Jennifer A. Braithwaite
New York,NY
Summary
Highly skilled Customer Service Professional with over 15 years of expertise in strategically supporting and managing customer success, onboarding, and implementation with a Proven end-to-end client lifecycle expertise aligned to drive customers' desired outcomes, mitigate organizational risks, and enhance their overall experience, to drive 100% client satisfaction.
Overview
26
26
years of professional experience
Work History
Senior Implementation Manager
JPMorgan
03.2006 - 01.2020
- Managed client implementation life cycle of new partnerships end to end driving 98% Client satisfaction YoY in supported business units
- Servant Leader & strategic cross-functional collaborator helping drive onboarding success and ongoing analysis of post-implementation metrics ensuring sustainable 11% YoY improvement
- Led risk mitigation strategies across multiple business units sustaining over 90% client retention YoY
- Resolved and escalated quickly issues arising with onboarding to avert client dissatisfaction
Senior Client Services Manager
Bank Of New York
06.1994 - 03.2006
- Managed middle-market business units, safeguarding approximately $11.2 million of clients' at-risk funds annually through daily treasury schedules.
- Streamlined internal processes to enhance efficiency, reduce response times, and improve overall client experience resulting 95% client satisfaction year over year.
- Led collaborative efforts across departments by organizing cross-functional meetings involving Treasury executives, Cash Managers, and C-suite leaders, focused on improving overall customer experience, resulting in consistent 95% client retention year over year
- Sustained industry expertise across various principles, including money laundering, statutory requirements, client confidentiality, and privacy rules ensuring 100% compliance with banking guidelines and requirements.
Education
High School Diploma -
St Joseph High School
Skills
- Lean Six Sigma
- Project lifecycle management
- Organizational Skills
- Problem Resolution
- Active Listening
- Client Relations
- Escalation management
- Account Management
Timeline
Senior Implementation Manager
JPMorgan
03.2006 - 01.2020
Senior Client Services Manager
Bank Of New York
06.1994 - 03.2006
High School Diploma -
St Joseph High School