P. Morgan Chase
Jacksonville, FL
12.2019 - 07.2021
  • Trained a team of 8 new CCS for 4 months and successfully transitioned to a work from home environment.
  • Maintained a satisfactory Customer Satisfaction Score for 2020 and 2021 despite all of the challenges faced as a team and site.
  • Received a Strong rating in all categories for my end of the year review in 2020.
  • Attended and participated in all site, manager and team meetings weekly.
  • Interviewed and helped hire over 35 CCS for the Jacksonville Centralized site.
  • Helped train and mentor new managers within the site.
  • Worked alongside site VP to manage and support the sites daily needs.
  • Worked customer escalations daily.
  • Managed and coordinated daily coverage plan for the Jacksonville site.

Client Care Specialist

J.P. Morgan Chase
Jacksonville, FL
01.2017 - 12.2019
  • Coverage Specialist for the last three months providing support to my peers and management team
  • While a Coverage Specialist, my team exceeded their funding goal each month, ranked #1 in cycle time in January and #1 in CSAT in February
  • Process new purchase and refinance mortgages from initial approval to closing
  • Communicate with customers on a daily basis while building rapport and providing an outstanding customer experience
  • Exceeded my funding goal each month with a CSAT of 80% or higher since September 2018
  • Consistently receive positive customer feedback and have been awarded Keys of Recognition on different occasions
  • Received a Strong rating in all categories for 2018 year end review.

Probation Officer

WV Supreme Court Of Appeals
Huntington , WV
06.2007 - 09.2016
  • Developed the first Juvenile Drug Court in the state of West Virginia and successfully ran the Court for eight years 
  • Developed Drug Court policies and procedures that are currently used state wide
  • Conducted pre-sentence investigations by interviewing offenders to determine appropriate supervision guidelines or prison time recommendations for Circuit Judges 
  • Supervised and evaluated offender progress toward completing terms of probation by employing appropriate incentives and sanctions to achieve desired outcomes and behaviors

Telecommunications Instructor

Cabell County Career Technology Center
Huntington , WV
08.2015 - 05.2016
  • Provided instruction on call-taking, connecting with callers and emergency dispatching 
  • Developed curriculum and taught objectives for the course while maintaining student progress 
  • Monitored learning by utilizing simulated work stations

Captain

Cabell County E-911
Huntington, WV
03.2001 - 11.2010
  • Lead a team of emergency dispatchers in the daily operations of a 911 center
  • Maintained employee trainings and conducted call monitoring reviews on a monthly basis while coaching on an issue 
  • Effectively performed emergency call-taking duties in a high volume, high speed communications center which handles approximately 300,000 calls annually
  • Provided effective communication for law enforcement, emergency medical services and fire departments within our city and county
  • Utilized federal, state and local databases

Education

Master of Arts - Leadership Studies

Marshall University
Huntington, WV
2010

Bachelor of Arts - Criminal Justice

Marshall University
Huntington, WV
2006

Skills

  • Supervision
  • Customer Relations
  • Communication
  • Teamwork
  • Developing Policy and Procedures
  • Motivational Interviewing

Timeline

VP - Originations Ops Site Manager

J.P. Morgan Chase
07.2021 - Current

Client Care Specialist Team Manager

J.P. Morgan Chase
12.2019 - 07.2021

Client Care Specialist

J.P. Morgan Chase
01.2017 - 12.2019

Telecommunications Instructor

Cabell County Career Technology Center
08.2015 - 05.2016

Probation Officer

WV Supreme Court Of Appeals
06.2007 - 09.2016

Captain

Cabell County E-911
03.2001 - 11.2010

Master of Arts - Leadership Studies

Marshall University

Bachelor of Arts - Criminal Justice

Marshall University

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Christen VanOoteghem