Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
David Smith

David Smith

Process Improvement Analyst
Springfield,MO

Summary

Highly analytical and results-driven Process Management professional with over a decade of progressive experience at JPMorgan Chase, specializing in operational excellence and strategic process optimization. Proven ability to lead complex, cross-functional initiatives from concept to successful adoption, leveraging specialized data and business analytics certifications to diagnose systemic inefficiencies and design solutions that deliver measurable increases in departmental productivity and enhance client experience. Adept at synthesizing Voice of Customer (VoC) and performance data to inform high-level strategy and drive continuous improvement within a regulated financial environment.

Overview

15
15
years of professional experience
3
3
Certification

Work History

Process Management & Operational Excellence Leader

JPMorgan Chase
03.2011 - Current
  • Highly analytical and results-driven Process Management professional with over a decade of progressive experience at JPMorgan Chase, specializing in operational excellence and strategic process optimization. Proven ability to lead complex, cross-functional initiatives from concept to successful adoption, leveraging specialized data and business analytics certifications to diagnose systemic inefficiencies and design solutions that deliver measurable increases in departmental productivity and enhance client experience. Adept at synthesizing Voice of Customer (VoC) and performance data to inform high-level strategy and drive continuous improvement within a regulated financial environment.
  • Increased team productivity by streamlining communication and implementing effective project management strategies.
  • Collected, arranged, and input information into database system.
  • Strategic Process Optimization: Led high-impact process analysis and mapping projects to identify systemic inefficiencies and bottlenecks, directly designing and implementing strategic improvements that delivered measurable increases in departmental productivity.
  • Project and Change Management: Directed complex, cross-functional initiatives from initial concept through successful delivery and adoption, collaborating with business stakeholders to define requirements, govern scope, and ensure the successful integration of new operational processes.
  • Data-Driven Performance Management: Utilized advanced data analysis and the CARE Tool to quantify the business impact of process changes and track client feedback, providing executive-level insights on operational performance and compliance.
  • Customer Experience Enhancement: Synthesized Voice of Customer (VoC) and complaint data to diagnose critical client pain points, driving targeted improvements that demonstrably elevated the overall client experience and mitigated operational risk.
  • Training & Capability Development: Designed and deployed user-friendly guided walkthrough and comprehensive training programs (e.g., Business Card training, internal tool guides), serving as a Development Center Coach to accelerate new hire proficiency and improve team performance against key quality and efficiency metrics (e.g., handle time, call quality).
  • Mentored junior leaders, fostering professional growth and improving team performance through targeted coaching.
  • Led cross-functional teams to develop and implement strategic initiatives that enhance operational efficiency.
  • Assisted with new hire processing and existing training programs.
  • Championed change initiatives, successfully navigating teams through periods of transition while maintaining morale and engagement levels.
  • Operational Leadership: Successfully contributed to and shaped the launch of new business functions (e.g., Retention Team pilot, New product launches), providing crucial early-stage feedback that led to the department-wide standardization of workflows and sustained high-performance ratings across all tenures.
  • Oversaw daily operations, ensuring adherence to company policies and procedures.
  • Developed training programs to enhance team performance and operational efficiency.
  • Developed and implemented process improvements that streamlined workflows, reducing turnaround times across departments.
  • Led cross-functional teams to execute strategic initiatives, enhancing operational efficiency and client satisfaction.
  • Mentored junior staff, fostering professional growth and ensuring adherence to compliance standards within the organization.

Education

Data Analytics Certification - Data Analytics

Perdue University
West Lafayette, IN
01-2023

Skills

  • Core Competencies:
  • Process Analysis
  • Change Management
  • Problem-Solving
  • Escalations Issue Management
  • Analytical Skills
  • Written & Verbal Communication
  • Teamwork & Leadership
  • Technical Proficiency:
  • Microsoft Office Suite
  • Visio
  • Excel
  • Business Process Mapping
  • Data Analysis
  • Business Analysis
  • JSON
  • Power BI
  • Tableau
  • JIRA
  • Confluence
  • Programming & Data Tools:
  • Python
  • Java
  • RStudio
  • Alteryx
  • SharePoint – Manage and Design

Certification

  • Tableau Data Visualization Certification, Cornell University (2024)
  • Data Analytics Certification, Purdue University (2023)
  • Business Analytics Certification, Purdue University (2023)

Timeline

Process Management & Operational Excellence Leader

JPMorgan Chase
03.2011 - Current

Data Analytics Certification - Data Analytics

Perdue University

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David SmithProcess Improvement Analyst