Summary
Overview
Work History
Education
Skills
Timeline
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Patrice Wheeler

Bedford,USA

Summary

Quality Analyst with extensive experience at JP Morgan Chase, specializing in quality assurance and compliance. Proven ability to train teams and optimize processes, resulting in significant product quality enhancements. Recognized for exceptional customer service and meticulous attention to detail in quality control activities.

Overview

25
25
years of professional experience

Work History

Customer Service/Data Entry Processor

CGI Insurance Services
Fort Worth, TX
08.2000 - 02.2025
  • Inputted customer data into a computerized database in a timely and accurate manner.
  • Analyzed data for discrepancies, corrected errors, and removed duplicate information.
  • Collaborated with other departments to resolve inquiries regarding entered data.
  • Updated existing databases with new information, as required.
  • Screened and regularly answered calls to provide assistance to important clients.
  • Answered incoming phone calls and directed callers to the appropriate departments and personnel.
  • Exceeded quality goals to support team productivity.
  • Stored hard copies of data in organized files to optimize retrieval.
  • Contacted customers via phone or email to address data inquiries.

Quality Analyst

JP Morgan Chase
Plano, TX
08.2008 - 06.2024
  • Assisted in the development of Quality Assurance procedures and protocols.
  • Ensured compliance with company standards, regulations and procedures related to quality control.
  • Analyzed customer complaints regarding product issues and provided solutions as needed.
  • Provided thorough documentation on all quality control activities and results.
  • Collaborated with cross-functional teams to develop and implement process improvements.
  • Evaluated performance metrics from existing processes to recommend improvements in product quality.
  • Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.

Customer Service Retention Specialist

Sprint PCS
Fort Worth, TX
02.2003 - 06.2005
  • Company Overview: Mobile Telephone Company
  • Responded to customer inquiries and complaints via phone, email, and in-person.
  • Provided detailed explanations of company products and services.
  • Maintained up-to-date knowledge of company policies and procedures.
  • Researched competitive offerings from other companies in the industry.
  • Managed a portfolio of accounts to ensure client retention goals were achieved.
  • Explained new products and services to customers.
  • Re-established customer's faith in company by providing best retention offers available.
  • Persuaded customers to retain services by offering discounts and special promotions on products and services.
  • Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns.
  • Used computers and job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
  • Ensured compliance with company standards, regulations and procedures related to quality control.
  • Evaluated performance metrics from existing processes to recommend improvements in product quality.
  • Monitored production processes for accuracy and conformance to established standards.
  • Collaborated with cross-functional teams to ensure that product specifications are met or exceeded.
  • Assisted in the development of Quality Assurance procedures and protocols.
  • Implemented corrective actions when necessary to improve overall product quality.
  • Compiled reports detailing findings from quality assurance testing activities.
  • Identified quality trends to investigate system flaws, process inefficiencies and training needs.
  • Conducted root cause analysis to investigate the source of problems in production process.
  • Provided thorough documentation on all quality control activities and results.
  • Mobile Telephone Company

MB QC Underwriting Specialist III

JP Morgan Chase
Lewisville, TX
  • Reviewed and evaluated loan applications for accuracy, completeness, and conformance to underwriting guidelines.
  • Analyzed financial information including credit reports, tax returns, bank statements and other documents.
  • Provided guidance to borrowers throughout the loan process.
  • Collaborated with lenders and brokers on various aspects of underwriting process.
  • Assessed risk of loans based on analysis of borrower's financial status.
  • Communicated with clients regarding the status of their loan application.
  • Presented findings to management team for review and approval.
  • Developed strategies to ensure compliance with all applicable laws and regulations.
  • Maintained detailed records related to underwriting decisions and actions taken.

Relationship Manager

JP Morgan Chase
Arlington, TX
  • Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
  • Identified customer needs, developed customized solutions, and provided knowledgeable advice.
  • Generated reports regarding customer interactions, performance metrics, revenue goals.
  • Assessed customer requirements on an ongoing basis in order to provide tailored solutions.
  • Ensured compliance with relevant laws and regulations when dealing with customers.
  • Established strong client relationships to drive business development.
  • Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
  • Collaborated with various departments to improve communication and deliver individualized customer solutions.
  • Conducted comprehensive relationship reviews to understand and develop solutions for client needs, partnering with specialists to resolve specific issues.

Customer Service/Call Center Agent, Inbound Sales

Washington Mutual
Arlington, TX
  • Answered customer inquiries via telephone and email in a timely manner.
  • Provided accurate information regarding products and services to customers.
  • Resolved customer complaints and ensured customer satisfaction.
  • Maintained detailed records of customer interactions and transactions.
  • Initiated proactive outbound calls to existing customers for sales or service follow-up.
  • Identified opportunities to upsell additional products or services to customers.
  • Performed data entry into internal systems such as CRM software or Excel spreadsheets.
  • Escalated complex issues to higher levels when necessary while providing updates to the customer on progress status.
  • Utilized problem solving techniques to identify root cause of customer issues quickly and accurately.
  • Adhered to all company policies related to call center operations including attendance guidelines.
  • Ensured compliance with applicable laws and regulations related to call center activities.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.

Education

Some College -

Jarvis Christian College
Hawkins, TX

High School Diploma -

John Tyler High School
Tyler, TX

Skills

  • Quality report preparation
  • Quality assurance and control
  • Training and development
  • Collaborative skills
  • Compliance expertise
  • Attention to detail
  • Problem-solving abilities
  • Decision-making proficiency
  • Customer service excellence

Timeline

Quality Analyst

JP Morgan Chase
08.2008 - 06.2024

Customer Service Retention Specialist

Sprint PCS
02.2003 - 06.2005

Customer Service/Data Entry Processor

CGI Insurance Services
08.2000 - 02.2025

MB QC Underwriting Specialist III

JP Morgan Chase

Relationship Manager

JP Morgan Chase

Customer Service/Call Center Agent, Inbound Sales

Washington Mutual

Some College -

Jarvis Christian College

High School Diploma -

John Tyler High School

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