Shirley Arce
Katy,TX
Summary
Proven specialist at JPMorgan Chase, adept in handling complex customer issues with a blend of compassionate communication and assertiveness. Excelled in enhancing customer satisfaction and streamlining resolution processes, demonstrating exceptional problem-solving abilities and professionalism. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
13
13
years of professional experience
Work History
Chase Executive Office Intake Specialist
JPMorgan Chase
06.2023 - 10.2024
- Handles complex customer issues related but not limited to Regulatory complaints from Consumer Financial Bureau (CFPB) and he office of the Comptroller of the currency (OCC), Congressional inquiries, media issues, legal issues, Executive inquiries for consumer, Sales Practice Misconduct, and Employee Improper Misconduct.
- Document detailed case information appropriately as required by Executive Office processes and procedures (data input reporting).
- Communicates professionally with customers and with all lines of businesses across all regions.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
Telephone Customer Service Representative
JPMorgan Chase
05.2011 - 06.2023
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Exceeded performance targets by consistently handling a high volume of calls with accuracy and professionalism.
- Streamlined issue resolution processes, leading to quicker response times for customers in need of assistance.
- Improved overall call center metrics by maintaining low average hold times and high first-call resolution rates.
- Maintained comprehensive knowledge of products and services, ensuring accurate information delivery to customers.
- Participated in ongoing training programs to stay updated on industry trends, policy changes, and product developments.
Education
High School Diploma -
Cypress Ridge High School
Houston, TX05-2008
Skills
- Compassionate communication
- Assertiveness
- Follow-up skills
- Cross-cultural sensitivity
- Scheduling appointments
- Problem-solving aptitude
- Time management abilities
- Professionalism
- Multitasking
- Problem-solving abilities
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Chase Executive Office Intake Specialist
JPMorgan Chase
06.2023 - 10.2024
Telephone Customer Service Representative
JPMorgan Chase
05.2011 - 06.2023
High School Diploma -
Cypress Ridge High School
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