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
2021.07 - 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
2019.12 - 2021.07
- 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
2017.01 - 2019.12
- 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
2007.06 - 2016.09
- 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
2015.08 - 2016.05
- 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
2001.03 - 2010.11
- 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, WV2010
Bachelor of Arts - Criminal Justice
Marshall University
Huntington, WV2006
Skills
- Supervision
- Customer Relations
- Communication
- Teamwork
- Developing Policy and Procedures
- Motivational Interviewing
Timeline
VP - Originations Ops Site Manager
J.P. Morgan Chase
2021.07 - Current
Client Care Specialist Team Manager
J.P. Morgan Chase
2019.12 - 2021.07
Client Care Specialist
J.P. Morgan Chase
2017.01 - 2019.12
Telecommunications Instructor
Cabell County Career Technology Center
2015.08 - 2016.05
Probation Officer
WV Supreme Court Of Appeals
2007.06 - 2016.09
Captain
Cabell County E-911
2001.03 - 2010.11
Master of Arts - Leadership Studies
Marshall University
Bachelor of Arts - Criminal Justice
Marshall University