Maritza Yurek Tellin
South Elgin,IL
Summary
Skilled Associate Business Analyst with experience in evaluating business performance and providing actionable insights. Strengths include data analysis and strategic planning. Recognized for enhancing operational efficiency by leveraging business intelligence tools and methodologies. Tireless team player with keen attention to detail. Committed to meeting customer needs and building business profit through expert process and product management.
Overview
16
16
years of professional experience
Work History
ASSOCIATE BUSINESS ANALYST
JPMORGAN Chase
Elgin, IL
09.2021 - Current
- Created performance metrics to effectively address budgeting and forecasting requirements.
- Utilized data analysis to determine discrepancies between established metrics and actual performance.
- Contributed to change control meetings by offering analysis of possible risks associated with proposed changes.
- Successfully fostered collaboration among executives, technology professionals, and clients in order to accomplish objectives.
- Conducted detailed root cause analysis to uncover potential areas for process optimization and cost reduction.
WORKFORCE MANAGEMENT ANALYST
JPMORGAN Chase
Elgin, IL
03.2010 - 09.2021
- Monitored service level for multiskilled specialists in real time.
- Analyzed off-phone time and employee movement to optimize service levels.
- Led the coordination of specialist meetings, coaching sessions, and department initiatives by integrating off-phone activities for enhanced performance.
- Ensure accurate and up-to-date scheduling in eWFM.
- Facilitated regular status calls with key business stakeholders.
- Provided tier 1 troubleshooting for business interruptions and escalated as necessary.
- Participated in regular forecasting calls at various frequencies.
CUSTOMER SERVICE REPRESENTATIVE
JPMORGAN Chase
Elgin, IL
02.2008 - 03.2010
- Answered customer inquiries via phone.
- Answered inquiries and provided accurate information regarding products and services.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Developed positive relationships with customers through friendly interactions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Education
Some College (No Degree) - Counseling Psychology
Capella University
Minneapolis, MN07-2028
Skills
- Data Analysis
- Requirements Gathering
- KPI Tracking
- Queue management
- Workforce Planning
- Problem-solving
- Critical thinking
- Communication
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
ASSOCIATE BUSINESS ANALYST
JPMORGAN Chase
09.2021 - Current
WORKFORCE MANAGEMENT ANALYST
JPMORGAN Chase
03.2010 - 09.2021
CUSTOMER SERVICE REPRESENTATIVE
JPMORGAN Chase
02.2008 - 03.2010
Some College (No Degree) - Counseling Psychology
Capella University