Monica Bustamante
Chicago,Illinois
Overview
4
4
years of professional experience
Work History
Field Service Technician
Hyosung USA
Chicago, Illinois
04.2023 - 04.2024
- Provided on-site technical support and maintenance services for Hyosung ATM and TCR machines, ensuring optimal performance and client satisfaction.
- Collaborated with team members to create strategic plans for optimizing service routes and distributing service areas efficiently, resulting in improved response times and customer satisfaction.
- Diagnosed and resolved hardware and software issues, achieving a 90% resolution rate within SLA.
- Conducted preventive maintenance checks and scheduled repairs, minimizing downtime and maximizing machine uptime.
- Delivered comprehensive training sessions to clients on machine operation, maintenance, and troubleshooting procedures, enhancing client self-sufficiency and reducing service calls
Merchant Services – Client Operations
JPMorgan Chase & Co
Chicago Heights, Illinois
02.2021 - 03.2023
- Utilized PeopleSoft as the main tool to effectively handle and oversee client data, cases, and associated processes in the Merchant Services division.
- Developed, maintained, and broadened partnerships with internal and external clients, resulting in increased client satisfaction by 20%.
- Managed and supported resolution of complex and escalated client inquiries, utilizing PeopleSoft case management features to track and monitor case lifecycles.
- Delivered value-added solutions to clients, identifying and promoting service improvements, efficiencies, and opportunities in a timely manner.
- Handled reporting and administrative tasks including metrics, start of day/end of day productivity, etc., ensuring accurate and timely reporting.
Diversity & Inclusion Intern
United Airlines
Chicago, Illinois
01.2020 - 07.2020
- Supported team members globally to meet company set targets and key performance indicators, resulting in a 15% increase in diversity participation.
- Increased volunteer support numbers through the planning and execution of awareness events, contributing to a more inclusive workplace culture.
- Managed internal inquiries leading to the expansion of United’s Business Resource Groups, nurturing diversity and inclusion at all levels of the organization.
- Spearheaded the opening of positions for various Business Resource Groups (BRG).
- Collected data from surveys issued to internal business units to identify additional diversity opportunities, leading to the implementation of targeted diversity initiatives.
Education
Professional Development Certificate - Investment Operations
Year Up
Chicago, IL07-2020
Professional Bank Certificate - Banking And Financial Support Services
Harold Washington College
Chicago, IL12-2019
High School Diploma -
Colegio Angel De La Guarda
Venezuela08-2017
Skills
- Bilingual; English/Spanish
- Microsoft Office (Word, Excel, PowerPoint)
- PeopleSoft proficiency
- Exceptional relationship skills
- Schedule Coordination
- Superior customer service
- Salesforce
- Self-motivation and a drive to learn
- Thrive in team environments
- Data Entry
Timeline
Field Service Technician
Hyosung USA
04.2023 - 04.2024
Merchant Services – Client Operations
JPMorgan Chase & Co
02.2021 - 03.2023
Diversity & Inclusion Intern
United Airlines
01.2020 - 07.2020
Professional Development Certificate - Investment Operations
Year Up
Professional Bank Certificate - Banking And Financial Support Services
Harold Washington College
High School Diploma -
Colegio Angel De La Guarda