Stephanie Acosta
Sanford,FL
Summary
Results-driven professional with a strong background in vendor management, operations call center environment, and process optimization. Detail-oriented and highly organized, with expertise in quality review development, system enhancements, and risk mitigation. Proven ability to drive efficiency, streamline processes, and contribute to business-wide initiatives.
Overview
11
11
years of professional experience
Work History
Vendor Management Sr Specialist II
JPMorgan Chase & Co.
Heathrow, USA
04.2024 - Current
- Manage vendor issues in Recovery Collections, ensuring swift resolution and compliance.
- Conduct quality reviews, maintain vendor communication, and support audits effectively.
- Verify account actions for policy adherence, escalating errors for process improvement.
- Monitor productivity standards, providing feedback to enhance team performance.
- Facilitate vendor and Control partner collaboration, ensuring seamless operations.
- Collaborated with teams to improve communication with vendors, fostering strong relationships and promoting a culture of transparency.
- Actively engaged in continuous learning and development, demonstrating a commitment to punctuality and a strong work ethic.
Account Specialist II
JPMorgan Chase & Co.
Heathrow, USA
06.2022 - 04.2024
- Managed a high volume of inbound calls delivering comprehensive support for financial products (retail and credit cards)
- Utilized customer service expertise to interpret needs and deliver continuous insights
- Navigated multiple computer systems with efficiency, demonstrating adaptability and resilience
- A top performer working both independently and collaboratively to drive team success and achieving goals
- Followed all regulatory and departmental practices and procedures diligently
- Took ownership of each customer interaction while treating them with respect and responding with empathy
- Conducted meetings, created agendas and led a cross-training class (Project)
- Assisted in developing new specialists and those in cross-functional training within the Line of Business
- Collaborated with leadership to achieve departmental goals and created PowerPoint presentations
- Utilized MS Teams, Microsoft Office, Webstats, Operations Desktop, First Assist, TSYS (C3), Customer Assist, Admin Tool for card and retail services
Transportation Security Officer
Department of Homeland Security
05.2015 - 04.2022
- Utilized advanced screening technologies to detect and prevent hazardous items in baggage, cargo, and on passengers
- Conducted thorough searches, including direct interaction with the public, and performed pat downs, as well as handling and transporting personal belongings
- Managed and operated high-value equipment, such as explosive detection systems and body scanners, ensuring proper usage and maintenance
Education
Bachelor of science - Business Analytics
Oregon State University
06.2027
Skills
- Product & Project management
- Agile Methodologies (Jira, Confluence)
- Cross-Functional Team Leadership
- Process Optimization & Operational Support
- Training & Onboarding Development
- User Experience & Feedback Analysis
- Jira/Jira Align
- Confluence
- Data analysis
- Microsoft Excel, Tableau
- Vendor management
- Quality Assurance & Risk Management
- Vendor & Stakeholder Relationship Building
- Strategic planning and problem solving
- Bilingual: English & Spanish
Projects
- Development Center Coach
- Leadership Acceleration Program
- Talent Training
- Fast Forward Program
Timeline
Vendor Management Sr Specialist II
JPMorgan Chase & Co.
04.2024 - Current
Account Specialist II
JPMorgan Chase & Co.
06.2022 - 04.2024
Transportation Security Officer
Department of Homeland Security
05.2015 - 04.2022
Bachelor of science - Business Analytics
Oregon State University