Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dominic Humes

Seguin,TX

Summary

Skilled Business Analyst with experience in predictive modeling, change management, and enhancing customer experience at JP Morgan Chase. Proven ability to reduce call volumes and improve operational efficiency through effective stakeholder engagement and innovative solutions. Adept at translating complex ideas into actionable insights to drive business success.

Overview

7
7
years of professional experience

Work History

Business Analyst

JP Morgan Chase
San Antonio, TX
05.2022 - Current
  • Lead the development and execution of change management strategies to ensure successful implementation of business initiatives.
  • Identified trends in call volumes and conducted root cause analysis to address operational challenges, developing mitigation strategies to drive self-service capabilities and optimize customer experience.
  • Facilitated operational impact analysis sessions, evaluating potential effects of proposed changes across Consumer and Community Banking (CCB) operations and broader business areas.
  • Collaborated with cross-functional teams to identify customer pain points and design innovative solutions, ensuring a seamless service experience.
  • Enhanced operational procedures and developed governance frameworks to empower employees and improve execution.
  • Partnered with leadership, key stakeholders, and product teams to align on priorities, socialize policy changes, and execute initiatives focused on reducing call volumes and increasing efficiency.
  • Act as a liaison between leadership and business units, ensuring alignment, advocacy for customer needs, and clear communication of complex ideas to diverse audiences.
  • Delivered comprehensive change readiness strategies, resulting in measurable reductions in call volumes.
  • Developed and maintained effective communication materials to align leadership and team members on organizational priorities.
  • Co-led the Call to Action (CTA) initiative, equipping leadership with knowledge of upcoming changes, and driving informed decision-making across the organization.
  • Crafted innovative change management strategies to address resistance.

Account Specialist IV

JPMorgan Chase
San Antonio, TX
07.2020 - 05.2022
  • Conducted an in-depth analysis of escalated complaints to identify root causes, patterns, and actionable insights.
  • Delivered strategic recommendations to enhance the customer journey and improve the overall experience.
  • Performed detailed reviews of customer journeys to pinpoint pain points, streamline processes, and deliver solutions that aligned with customer expectations, and business objectives.
  • Listened to and analyzed calls related to specific customer scenarios, providing targeted feedback and improvement strategies for stakeholders, and business partners.
  • Hosted weekly Out of Service Level (OSL) meetings with leadership teams to discuss SLA discrepancies and implement effective resolutions for OSL issues.
  • Worked closely with diverse teams to tackle issues and guarantee on-time service restoration.
  • Led the enhancement and recertification of evergreen procedures to maintain compliance, improve operational efficiency, and ensure alignment with evolving business needs.

Account Specialist IV

JPMorgan Chase
San Antonio, TX
10.2017 - 07.2020
  • Directed the resolution of escalated branch complaints from initiation to completion, ensuring prompt and effective solutions, aligned with regulatory and organizational standards.
  • Oversaw escalations related to Know Your Customer (KYC) protocols, maintaining strict adherence to regulatory requirements, and mitigating compliance risks.
  • Facilitated seamless communication between departments to deliver exceptional support and resolve complex customer concerns.
  • Investigated and resolved customer inquiries and complaints with empathy, professionalism, and a commitment to delivering superior service.
  • Conducted detailed transaction reviews for research and compliance purposes, ensuring accuracy and integrity in all documentation.
  • Maintained up-to-date knowledge of product offerings, system enhancements, and business line updates to address customer issues effectively and efficiently.
  • Identified trends in recurring customer issues and implemented solutions to minimize future escalations, contributing to long-term operational improvements.

Education

High School Diploma -

Premier
Del Rio, TX
06-2014

Skills

  • Stakeholder Engagement
  • Customer Experience Optimization
  • Predictive modeling
  • Business process improvement
  • Business solutions development
  • Cost-benefit analysis
  • Gap analysis
  • Analytical thinking
  • Change Management
  • Data Analysis
  • Operational Impact Assessment
  • Governance Framework Development
  • Cross-Functional Team Leadership
  • Communication and Advocacy

Timeline

Business Analyst

JP Morgan Chase
05.2022 - Current

Account Specialist IV

JPMorgan Chase
07.2020 - 05.2022

Account Specialist IV

JPMorgan Chase
10.2017 - 07.2020

High School Diploma -

Premier

Similar Profiles

CREATE PROFILE
Dominic Humes