- Technology and Innovation
- Volunteering
- Outdoor Recreation
- I participate in a variety of outdoor recreational activities
- Enjoy hobbies that combine physical activity with outdoor exploration
- Hiking
- RV Traveling
- Arts and Creativity
CRYSTAL L CURTIS
Celina,TX
Summary
Energetic and detail-focused individual with knack for optimizing processes and managing operational workflows. Possesses in-depth understanding of technical systems combined with strong analytical and problem-solving skills. Committed to driving efficiency and improving operational outcomes through innovative solutions.
Overview
20
20
years of professional experience
Work History
Vice President Applications Support Lead
J.P. Morgan Chase Merchant Services
01.2016 - 05.2023
- Onboard Clients
- Engaged with client discovery sessions; technology code deliverables
- SharePoint site management
- Training Clients – Staff – Business Partners
- Resolve Technical Issues
- Release readiness code delivery
- Provide ongoing support of financial applications and systems at agreed service levels
- Risk Management
- Account Security Management/Owner
- Data Creation for User Acceptance Testing
- Access Administration for all User Acceptance applications
- Documentation creation
- Ensure all code is installed by working unilaterally among Development, QA and Business
- Incident Management accountable for root cause analysis, resolution and reporting
- Implement monitoring of the certification environment and take corrective actions as required
- Release Management/Database Administrators to deploy software releases in the Certification environment
- Work with Application Development Management on daily workload automation schedule including upkeep of exclusion list
- Analyze infrastructure and application trends in effort to manage capacity demands
- Review controls for audit compliance and correct gaps
- Ensure that all changes are processed according to Change Management policies and procedures
- Coordinate new product offerings into the environment; build out of hardware; interfaces
Fraud Compliance Investigations, Operations Manager
J. P. Morgan Chase
01.2015 - 01.2016
- Direct Reports 16 Investigators
- Performance; Key performance improvement
- Analysis of systemic and process risk to improve functions and mitigate risk to stakeholders
- Ability to determine the priority and impact of issues and prioritize and act accordingly
- Risk Management - implemented new risk triggers and expanded operational capacity to review high risk accounts
- Customer Experience - developed “business” differentiated servicing and treatments across the operating model
- Project Management; Responsible for projects implementation
- Development: Responsible for training and development of level I and II Investigators and Support Staff
- High Level Presentations: Ability to communicate with technical and non technical leadership, staff, customers and vendors
- Ensure compliance of audit and risk, regulatory and Compliance policies and standards
Tandem Technical Operations Manager
J.P. Morgan Chase-Paymentech
- Manage a team of HP Tandem Technical Engineers-responsible for day to day troubleshooting of the production systems including Pathway maintenance, load balancing, and configuration changes
- Process Management; Improve process by designed education and best practices
- Analysis of systemic and process risk to improve functions and mitigate risk to stakeholders
- Software Install; Install software on batch and online systems, setup reports and scheduler jobs, first level support for the Operations area
- Authorization Security Audit Project: Project lead for HP Tandem Support, issue tracking, training, coaching, risk mitigation through creating monitoring processes for system, functions and access
- Analysis: Efficient process and workload functions
- Ability to determine the priority and impact of issues and prioritize and act accordingly
- Off Shore Management: Development of India support group, structuring and workflow analysis to handle key work processes
- Risk Management - implemented new risk triggers and expanded operational capacity to review high risk accounts
- Customer Experience - developed “business” differentiated servicing and treatments across the operating model
- Project Management; Responsible for major projects such as installing new software systems or applications residing on the production systems, CPU upgrades, Disaster Recovery, Security Audit, and key technical initiatives
- High Level Presentations: Ability to communicate with technical and non technical leadership, staff, customers and vendors
Portfolio Manager
J. P. Morgan Chase- Paymentech, Chase-Paymentech
01.2010 - 01.2015
- Responsible for major projects such as installing new software systems or applications residing on the production systems, CPU upgrades, Disaster Recovery, Security Audit, and key technical initiatives
- Merchant Bank Portfolio Management
- Interface with all key areas to ensure project success
- User Acceptance Manager; Improve process by designed education and best practices through supporting of entire PM staff
- Establish working relationships and routinely interface with the following, Clients, project sponsors, business stakeholders, Technology, Subject Matter Experts, Testing and other internal/external clients
- Act as a communication channel to the Program for ongoing project management status and issues, opening up communication channels, coordinating messages and setting business expectations
- Draft requirements with the support of subject matter experts identify all impacted groups and capture key project deliverables
- Offer constructive options to ensure project tracks to original expectations and scope, Form project teams, identify resource and/or scheduling conflicts, manage change control, function as an escalation point to keep all parties aware of new and ongoing tasks, assist in the facilitation of issue resolution
- Clearly define project objectives, the project team, success metrics, plan project deliverables with all impacted parties and oversee the execution of the overall plan
- Ensure compliance of project and development activities with audit and risk policies in mind
Operations Team Manager II, Credit Card Collections and Customer Experience
J.P. Morgan Chase, Chase Card Services
01.2004 - 01.2010
- Identified, developed and/or implemented strategic improvements across rapidly growing Business Card operating model:
- Process Management: Improve process by designed education and coaching modules to decrease delinquency losses
- Performance Development: Key metric and driver analysis and implementation to increase bottom line profits
- Loan Restructuring Project Member: Project lead for site, issue tracking, training, coaching, risk mitigation
- Acquisitions - re-developed targeting and underwriting strategies to improve P&L and to be more “business” centric
- Risk Management - implemented new risk triggers and expanded operational capacity to review high risk accounts
- Customer Experience - developed “business” differentiated servicing and treatments across the operating model
- Customer Engagement - designed education/coaching modules to increase spend and customer loyalty in call centers
- Modified strategies, policies, procedures, and advisor education across the business model (Loan Restructuring, Portfolio Management, Collections, Customer Service) to ensure alignment with Card P&L, strategic plans, and customer expectations
- Developed and implemented consistent Card Customer Experience at customer touch points (call centers, First Response, etc.)
Education
A.S. - Business Admin
Hagerstown Community College
Hagerstown, MD01.2007
Skills
- Project Management
- Windows Access administration
- Client support
- Team management
- Hardware troubleshooting
- Client File System Management and Deployment
Hobbies and Interests
Volunteer for not-for-profit community groups, Treasurer of Home Owner Association to Vice President. Military Family Support Group Chair, Children’s Activity Group Chair
Awards
Phi Theta Kappa Honor Society, Graduated with High Honors GPA3.94, Leader of the Month Awards x6, Revenue Savings Recognition, Service Excellence, Five Keys Awards various yearly, Peer to Peer recognitions
Accomplishments
Process Improvement
Manager of highly skilled HP Engineers
Production Issues Resolution
Software Deployment
Microsoft Office Expert
Access Database
Maintain Test Environment
Interests
Timeline
Vice President Applications Support Lead
J.P. Morgan Chase Merchant Services
01.2016 - 05.2023
Fraud Compliance Investigations, Operations Manager
J. P. Morgan Chase
01.2015 - 01.2016
Portfolio Manager
J. P. Morgan Chase- Paymentech, Chase-Paymentech
01.2010 - 01.2015
Operations Team Manager II, Credit Card Collections and Customer Experience
J.P. Morgan Chase, Chase Card Services
01.2004 - 01.2010
Tandem Technical Operations Manager
J.P. Morgan Chase-Paymentech
A.S. - Business Admin
Hagerstown Community College
Similar Profiles
JOSEPH ALDWIN GATCHALIANJOSEPH ALDWIN GATCHALIAN
Asst. Manager - Operations at J.P. Morgan Chase & Co. / Chase BankAsst. Manager - Operations at J.P. Morgan Chase & Co. / Chase Bank
Brendy KambaBrendy Kamba
ASSOCIATE, CLIENT ASSOCIATE at J.P. MORGAN CHASE & CO. | JP MORGAN ADVISORSASSOCIATE, CLIENT ASSOCIATE at J.P. MORGAN CHASE & CO. | JP MORGAN ADVISORS
Imani WakefieldImani Wakefield
Associate Banker at J.P. Morgan ChaseAssociate Banker at J.P. Morgan Chase