Summary
Overview
Work History
Education
Skills
Timeline
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Paul Harrell

Reynoldsburg

Summary

Detail-oriented professional with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking a proactive approach to identifying and addressing issues, with a focus on optimizing processes and supporting team objectives.

Overview

18
18
years of professional experience

Work History

Senior Product Associate

JPMorgan Chase
05.2024 - Current
  • Collaborated with stakeholders to clarify relationship of business and project goals, gathered, analyzed and scheduled requirements.
  • Drove continuous improvement initiatives within the department by fostering a culture of innovation and collaboration among team members.
  • Implements initiatives enhancing debit products, resolving production issues to meet the needs of the business and customer.
  • Ensured enhancements were delivered on time, within budget and to the satisfaction of all stakeholders.

Product Manager II

JPMorgan Chase
03.2022 - 04.2024
  • Analyzed and reported on escalation and complaint volume and trends in the Monthly Business Review tied to Enhance Customer Experience Objective and Key Results.
  • Advocated for stakeholders gathering insightful data for future enhancements.
  • Trusted point of contact for production issues and escalations.
  • Completed scoping and execution of an Action Plan to provide communications in firm wide approved ADA formats.
  • Fostered a collaborate environment and encouraged open communication and cooperation.
  • managed complaint volumes,
  • Communicated effectively with team members to deliver updates on project milestones and deadlines.
  • Coordinated project planning and execution of card carriers.


Business Analyst II

JPMorgan Chase
01.2014 - 03.2022
  • Implement coordinated enterprise releases, support demand management requirements, identify cross impacts to enhance user experience, and engage in the full project lifecycle through post-implementation validation.
  • Successfully managed complex debit projects across multiple releases, including provisioning for digital wallet products, debit cards with chip technology, and reloadable prepaid cards (Liquid and Starbucks Rewards).
  • Provided comprehensive support for debit products, requiring a clear understanding of system functionality, parameters, and cross-impacted applications .
  • Efficiently researched Executive Office and Legal requests, engaging necessary resources to determine root cause in a timely manner.
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.
  • Collaborated with development teams to identify and resolve production defects, ensuring seamless operations.
  • Coordinated the testing and validation process for banker-facing comments and refunds, ensuring accuracy and compliance.

Vice President/Operations Manager

JPMorgan Chase
01.2007 - 01.2014
  • Managed a Debit Card contact center, supporting over 5,700 nationwide branches with inquiries related to ATM & Debit, Prepaid, Gift Cards, and Chase Debit reward programs.
  • Successfully managed a 65% annual increase in call volume, handling an average of 505,000 calls annually due to program changes
  • Expanded staff by 500% to support growth in consumer, business, and new product card services.
  • Consistently maintained an annual service level of 84%, ensuring calls were answered within 30 seconds or less.
  • Developed 3-year budget forecasts and revised staffing plans to meet projected needs.

Education

Bachelor of Science Degree - Marketing & Business Administration

Franklin University
Columbus, Ohio
01.1986

Skills

  • Effective time management
  • Proficient in analytical reasoning
  • Effective communication and negotiation
  • Collaborative team engagement
  • Establishing performance standards and goals
  • Procedure development
  • Design and execution of business objectives
  • Experience in multi-channel volume management

Timeline

Senior Product Associate

JPMorgan Chase
05.2024 - Current

Product Manager II

JPMorgan Chase
03.2022 - 04.2024

Business Analyst II

JPMorgan Chase
01.2014 - 03.2022

Vice President/Operations Manager

JPMorgan Chase
01.2007 - 01.2014

Bachelor of Science Degree - Marketing & Business Administration

Franklin University

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Paul Harrell