Jermayne Hall
Columbus,OH
Summary
Project Manager versed in all aspects of project and personnel management. Results-oriented and high-energy professional with talent for leading by example and inspiring peak performance. Dedicated to fostering strong effective team relationships. Over 4 years of leadership experience and 17 years of exceptional customer service experience in the banking industry. Highly organized, energetic and versatile, project and people leader, committed to continuous improvements.
Overview
17
17
years of professional experience
Work History
Project Manager (Business Analysis Associate)
Chase Remediation and Corrections
Columbus, OH
06.2023 - Current
- Facilitate regular status meetings, building timelines, publishing agendas and notes
- Hold project team members accountable for meeting deliverables and established milestones
- Manage all aspects of the customer communication
- Provide accurate reporting on populations, financials and case health
- Create presentation decks for awareness and approvals
- Communicate with senior level managers; providing visibility of current case status and obstacles
- Manage all the above while adhering to the CCB Remediation and Corrections Guidelines.
Fraud Supervisor I
Chase Customer Claims Inventory Management
Columbus, OH
04.2021 - 06.2023
- Obtained Double Strong Performance Rating
- Responsible for driving performance of 15-25 Full Time specialists
- Evaluated needs of departments and delegated tasks to optimize overall production
- Coordinating daily LMOS Huddles and periodic team meetings
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance
- Coached staff members to develop long-term career goals
- Identified and corrected performance and personnel issues to reduce impact to business operations
- Leadership Acceleration Program Site Co-Lead & Mentor
- Recognized for creating and maintaining a diverse, equitable, and inclusive team culture
- Monitored employee productivity to provide constructive feedback and coaching
- Coordinated employee schedules according to shift changes and availability
- Reviewed completed work to verify consistency, quality and conformance
- Established and enforced clear goals to keep employees working collaboratively.
Client Service Analyst
JPMorgan Chase & Co
Columbus, OH
04.2015 - 04.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Referred unresolved customer grievances to designated departments for further investigation
- Reduced customer complaint ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly
- Completed Root Cause Analysis to identify drivers of complaints and developed solutions to reduce direct and executive complaints
- Deep dive research into highly escalated customer complaints and provided specialist/department opportunities when applicable.
Senior Specialist
JPMorgan Chase
Columbus, OH
02.2012 - 04.2015
- Determined existing fraud trends by analyzing accounts and transaction patterns
- Reported fraud trend information and presented to business leaders for decision-making, solutions and improvements
- Examined financial statements, written documents and audio files that could be used as evidence for fraud cases
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties
- Connected patterns for underlying account associations to discover undetected fraud.
Risk Operations Analyst I-II
JPMorgan Chase
Columbus, OH
07.2007 - 02.2012
- Reg E, Bill Pay, ACH claim intake specialist assisting customers reporting merchant/fraud disputes
- Reg E, Bill Pay, ACH claim investigations and merchant chargeback specialist
- Visa Resolve Online chargeback, representment, and pre arbitration
- Check Fraud and Forgery Investigation
- Wire Fraud Investigation
- Online Fraud Investigation
- GL balancing
- Peer to Peer trainer.
Education
Project Management 360 Certificate -
eCornell
07.2024
Bachelor Of Science - Agribusiness Business and Applied Economics, Consumer Affairs and Financial Planning
The Ohio State University
Columbus, OH03.2007
Skills
- Microsoft Outlook
- Microsoft Access
- Excel
- PowerPoint
- MS Project
- Microsoft Teams
- Root Cause Analysis
- Workforce Management
- Fraud Research and Reasonable Investigation
- Effective Communicator
- Procedural Redlining
- Process Mapping and Verification
- Improvement Plan Knowledge
- Experience in Leadership
- Friendly, Positive Attitude
- Active Listening
- Conflict Resolution
- Team Building
- Project Management
- Schedule Management
- Resource Allocation
Timeline
Project Manager (Business Analysis Associate)
Chase Remediation and Corrections
06.2023 - Current
Fraud Supervisor I
Chase Customer Claims Inventory Management
04.2021 - 06.2023
Client Service Analyst
JPMorgan Chase & Co
04.2015 - 04.2021
Senior Specialist
JPMorgan Chase
02.2012 - 04.2015
Risk Operations Analyst I-II
JPMorgan Chase
07.2007 - 02.2012
Project Management 360 Certificate -
eCornell
Bachelor Of Science - Agribusiness Business and Applied Economics, Consumer Affairs and Financial Planning
The Ohio State University