MARIA ABREU
Groveland
Summary
Analytical and detail-oriented Business Analyst and Banking Professional with over 15 years of experience in financial services, case management, and customer support. Proven ability to gather business requirements, develop documentation, and recommend process improvements that enhance efficiency and reduce risk. Recognized for strong leadership, excellent communication skills, and the ability to thrive in fast-paced, high-volume environments.
Overview
20
20
years of professional experience
Work History
Business Analyst Specialist III
JPMorgan Chase
11.2020 - 08.2025
- Analyze business processes and recommend solutions to improve performance, reduce errors, and enhance efficiency.
- Deliver training to Team Leaders via Zoom and in-person on new systems, tools, and process improvements.
- Manage bi-weekly time and attendance submissions, ensuring accuracy and compliance.
- Monitor daily case management logs to identify trends, mitigate risks, and maintain policy adherence.
- Collaborate cross-functionally to streamline workflows and support quality assurance programs.
Bilingual Credit Card Collections Specialist II
JPMorgan Chase
10.2016 - 11.2020
- Managed inbound and outbound collections calls while educating customers on hardship programs and payment options.
- Ensured compliance with regulatory and company policies, maintaining accurate documentation.
- Ranked among top performers for call quality, resolution rate, and customer satisfaction.
- Provided empathetic, clear communication to customers in both English and Spanish.
Supervisor / Senior Customer Service Representative
Fulton Bank
09.2008 - 07.2016
- Supervised branch operations ensuring compliance, accuracy, and superior customer service.
- Processed account openings, closures, and loan applications while upholding security and confidentiality.
- Identified cross-selling opportunities and referred clients to financial partners to achieve branch goals.
- Trained and mentored new hires on banking systems, procedures, and customer interaction best practices.
Customer Service Representative
Commerce Bank
07.2005 - 08.2008
- Delivered exceptional customer service by explaining promotions and account features.
- Consistently exceeded daily sales and productivity goals.
- Supported branch operations with cash management and client education.
- Maintained customer satisfaction by addressing needs and resolving concerns promptly.
Education
Graduate -
Chase Talent Training Program
Heathrow, FL07.2008
High School Diploma - undefined
Perth Amboy High School
Perth Amboy, NJ06.2001
Skills
- Data Analysis
- Business Analysis & Process Improvement
- Case Management & Risk Mitigation
- Team Collaboration & Training
- Performance Optimization
- Bilingual Communication (English/Spanish)
- Microsoft Office, Outlook, WFO, Alvaria, WebStats, Eput, CCB
Languages
Spanish
Native or Bilingual
Timeline
Business Analyst Specialist III
JPMorgan Chase
11.2020 - 08.2025
Bilingual Credit Card Collections Specialist II
JPMorgan Chase
10.2016 - 11.2020
Supervisor / Senior Customer Service Representative
Fulton Bank
09.2008 - 07.2016
Customer Service Representative
Commerce Bank
07.2005 - 08.2008
High School Diploma - undefined
Perth Amboy High School
Graduate -
Chase Talent Training Program