Kimberly Allen
Cypress
Summary
Tenured, dedicated, and hard-working professional with strong interpersonal skills. Motivated to learn, grow, and help the team achieve company goals.
Overview
24
24
years of professional experience
Work History
Executive Office Analyst IV, Jamie Dimon Hotline
JPMorgan Chase
09.2022 - Current
- Collaborated with internal partners and members of firmwide leadership teams to gather relevant data and insights to provide solutions for executive-level concerns.
- Prioritized competing research requests from various departments, effectively managing workload and ensuring timely resolution of complex customer complaints.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
CPC Account Specialist III/ Exec Line Cross-Skill
JPMorgan Chase
03.2020 - 09.2022
- Provide exceptional customer experiences for Executive Line and Chase Private Clients by utilizing critical thinking and independent judgement to assist with client inquiries regarding deposit accounts and credit cards.
- Navigate multiple system applications to provide solutions while maintaining efficiency when interacting with clients.
- Demonstrate flexibility and adaptability in fast-paced, results-driven environment.
- Follow all department policies and procedures in order to ensure regulatory compliance.
Chase Private Client Specialist
JPMorgan Chase
11.2020 - 03.2022
- Assisted with general banking needs and technical support for affluent clients.
- Evaluated client profiles to identify new opportunities and offered solutions to meet their financial goals while exceeding firm's sales, productivity and client satisfaction goals.
- Advocated for high net wealth clients by serving as liaison with upper management and branch staff daily to achieve acceptable solutions.
- Utilized negotiation and problem-solving skills in escalated situations to ensure client retention and loyalty.
Research Support Specialist
JPMorgan Chase
05.2008 - 11.2020
- Utilized case management database to organize and promptly respond to escalated complaint cases and technical support issues.
- Documented review and investigation process followed for each complaint to ensure that regulatory, legal, bank, and audit requirements were met.
- Coordinated with multiple back office support teams, branch management, and Executive Office to resolve complex issues.
- Partnered with Training and Development Services to serve as peer coach for new hires and to assist with development and dissemination of training materials and resources for department new hires.
Account Specialist I
JPMorgan Chase
05.2000 - 05.2008
- Presented products and services to customers using in-depth knowledge to answer questions.
- Investigated and resolved account issues by offering applicable options to customers.
- Maintained friendly and professional customer interactions.
Education
Certification - Human Resources Management
Southern New Hampshire University
Hooksett, NH05.2022
Bachelor of Arts - Corporate Communications
University of Houston
Houston, TX12.2006
Skills
- Critical thinking within fast-paced, rapidly evolving environment
- Comfortable navigating in multiple systems to provide comprehensive customer service experience
- Recent addition of credit card servicing competency
- Proficient in Microsoft Office
- Able to meet and exceed expectations for fundamental components of performance metrics (schedule adherence, quality assessments, average handle time, etc)
Affiliations
- Member, Society of Human Resource Management
Timeline
Executive Office Analyst IV, Jamie Dimon Hotline
JPMorgan Chase
09.2022 - Current
Chase Private Client Specialist
JPMorgan Chase
11.2020 - 03.2022
CPC Account Specialist III/ Exec Line Cross-Skill
JPMorgan Chase
03.2020 - 09.2022
Research Support Specialist
JPMorgan Chase
05.2008 - 11.2020
Account Specialist I
JPMorgan Chase
05.2000 - 05.2008
Certification - Human Resources Management
Southern New Hampshire University
Bachelor of Arts - Corporate Communications
University of Houston
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