Joi Johnson
Queen Creek,AZ
Summary
Driven and ambitious professional with a strong desire for personal and professional growth. Seeking a dynamic position to leverage strengths and skills while pursuing further development. Committed to delivering exceptional results and contributing to organizational success. Eager to join a team where making a meaningful impact and thriving in a challenging environment are possible.
Overview
6
6
years of professional experience
Work History
Lead Developmental Center Coach
JP Morgan Chase Bank NA
04.2024 - Current
- Utilized various coaching models and techniques to maximize client success.
- Created and oversaw business retail training programs for operations.
- Trained and mentored 28 and on going new personnel hired to fulfill various roles.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Facilitated group coaching sessions and provided individual coaching support.
- Developed and delivered effective and engaging coaching sessions to improve performance.
- Facilitated team building activities and workshops to improve communication, collaboration and productivity.
- Delivered in-house training sessions to existing employees to roll out new processes, rules and technologies.
- Reviewed training programs regularly and realigned strategies to meet changing needs.
- Prepared and updated training handouts, manuals and digital tutorials.
- Built partnerships with external training providers to support training goals.
- Tracked employees before, during and after training to verify attainment of training objectives.
- Supported and coached employees as part of successful training initiatives.
- Reached out to managers and team leaders to source requirements for training and identify needs.
- Maintained databases of employee training and produced reports for management detailing training processes, participation and other metrics.
- Conducted regular evaluations of employee knowledge and skills, adjusting training strategies to close gaps.
- Developed and implemented successful onboarding program.
Account Specialist II
JP Morgan Chase Bank NA
08.2022 - Current
- Assisted in pilots for Customer service to address pain points in servicing to create solutions to improve customer experience
- Implemented leadership skills to run team huddles as well as
- Conducted monthly Knowledge quizzes to make sure all areas of opportunities were address and solutions were provided
- Assist and contributed to 8 month long project to improve reporting form for Elderly and vulnerable persons abuse.
- Adhered to standards of quality and service as well as all compliance requirements.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Completed routine and complex account updates to resolve problems.
- Maintained current knowledge of evolving changes in marketplace.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Contributed to team objectives in fast-paced environment.
- Built relationships with customers and community to promote long term business growth.
- Trained new employees on customer service, money handling and organizing strategies.
- Cross-trained and provided backup support for organizational leadership.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved accounting, service and delivery concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Implemented and developed customer service training processes.
Client Care Specialist I
JPMorgan Chase, JPMorgan Chase & Co
10.2021 - 08.2022
- Processed approximately 200 Refinance and Purchase loans for chase clients in many states
- Acquired Nationwide Multistate Licensing System number
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Explained legal aspects of loan to borrower, as well as payment terms and clauses.
- Remained updated with latest information related to mortgage products and services being offered.
- Reviewed loan files and updated to match current standards.
- Explained different types of loans pertaining to client situations.
- Worked with underwriters to fix application problems and resolve issues.
- Checked loan documents for accuracy prior to closing.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Negotiated loan terms and conditions with clients to maximize profitability.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
Model Office Account Specialist I
JP Morgan Chase Bank NA
01.2020 - 10.2021
- Built strong relationships with customers to increase retention and loyalty.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Supervised approximately 10 projects from project start through delivery by prioritizing needs and delegating assignments.
- Maintained database and spreadsheets with accurate inventory and status.
- Established rapport and engaged with stakeholders to build lasting professional relationships.
- Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
- Monitored project progress, identified risks and took corrective action as needed.
- Analyzed project performance data to identify areas of improvement.
- Reported regularly to managers on project budget, progress, and technical problems.
Account Specialist I
JP Morgan Chase Bank NA
12.2018 - 01.2020
- Development Center coach for Card Customer Service New Hires and internal
- Received over 1000 inbound customer calls related to credit and accounts receivable.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Processed recurring automated payments and credit card payments.
- Supported customers with invoices, statements and other basic questions.
- Developed and maintained tracking process for plastics and cardholder agreements to support business objectives and projected credit card volumes.
- Implemented credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
- Recommended products and services to meet customers' credit card and banking needs.
- Supported continued monitoring, auditing and reporting to drive compliance and optimize credit card processing.
- Built strong relationships with customers to increase retention and loyalty.
- Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
Education
Bachelor of Science - Business Administration And Management
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ09.2027
Skills
- Performance Evaluation
- Interpersonal Communication
- Training Needs Analysis
- Team Development
- Program Leadership
- Course Development
- Proficient in microsoft office , excell
- Flexible and Adaptable
- Detail Oriented
- Creative Problem-Solving
- Public Speaking
- Decision-Making
- Time Management
Timeline
Lead Developmental Center Coach
JP Morgan Chase Bank NA
04.2024 - Current
Account Specialist II
JP Morgan Chase Bank NA
08.2022 - Current
Client Care Specialist I
JPMorgan Chase, JPMorgan Chase & Co
10.2021 - 08.2022
Model Office Account Specialist I
JP Morgan Chase Bank NA
01.2020 - 10.2021
Account Specialist I
JP Morgan Chase Bank NA
12.2018 - 01.2020
Bachelor of Science - Business Administration And Management
Maricopa Community Colleges - Rio Salado Community College
Similar Profiles
Jazmin VelazquezJazmin Velazquez
Business Relationship Manager at JP Morgan Chase Bank NABusiness Relationship Manager at JP Morgan Chase Bank NA
Daniel TorresDaniel Torres
Sr Home Lending Advisor CPC at JP Morgan Chase Bank NASr Home Lending Advisor CPC at JP Morgan Chase Bank NA
Tabitha BluntTabitha Blunt
Process Improvement Associate II at JP Morgan Chase Bank NAProcess Improvement Associate II at JP Morgan Chase Bank NA