Kris Worthy
Goodyear,USA
Summary
Results-driven professional with strong analytical, communication, and problem-solving skills. Experienced in resolving complex client issues, identifying root causes, and implementing process improvements to enhance customer satisfaction. Recognized for reliability, attention to detail, and consistently delivering timely, effective solutions.
Overview
9
9
years of professional experience
Work History
Global Financial Crimes Investigator
Bank of America
Phoenix, AZ
03.2024 - 04.2025
- Investigated complex financial account concerns, including transaction discrepancies and processing irregularities, ensuring accurate and thorough resolution.
- Analyzed financial statements, transactional data, and internal processes to determine root causes and prevent recurrence of issues.
- Served as a key point of coordination between operations, compliance, and service teams to facilitate timely and effective case resolution.
- Monitored case progress from intake through closure, maintaining accountability and meeting defined service-level expectations.
- Identified trends across cases and recommended process enhancements to strengthen controls and improve overall service reliability.
- Managed a high-volume caseload while maintaining exceptional attention to detail and adherence to regulatory standards.
- Exercised objective judgment to ensure fair, balanced outcomes in sensitive financial matters.
Quality Analyst
Bank of America
Phoenix, AZ
05.2022 - 03.2024
- Evaluated customer service interactions to identify service gaps, performance trends, and opportunities to enhance the overall client experience.
- Delivered structured, actionable feedback to representatives aligned with service standards and customer satisfaction objectives.
- Conducted one-on-one coaching sessions to strengthen communication skills, improve resolution effectiveness, and drive performance improvement.
- Performed detailed quality assurance reviews using established evaluation frameworks to ensure consistency, accuracy, and professionalism in customer interactions.
- Led weekly performance audits, providing data-driven insights and practical recommendations to elevate service delivery standards.
- Ensured strict adherence to company policies, regulatory requirements, and operational procedures within customer-facing environments.
- Collaborated with cross-functional stakeholders to develop and implement strategies aimed at improving service efficiency and customer satisfaction outcomes.
- Managed competing priorities while consistently meeting deadlines and maintaining high-quality, detail-oriented deliverables.
- Actively pursued ongoing professional development to strengthen industry knowledge, service best practices, and operational expertise.
Account Resolution & Remediation Specialist
Merrill Edge
Chandler, AZ
04.2019 - 05.2022
- Resolved improperly or incompletely closed accounts, including low- and zero-balance accounts, in partnership with Business Controls and Supervision to ensure accuracy and regulatory compliance.
- Reviewed and assessed account restrictions, conducting detailed research to determine eligibility for reinstatement and restoring account features when appropriate.
- Provided critical stop-gap operational support to mitigate urgent audit findings and reduce potential client experience risks.
- Performed comprehensive account-level reviews, system updates, and operational research to ensure data integrity and accurate record maintenance.
- Enhanced and standardized training processes related to pending defect (PENDF) workflows, improving clarity and consistency across the team.
- Trained and mentored peers on account restriction protocols and remediation procedures to strengthen overall team performance.
- Solely managed PENDF processes firm-wide while maintaining an audit quality rating above 90%, demonstrating accuracy, accountability, and attention to detail.
Merchant Services Operations Support
JPMorgan Chase
Tempe, AZ
01.2016 - 04.2019
- Participated in ongoing professional development initiatives to expand subject matter expertise and supported the onboarding and training of associates on new and existing operational processes.
- Assessed client needs and recommended appropriate service solutions aligned with their business objectives and processing requirements.
- Maintained strict adherence to company policies, procedures, and quality standards to ensure accurate and compliant service delivery.
- Educated clients on billing processes, payment workflows, and support procedures to enhance understanding and reduce service-related inquiries.
- Utilized CRM systems to document client interactions, monitor activity, and ensure timely follow-up and resolution of outstanding matters.
- Processed purchase orders and invoices with accuracy, ensuring proper documentation and timely payment coordination.
Education
High School Diploma -
Centennial High School
Glendale, AZSkills
- Dedicated to Client-Centric Problem Solving
- Exceptional Customer Service & Support
- Clear & Persuasive Communication (Written & Verbal)
- Effective Time Management in Fast-Paced Environments
- Detail-Oriented Organization & Process Accuracy
- Analytical mindset
Timeline
Global Financial Crimes Investigator
Bank of America
03.2024 - 04.2025
Quality Analyst
Bank of America
05.2022 - 03.2024
Account Resolution & Remediation Specialist
Merrill Edge
04.2019 - 05.2022
Merchant Services Operations Support
JPMorgan Chase
01.2016 - 04.2019
High School Diploma -
Centennial High School