ERIK BERNAL
Senior Product Delivery Associate
Gilbert,AZ
Summary
Highly organized professional with extensive experience in project management, driving initiatives to successful completion. Known for fostering team collaboration and delivering results. Renowned for adaptability and problem-solving skills, ensuring seamless project execution and stakeholder satisfaction. Track record of applying strategic thinking and risk assessment to achieve project goals efficiently.
Overview
19
19
years of professional experience
Work History
Sr Product Delivery Associate
JPMorganChase
01.2018 - Current
- Operational maintenance across Chase IVRs and identifying process gaps and driving improvements aligned to business needs, which includes IVR migration to Amazon Web Services platform.
- Execute project management responsibilities by engaging various business and cross-functional partners for status updates and tracking progress throughout the project lifecycle.
- Support end-to-end change delivery and validation activities, including discovery sessions, customer impact analysis, UAT, production release, and communications, to ensure changes operate as intended.
- Exam Ready and Controls Coordinator: Facilitate Exam Ready review calls, track observations and follow-ups, partner with Controls peers to review observations/findings when needed.
- Create job aids and procedures to support control evidence and operational consistency.
- Create Visio and Lucid maps to document call flows.
- Experience in preparing and presenting Monthly Business Review (MBR) materials for Senior leadership, communicating status, trends, and follow-ups.
- SharePoint administer
- Resolved product delivery issues by collaborating with cross-functional teams for swift problem-solving.
- Led initiatives to streamline work process, enhancing overall team productivity and service quality.
- Mentored new hires, fostering a culture of continuous improvement and exceptional customer service.
- Demonstrated excellent problem-solving skills when faced with challenging circumstances without compromising the quality of work or customer satisfaction.
- Proactively identified potential issues affecting delivery success, taking corrective action as needed to maintain performance standards.
- Efficient in: JIRA Align, Adobe Dreamweaver, LLM, SharePoint & Designer, Visio, Excel, PowerPoint, Word, Outlook, HTML, LLM, Lucid, JIRA Align, HTML/CSS, Moxie, Egain, PeopleSoft.
Business Operations Analyst
Chase Merchant Services
01.2012 - 01.2018
- Managed and maintained IVR/PBX operations, and implement process flow updates, and produce supporting Visio documentation and job aids.
- Managed documentation into Moxie database and created, sent and managed alerts.
- SharePoint Administer.
- Supported compliance-related partnership and governance activities, including PCI/PI alignment and internal security collaboration with control partners.
Education
AA - General Arts
Chandler-Gilbert Community College
Chandler, AZSkills
- Product backlog management
- User story creation
- Data-driven decision making
- Product documentation
- Data analysis
- A and B testing
- Requirements gathering
- Quality assurance testing
- Multitasking Abilities
- Excellent communication
- Decision-making
- Analytical thinking
Timeline
Sr Product Delivery Associate
JPMorganChase
01.2018 - Current
Business Operations Analyst
Chase Merchant Services
01.2012 - 01.2018
AA - General Arts
Chandler-Gilbert Community College