Summary
Overview
Work History
Education
Skills
Initiatives
Timeline
Generic

MAISHA RANDOLPH

Houston

Summary

Seeking a position utilizing eleven years of prior knowledge and experience with the opportunity for professional development and growth.

Overview

12
12
years of professional experience

Work History

Branch Complaint Escalation Group

JPMorgan Chase
03.2023 - 11.2024
  • Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
  • Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
  • Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
  • Prioritized urgent cases, ensuring prompt attention was given to mitigate potential escalations or legal issues.
  • Enhanced customer satisfaction by diligently addressing and resolving complaints in a timely manner.

Wire Specialist (Private Client)

JP Morgan Chase
09.2018 - 03.2023
  • Process wire transfers for clients maintaining a balance of $150,000 or more
  • Educate the clients on the requirements of the wire process
  • Execute both domestic and international wire transfers via phone and email
  • Developed strong relationships with internal stakeholders such as Relationship Managers, Compliance Officers, and Operations teams to ensure smooth transaction processing.
  • Supported business growth initiatives by conducting research on potential markets for expansion of wire services offerings.

Senior Banker(Private Client)

JP Morgan Chase
07.2017 - 09.2018
  • Proficient in Products and Services offered by Chase
  • Carried out special services for customers, such as ordering bank cards and checks
  • Provided online assistance
  • Developed long-lasting relationships with clients, resulting in an expanded customer base and increased referrals.
  • Managed a diverse portfolio of high-net-worth individuals, effectively addressing their banking and investment needs.

Consumer Online Technical Support(COTS)

JP Morgan Chase
01.2015 - 07.2017
  • Assist Consumer customers with various needs ranging from online services via website to setting up Personal Financial Management services
  • Provided daily dedicated support to consumer customers
  • Resolve escalated online issues
  • Enhanced system efficiency by identifying and resolving complex technical issues.
  • Improved end-user experience by providing efficient customer support on various technical issues, resulting in increased satisfaction rates.

Account Specialist I

JP Morgan Chase
05.2013 - 01.2015
  • Document customer account activities thoroughly and concisely
  • Strong customer focus with the ability to have detailed conversations with our customers
  • Make appropriate decisions on behalf of our customers quickly and effectively
  • Navigate multiple technologies while staying engaged with our customers
  • Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
  • Completed routine and complex account updates to resolve problems.

Education

Associates of Applied Science - Computer Electronic Engineering Technology

ITT Technical Institute
Houston, TX
09.2008

Skills

  • Follow-up skills
  • Problem-solving skills
  • Customer service excellence
  • Teamwork skills
  • Phone Etiquette
  • Call center experience

Initiatives

  • Peer Coach For the Leadership Program
  • Special Projects

Timeline

Branch Complaint Escalation Group

JPMorgan Chase
03.2023 - 11.2024

Wire Specialist (Private Client)

JP Morgan Chase
09.2018 - 03.2023

Senior Banker(Private Client)

JP Morgan Chase
07.2017 - 09.2018

Consumer Online Technical Support(COTS)

JP Morgan Chase
01.2015 - 07.2017

Account Specialist I

JP Morgan Chase
05.2013 - 01.2015

Associates of Applied Science - Computer Electronic Engineering Technology

ITT Technical Institute

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