Nikol Turner
Houston,TX
Summary
Dedicated professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
24
24
years of professional experience
Work History
Executive Office Business Analyst-Team Lead
JPMorgan Chase Bank, N.A
09.2019 - 11.2022
- Monitored written resolution letter queue daily to manage volume, prioritize, and distribute workload to team members.
- Executed new hires onboarding and learning plan.
- Guided six team members on resolving complex issues while adhering to bank regulations with emphasis on customer advocacy.
- Provided ad-hoc support to management as requested.
Executive Office Business Analyst
JPMorgan Chase Bank, N.A.
11.2014 - 08.2019
- Evaluated written resolution letters to ensure all customer’s concerns were addressed and complaint was properly channeled and resolved according to Executive Office procedures.
- Ensured written resolutions were accurately written, concise and grammatically sounded based on Executive Office standard writing style.
- Identified key issues, cause and effect relationships and gaps that impacted quality, accuracy and/or compliance.
Quality Assurance Analyst II/Know Your Customer
JPMorgan Chase Bank, N.A.
10.2013 - 10.2014
- Performed quality case review of narratives submitted by KYC Control Quality Analysts to ensure compliance with KYC/AML policy were met.
- Interacted with internal auditors and senior management during AML related audits, if necessary.
- Maintained knowledge of regulations applicable to business and role-specific requirements.
- Ensured client data, business activity, narrative, and documents were appropriate, fully supported, and clearly documented.
Quality Assurance Analyst
JPMorgan Chase Bank, N.A.
07.2008 - 09.2013
- Monitored, evaluated, and reported on performance of the customer service representative’s interactions with the customers against call center’s quality standards.
- Communicated feedback and findings to department managers and senior management in timely matter.
- Mentored and coached team members on QA topics and strategies.
Customer Service Representative
JPMorgan Chase Bank, N.A.
04.1999 - 07.2008
- Answered incoming calls/emails providing frontline customer support with product and service transactions
- Demonstrated excellent communication skills in resolving consumer complaints
- Mentored new employees on company operations, policies and procedures
- Managed and resolved customer’s complaints by answering supervisor escalated calls
Education
High School Diploma -
Robert E. Lee High School
Houston, TXSkills
- Superior ability to manage time to meet multiple priorities and deadlines
- Excellent verbal, written and interpersonal communication skills
- Staff training and development
- Self-motivated and able to work independently
Timeline
Executive Office Business Analyst-Team Lead
JPMorgan Chase Bank, N.A
09.2019 - 11.2022
Executive Office Business Analyst
JPMorgan Chase Bank, N.A.
11.2014 - 08.2019
Quality Assurance Analyst II/Know Your Customer
JPMorgan Chase Bank, N.A.
10.2013 - 10.2014
Quality Assurance Analyst
JPMorgan Chase Bank, N.A.
07.2008 - 09.2013
Customer Service Representative
JPMorgan Chase Bank, N.A.
04.1999 - 07.2008
High School Diploma -
Robert E. Lee High School
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