Tammy Francois
Ocoee
Summary
Workforce Planning Quality Analyst with a strong background at JP Morgan Chase, emphasizing quality assurance and process optimization. Skilled in leveraging analytical capabilities to boost operational efficiency and maintain compliance. Key accomplishments include major improvements in operational standards and effective workforce planning. Consistent delivery of exceptional results through collaborative efforts and strategic initiatives.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Workforce Sr Specialist I
JP Morgan Chase
Heathrow
11.2020 - Current
- Efficiently managed employee scheduling by addressing flexible scheduling requests, and updating attendance records.
- Identified areas for process improvement through detailed analysis of operations.
- Developed prompt, customized solutions based on customer needs assessment.
- Conducted reviews of workflows to determine optimization opportunities.
- Presented analytical findings to business leaders for informed decision-making and enhancements.
- Coordinated with internal teams to complete daily assignments and meet deadlines.
Workforce Quality Analyst (JEP)
JP Morgan Chase
Heathrow
12.2024 - 06.2025
- Communicated pass/fail outcomes from quality reviews to line of business owners.
- Partnered with cross-functional leadership to drive impactful process improvements.
- Reviewed customer feedback, identifying key opportunities for product quality enhancements.
- Maintained documentation of quality reviews for compliance and scorecard purposes.
- Evaluated disputed documents, offering essential evidence for decision-making processes.
- Provided stakeholders with findings from error trending analysis, guiding strategic improvements.
Service Specialist II
JP Morgan Chase
Heathrow
10.2004 - 11.2020
- Ensured timely resolution of customer complaints through prompt action.
- Facilitated customer discussions to uncover needs and provide answers.
- Detailed benefits and drawbacks of financial products for enhanced understanding.
- Provided tailored strategies for clients to meet financial aspirations.
- Responded quickly to inquiries about accounts and available services.
- Clarified complex financial plans using straightforward language.
Customer Services Advocate
Bank of America
Richmond
07.2000 - 08.2004
- Facilitated customer conversations to identify needs, resolve issues, and clarify product information.
- Maintained up-to-date knowledge of internal policies and company offerings to enhance service delivery.
- Developed strong customer relationships that supported business development and increased product understanding.
Education
High School Diploma -
John Marshall High School
Richmond, VA05-2000
Skills
- Organizational skills
- Process improvement
- Root cause analysis
- Time management
- Analytical skills
- Quality assurance
- Dispute resolution
- Workforce planning
- Microsoft Office proficiency
- Data analysis
- Team collaboration
- Attention to detail
- Critical thinking
- Trend analysis
- Quality improvement
- Procedural updates
Certification
- Tableau certified
Accomplishments
- Proven track record regarding ability to build good working relationships and influencing positive change.
- High level of business operations & procedures along with the ability to tie into business fundamentals.
References
References available upon request.
Timeline
Workforce Quality Analyst (JEP)
JP Morgan Chase
12.2024 - 06.2025
Workforce Sr Specialist I
JP Morgan Chase
11.2020 - Current
Service Specialist II
JP Morgan Chase
10.2004 - 11.2020
Customer Services Advocate
Bank of America
07.2000 - 08.2004
High School Diploma -
John Marshall High School