Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Flor Galvan

Arlington,TX

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

21
21
years of professional experience

Work History

Customer Outreach Back Office Support

JP Morgan Chase
07.2021 - Current
  • Manage multiple projects simultaneously, prioritizing tasks based on urgency and potential impact on business outcomes.
  • Work closely with peers to establish supportive work environment that fosters collaboration and continuous improvement.
  • Research complex issues across multiple databases and work with support resources to resolve.
  • Reduce process inconsistencies and effectively train team members on best practices and protocols.
  • Consistently enhance operational guidelines.
  • Assist with maintaining End of Month production numbers for our team and generate required reports
  • Initiated JIRA entries for report corrections and enhancements.

LM Foreclosure Research Specialist

JP Morgan Chase
10.2011 - 07.2021
  • Worked with multiple screens and programs to resolve customer issues.
  • Utilized advanced troubleshooting skills when resolving difficult cases, demonstrating resourcefulness and determination in achieving positive outcomes for customers.
  • Demonstrated expertise in various federal and state regulations governing foreclosures, ensuring full compliance with all legal requirements.
  • Assisted in training new team members on company policies, procedures, and systems related to foreclosures.
  • Provided training and mentorship to junior staff members, contributing to overall team success.
  • Analyzed data trends to identify opportunities for improvement in operational performance metrics.

Customer Service Escalation Specialist

JP Morgan Chase
10.2003 - 10.2011
  • Enhanced customer satisfaction by effectively addressing and resolving escalated concerns in timely manner.
  • Recognized as top performer within team, consistently meeting or exceeding key performance indicators related to escalation case handling.
  • Served as subject matter expert within team, providing guidance on complex issues that required specialized knowledge or expertise.
  • Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
  • Maintained comprehensive knowledge of company products, services, and policies to provide accurate information to customers during escalations.

Education

High School Diploma -

Granbury High School
Granbury, TX
08.1995

Skills

  • Teamwork and collaboration
  • Attention to detail
  • Adaptability and flexibility
  • Problem resolution
  • Microsoft office
  • Call center experience
  • Data entry
  • Self motivation
  • Analytical thinking
  • Issue and complaint resolution
  • Time management abilities
  • Reliability

Languages

Spanish
Native or Bilingual

Timeline

Customer Outreach Back Office Support

JP Morgan Chase
07.2021 - Current

LM Foreclosure Research Specialist

JP Morgan Chase
10.2011 - 07.2021

Customer Service Escalation Specialist

JP Morgan Chase
10.2003 - 10.2011

High School Diploma -

Granbury High School

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Flor Galvan