Lori Yildiz
Eustis,FL
Summary
Results-oriented Business Analyst with expertise in documenting change requests and analyzing business processes. Proven ability to support system development and enhance operational efficiencies through effective collaboration.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Business Analyst
JP Morgan Chase
Lake Mary, FL
06.2022 - 01.2026
- Developed comprehensive business requirements documents for system enhancements and new initiatives.
- Collaborated with cross-functional teams to streamline processes and enhance operational efficiencies.
- Facilitated workshops to gather stakeholder feedback and ensure alignment on project goals.
Quality Analyst
JP Morgan Chase
Lake Mary, FL
04.2021 - 06.2022
- Conducted thorough quality assessments to ensure compliance with industry standards.
- Engaged with cross-functional teams to drive improvements in product quality and performance.
- Supported UAT sessions as needed to ensure system functionality met requirements.
Team Leader
JPMorgan Chase
Lake Mary, FL
09.2019 - 04.2021
- Led cross-functional teams to enhance operational efficiency and achieve project goals.
- Developed and implemented process improvements, resulting in streamlined workflows.
- Mentored junior team members, fostering professional growth and collaboration.
- Analyzed performance metrics to identify areas for improvement and drive decision-making.
- Oversaw project timelines and deliverables, ensuring adherence to organizational standards.
- Executed comprehensive interviews and hiring processes to secure top talent for team requisites.
- Designed and executed comprehensive training programs to onboard new hires and elevate skills of existing team members.
Unit Specialist
JP Morgan Chase
Lake Mary, FL
04.2018 - 09.2019
- Developed and delivered comprehensive training sessions for new employees, promoting a culture of compliance within the organization.
- Analyzed existing processes and introduced enhancements aimed at improving overall satisfaction for employees and customers.
- Executed quality reviews of closed cases to uphold regulatory and compliance standards.
- Conducted performance-focused coaching for team members to elevate collective productivity and effectiveness.
- Supported team leaders in operational execution and effective meeting coordination.
Escalated Complaints Specialist
JP Morgan Chase
Lake Mary, FL
02.2016 - 04.2018
- Resolved escalated customer complaints, ensuring timely and effective solutions.
- Collaborated with cross-functional teams to address systemic issues impacting customer satisfaction.
- Analyzed complaint data to identify trends and recommend process improvements.
- Trained and mentored junior staff on complaint resolution strategies and best practices.
- Conducted root cause analysis for recurring complaints, driving strategic initiatives for long-term resolution.
Coach
JP Morgan Chase
Lake Mary, FL
05.2014 - 02.2016
- Facilitated onboarding and training of new hires, delivering guidance and support throughout the learning process.
- Led training initiatives for new hires, focusing on module delivery and engagement. Guided role-playing sessions to simulate real-world phone interactions and scenarios.
- Delivered on-the-spot coaching and guidance to new hires during phone calls to foster skill development and improve team metrics.
- Provided leadership and strategic direction to transition assistants, fostering a collaborative and supportive environment.
Credit Card Collection Agent
JP Morgan Chase
Lake Mary, FL
09.2004 - 02.2016
- Executed credit card collections strategies to recover delinquent accounts and minimize financial losses.
- Leveraged customer service expertise to analyze customer needs and provide actionable insights.
- Operated multiple computer systems efficiently, showcasing adaptability and resilience.
- Ensured strict adherence to regulatory and departmental practices and procedures.
- Managed customer interactions with a focus on respect, empathy, and sound judgment.
- Exhibited adaptability and efficiency in high-pressure, results-oriented environments.
- Demonstrated rapid adaptability to new systems while embracing challenges as opportunities for growth.
- Oversaw high volume of inbound and outbound collections calls, ensuring comprehensive support for financial products.
- Structured payment plans with clients to ensure prompt resolution of outstanding debts.
- Evaluated customer financial situations to devise effective collection strategies and solutions.
Education
High School Diploma -
Okeechobee High School
Okeechobee, FLNo Degree - Chemistry
University of Central Florida
Orlando, FLSkills
- Data analysis
- Detail-oriented
- Software requirements specification
- Microsoft Office Suite
- Analytical thinking
- Business process improvement
- Team collaboration
- Quality assurance
Certification
- Licensed Alteryx Designer Core General Knowledge - Expires 04/22/027
- Getting Started with JIRA Training Packt Publishing - 03/06/2025
Timeline
Business Analyst
JP Morgan Chase
06.2022 - 01.2026
Quality Analyst
JP Morgan Chase
04.2021 - 06.2022
Team Leader
JPMorgan Chase
09.2019 - 04.2021
Unit Specialist
JP Morgan Chase
04.2018 - 09.2019
Escalated Complaints Specialist
JP Morgan Chase
02.2016 - 04.2018
Coach
JP Morgan Chase
05.2014 - 02.2016
Credit Card Collection Agent
JP Morgan Chase
09.2004 - 02.2016
High School Diploma -
Okeechobee High School
No Degree - Chemistry
University of Central Florida