Summary
Overview
Work History
Education
Skills
Timeline
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Nicole DeGroff

Queen Creek,AZ

Summary

Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Updating policy procedures, and conducting zoom meetings to review, delegate, and track monthly QA progress.

Overview

10
10
years of professional experience

Work History

QA Analyst

JPMorgan Chase
07.2022 - Current
  • Developed and maintained quality assurance procedure documentation.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Participated in departmental meetings to establish short- and long-term strategy.
  • Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
  • Hosting Zoom meetings to track monthly progress.
  • Working in excel to create and retain procedures and checklists.

Credit Support Specialist

JPMorgan Chase
03.2019 - 07.2022
  • Reviewed financial statements and identified inconsistencies and inaccuracies.
  • Monitored financial covenant tracking system to verify compliance.
  • Assisted in preparation of credit quality review packages.
  • Maintained statement tracking system and prepared reports with compiled customer financial information.
  • Complied with internal controls and government regulations.

Personal Banker

JPMorgan Chase
02.2017 - 03.2019
  • Worked closely with management to strategize sales techniques to increase branch production and customer service.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Cross-sold bank products and services to meet customer needs and provide options.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities.

Lead Teller

Wells Fargo
04.2015 - 02.2017
  • Managed daily bank operations by processing customer transactions and providing exceptional customer service.
  • Recognized and prevented fraudulent activities and suspicious transactions.
  • Mentored and trained new tellers on bank procedures and customer service standards.
  • Introduced customers to other bank team members to help meet financial needs.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Answered inquiries regarding checking and savings accounts and other related products.
  • Created teller schedule to keep weekly and weekend shifts properly staffed.
  • Enforced compliance with bank regulations and policies to reduce financial risks.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Identified potential needs through observation, questioning, and listening.
  • Developed and implemented innovative strategies to improve customer satisfaction and increase sales.

Insurance Appointment Setter/Customer Service

12.2013 - 03.2015
  • Provide superior phone service to clients
  • Setup and assist clients with individual insurance reviews
  • Maintaining consistent and exceptional call quality
  • Meet or exceed company and agent quotas
  • Additional ability to assist in Dental calls and appointments

Education

Certificate of Dental Assistance -

Carrington College
2013

High School Diploma - undefined

Red Mountain High School
2012

Skills

  • Procedures Audit Processes
  • Special Assignments
  • Quality Deliverables
  • Quality Improvement
  • Production Monitoring and Assessment
  • Procedural Updates
  • Daily Status Reports
  • Team Meetings
  • Excel
  • Regulatory Requirements

Timeline

QA Analyst

JPMorgan Chase
07.2022 - Current

Credit Support Specialist

JPMorgan Chase
03.2019 - 07.2022

Personal Banker

JPMorgan Chase
02.2017 - 03.2019

Lead Teller

Wells Fargo
04.2015 - 02.2017

Insurance Appointment Setter/Customer Service

12.2013 - 03.2015

Certificate of Dental Assistance -

Carrington College

High School Diploma - undefined

Red Mountain High School

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Nicole DeGroff