Monica Mcknight
JPMorgan Chase
Monroe,LA
1
Certification
12
years of professional experience
Transaction Specialist II Supervisor leading transaction processing teams, allocating and monitoring 50–100 items per day across queue management, work allocation, and escalation handling. Improves quality, accuracy, and SLA performance through exception management, root-cause fixes, and control adherence. Coaches 11+ team members through daily huddles, onboarding, and performance check-ins to keep throughput steady and audit readiness strong.
Work History
Transaction Specialist II Supervisor
1 Year 7 Months- - Supervised processing/servicing team: allocated work, managed queues/volumes, balanced coverage, handled escalations to optimize workflow.
- - SLA / KPI delivery: throughput, timeliness, error rates, backlog aging, client impact metrics; daily huddles and performance management.
- - Executed risk, controls, and compliance: enforced procedures, evidenced controls, ensured policy adherence, maintained audit readiness, remediated issues.
- - SLA / KPI delivery: throughput, timeliness, error rates, backlog aging, client impact metrics, daily huddles and performance management.
- - People leadership: coaching, 1:1s, training plans, new-hire onboarding, time/attendance, performance reviews (often with HR partnership).
- - Improved processes: identified defects, streamlined steps, collaborated with Ops Excellence/Lean, implemented change management for new procedures.
Customer Service Manager
1 Year- - Established and monitored performance benchmarks for call center employees to enhance service quality.
- - Resolved customer issues to promote high satisfaction and loyalty.
- - Developed process improvements, including new call center plans, to streamline operations.
Office Manager
6 Years- - Streamlined business accounting and invoicing processes in QuickBooks.
- - Document client records and information.
- - Maintained accurate client records and information to support business operations.
Call Center Manager
6 Years- - Developed quality assurance standards and established performance targets for all staff to enhance service quality.
- - Delegated tasks to staff while prioritizing goals to ensure efficient workflow and team alignment.
- - Utilized excellent communication skills to resolve product and consumer complaints, fostering customer satisfaction.
Education
Certified Clinical Medical Assistant
General Studies
Skills
Management
Customer service leadership
Decision making
Active listening
Stakeholder communication
Records management
Critical thinking
Quality assurance
Process improvement
Compliance monitoring
Performance dashboards
Customer complaint resolution
Employee coaching
Certification
- ABG Team Leadership
- Lean White Belt Certification
Timeline
Transaction Specialist II Supervisor
JPMorgan Chase
01.2025 - CurrentRead More
Customer Service Manager
Coast Professional
01.2024 - 01.2025Read More
Office Manager
Alexis Cherrell Holistic Wellness Spa
01.2018 - 01.2024Read More
Call Center Manager
Trubridge
01.2015 - 01.2021Read More
Carroll High School
General Studies
Read More
Carter’s Career Center
Certified Clinical Medical Assistant
Read More