Summary
Overview
Work History
Education
Skills
Timeline
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Clarissa Anderson

Grand Prairie,TX

Summary

Results-driven professional with 12+ years in the financial industry, specializing in workforce and operations management across Auto/Banking/Back office sectors. Adept at prospecting new clients, securing customer loyalty, and establishing relationships. Expertise includes problem-solving, communication, leadership, information security, and database management. Currently a Workforce Sr. Specialist ll at JPMorgan Chase with experience in real-time monitoring, performance reporting, troubleshooting, and facilitating daily call status.

Overview

12
12
years of professional experience

Work History

Workforce Sr. Specialist ll

JPMorgan Chase
10.2019 - Current
  • Review and update time-off and exception request through the Back Office Attendance Tracking SharePoint, Genesys WFM Master Schedule and Calendar Items
  • Real Time monitoring of the Adobe Service Level Chat
  • Monitors and evaluate real time adherence details and reports it to the leaders via the service level chat
  • Provides LOB leaders with performance reports relating to Availability and Conformance reporting
  • Tier 1 troubleshooting for business interruption and escalation as appropriate
  • Facilitate daily call status with the business relating to the LOB’s service level performance by providing volume updates, daily and MTD service levels
  • Possible performance risks and BOWO Dashboard reporting.

Workforce Sr. Specialist I

JPMorgan Chase
05.2014 - 10.2019
  • Responsible for performance reports relating to forecasting, scheduling, service level and representative performance, using eWFM, RTA, CMS, Microsoft word and excel
  • Answer attendance lines and supplies reporting to call center management
  • Monitor multiple queues- customer hold times, representative availability to help ensure a positive customer experience and timely/communication/escalation of service quality metrics
  • Coordinate with management to schedule off-phone time for team meetings and training while retaining optimal utilization and occupancy
  • Support the management team by processing overtime and managing skill changes to meet the service level
  • Make critical decisions and recommendations in coordination with the line regarding resource management and service levels
  • Flexible and adaptable to change throughout the day
  • Provide strong attention to detail and excellent communication skills to assist management through email, chat, and over the phone
  • Make real time service level projections for same day and following weeks.

Auto Finance Customer Service Representative

JPMorgan Chase
06.2012 - 05.2014
  • Provide personalized service through telephone or written communication which meet or exceed client’s time and quality expectations
  • Focus on understanding the firm’s service policies, systems, legal compliance regulations, products and services
  • Assist dealers with customer accounts regarding flat cancel and adjustment process
  • Responsible for resolving financial and non-financial customer inquiries
  • Utilize multiple computer programs (Microsoft Office, Quest, I CAF, Web phone, EC3)
  • Process direct checks transactions, payoff quotes, titles inquiries, maintenance on ALA and VLS auto accounts
  • Process title inquiries by proceeding through appropriate work flows determined by questioning
  • Assist Branch employees calling in on the behave of the customers via email, fax, and phone
  • Process multiple lien release request for dealers, customers, and branch employees
  • Pulling titles from the vault in order to prep for mailing to customer.

Education

Cybersecurity Certificate Program -

Thinkful a Chegg Service
05.2022

High School Diploma -

Eastern Hills High School
06.2008

Skills

  • Excellent problem solving skills
  • Strong communication and leadership skills
  • Information security
  • Database servers
  • Product research
  • Real-Time Database Management Systems
  • Scheduling
  • Excel
  • Forecasting

Timeline

Workforce Sr. Specialist ll

JPMorgan Chase
10.2019 - Current

Workforce Sr. Specialist I

JPMorgan Chase
05.2014 - 10.2019

Auto Finance Customer Service Representative

JPMorgan Chase
06.2012 - 05.2014

Cybersecurity Certificate Program -

Thinkful a Chegg Service

High School Diploma -

Eastern Hills High School

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Clarissa Anderson