DIENNYS FEDERICO
Charlotte,NC
Summary
Energetic and professional individual with strong analytic skills. Thrives under pressure and seeks out new challenges and responsibilities. Experience as a manager with proven ability to lead, motivate, and train teams to improve quality and deliver outstanding client services while ensuring procedural compliance. Advanced knowledge and ability to work effectively in team environments and individually. Attention to detail, exceptional communication skills, and expertise in project management enable effective handling of multiple tasks in fast-paced environments. Recognized for proactive approach in identifying and addressing issues, optimizing processes, and supporting team objectives.
Overview
11
11
years of professional experience
Work History
Senior Client Service Associate
JP Morgan Chase
06.2024 - Current
- Assisted a book of over 90 clients with financial planning to meet financial goals.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Assisted brokers and advisors with servicing clients by preparing financial plans, conducting investment research and completing trades and transactions.
- Created business plan and identified target customers by interacting on phone and in person, handling basic inquiries, and providing quotes.
- Facilitated new client onboarding process and investment account setup.
- Analyzed customer portfolios to recommend adjustments and new investments.
- Processed and verified all new account applications and documents.
- Documented security transactions such as purchases, sales and conversions to create in-depth database of clients and transactions completed.
Associate Client Training Manager
JPM Chase
05.2022 - 05.2024
- Oversee day-to day business operations after new clients onboarding process to ensure smooth transitions to JPM Access by fostering deep professional communication with Implementation team and customer
- Initiate continual efforts to improve implementation by identifying opportunities to streamline the process and execute all trainings accordingly
- Revitalize existing business resources to streamline cross-departmental functionalities and strengthened overall proficiency of daily operations improving service-level agreements from 12 days to 7 days
- Oversaw departmental training activities to ensure all team members received functional product expertise
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Conducted training courses and prepared videos for long-term use.
- Developed and implemented comprehensive training program to increase employee productivity and morale. Reducing complaint tickets by 30%
- Monitored and evaluated training performance to determine quality and cohesiveness.
Business Analyst/Operations Team Leader
Operations Performance Management
03.2020 - 05.2022
- Managed a new initiative for tracking downtime with the Robotics team which was a single internal site solution that allows all phone specialists to record all off-phones activities. This new solution resulted on a 11 FTE savings and 1600 avg record processed per day
- Lead the initiative to a centralized SharePoint attendance tracker with workflow integration for leaders and HR partners serving as both visual and functional tool, allowing simultaneous updates and real-time entitlement status. This initiative resulted in routing staffing flexibility, reducing HR complaints by 52% and operating cost by 17%
- Coordinated Training for HR, Senior Leaders and Team
- Completed metrics and status reports to measure progress against objectives and milestones; including writing project charters and statements of work
- Created training program and administrated training for all new hires in the Operation Coordinators department
- Tested and debugged the new time and attendance process while working closely with developers
- Identified gaps and opportunities to reduce risk and increase process efficiencies
- Validated and reviewed process for one of the Debt collection practices (Regulation F), to add additional validation and control. As a result a new tool (automated system) was created to keep for an additional layer of security
- Compiled impactful findings, develop recommendations for various processes, and deliver presentations of discoveries to Senior Management
- Conducted monthly attendance tracker and TAS audits to ensure correct entitlement usage/balances
- Recruited, selected, hired and evaluate performance of personnel to ensure all department needs were met
- Trained, coached and managed a 22 person team of Analyst professionals.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Deployed predictive analytics models to forecast future trends.
Operations Team Leader
Overdraft Collections
03.2020 - 09.2020
- Trained, coached and managed a 18 people team of Collector professionals.Operated with a sense of urgency to ensure all deadlines were met
- Monitored daily service levels to guarantee team availability
- Monitored daily Schedule Adherence, After Call Work (ACW), AUX Times (personal, desk work, etc.) and Customer Satisfaction scores (CSAT). Generated reports detailing findings and recommendations.
- Helped set and manage objectives for quality, productivity and full adherence of all applicable regulatory and department practices and procedures
- Organized daily live call listening sessions (since remotely work is in place) to identify areas of improvement and Developed strategies to help the team and business be successful
- Oversaw daily zoom huddles to update Specialists on the evolving departmental guidelines in an unprecedented time
- Encouraged professional growth through ad hoc coaching sessions and monthly performance reviews
- Performed schedule updates (WFO) and ensure that all reported time is accurate (TAS)
Team Leader Home Lending
JPMorgan Chase
02.2017 - 02.2020
- Created a guide for weekly huddles to serve as aid for team leaders and specialists
- Performed side by side/call listening with specialists to identify areas of growth and improvement
- Completed month end coaching sessions
- Monitored daily misdirects, call tracker and quality alerts
- Partnered with Customer & Operational Engagement team (COE) to identify areas of opportunity to promote process improvement across the business
- Organized call library sessions to create a consistent evaluation methodology across all sites
- Interviewed new hires
Area Business Manager
Burger King
03.2014 - 01.2017
- Managed 11 of the 29 business own by the company
- Increased sales by 12% monthly
- Exceed operation performance targets set for my area
- Scored 'A' on 92% of the brand Inspections in my area
- Implemented new process to control the food and to measure cost/effective of every restaurant
- Performed Inventory/sales control of every restaurant
- Serviced the need of new and existing customers
- Monitored performance and motivated them to exceed sales targets and performance metrics by setting goals for each individual and the team as a whole
- Recruited and trained staff to ensure the delivery of excellent customer service
Education
BACHELOR'S DEGREE -
CIVIL ENGINEERING
Skills
- Financial Product Specialist
- Strategic Leadership
- Performance Improvement Strategies
- Effective Client Onboarding Processes
- Project Execution Experience
- Process Optimization Strategies
- Regulatory Adherence
- Strong Focus on Accuracy
- Effective Interpersonal Communication
- Effective Presentations
- Quick Learning Ability
- Effective Multitasking
- Microsoft Office Proficiency
Languages
Spanish
Native or Bilingual
Timeline
Senior Client Service Associate
JP Morgan Chase
06.2024 - Current
Associate Client Training Manager
JPM Chase
05.2022 - 05.2024
Business Analyst/Operations Team Leader
Operations Performance Management
03.2020 - 05.2022
Operations Team Leader
Overdraft Collections
03.2020 - 09.2020
Team Leader Home Lending
JPMorgan Chase
02.2017 - 02.2020
Area Business Manager
Burger King
03.2014 - 01.2017
BACHELOR'S DEGREE -
CIVIL ENGINEERING
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