Terria Benson
Gilbert,AZ
Summary
Talented Senior Leader with excellent employee development, customer service and analytics skills coupled with more than 20 years of experience. Passionate about Diversity, Equity and Inclusion, applying excellent organization and communication skills to manage and lead teams. Ready to ensure operations run effortlessly while delivering outstanding customer service.
Overview
15
15
years of professional experience
Work History
Vice President, Operations Site Manager
JPMorgan Chase - Retail Home Lending
08.2019 - Current
- Demonstrated proficient leadership skills to motivate employees and build competent teams
- Hired and managed employees to maximize productivity while training staff on best practices and protocols
- Improved the Greater West and North East customer service percentage by 20% over a 6-month period, focusing on customer service process improvements
- Collaborated with Senior Management to develop strategic initiatives and long term goals
- Established performance goals for the department and provided methods for reaching milestones
Senior Team Manager
JPMorgan Chase - Retail Home Lending
08.2016 - 08.2019
- Evaluated employee performance, coached and trained team members, increased quality of work and employee motivation
- Cultivated positive, productive team environments, resolving conflicts quickly
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures
- Implemented training programs to maximize team member development and potential
- Managed 7+ managers with 15+ direct reports. Liaise with partners and built professional relationships. Anticipated departmental/client needs and proposed proactive solutions to potential issues
- Tracked multiple concurrent priorities and projects while meeting deadlines in a timely fashion. Met and surpassed operational targets for categories including call monitoring, customer service, cycle time, funding and quality
Production Manager
JPMorgan Chase - Retail Home Lending
07.2011 - 08.2016
- Resolved issues quickly to maintain productivity goals
- Reviewed work for quality and compliance with company standards and design specifications
- Standardized production procedures, job roles, and quality assurance guidelines
- Managed continuous improvement initiatives to drive gains in quality, flow and output
- Partnered with leadership on recruiting, hiring and coaching production personnel
- Delivered direct feedback to senior management regarding project visibility and status
Production Supervisor
JPMorgan Chase - Retail Home Lending
05.2009 - 07.2011
- Resolved issues quickly to maintain productivity goals
- Managed team of 8-10 production associates, overseeing productive production processes and meeting all deadlines
- Established clear priorities and production quality standards
- Prepared in advance for and addressed production problems, material deficits, system failures and unavoidable delays
- Coordinated with other departments to maintain smooth and efficient product flow
- Evaluated team member performance regularly to identify and resolve productivity concerns
Education
Bachelor of Science - Finance
Delaware State University
Dover, DESkills
- Customer Service Management
- Diversity, Equity and Inclusion
- Strategic Planning and Execution
- Recruit, Hire and Develop high performance teams
- Capital Spending
- Leadership Training
- Process Improvement
- Quality Assurance
- Performance Improvement
- Staff Development
- Performance Analysis
Accomplishments
- Employed and managed teams of up to 12 directs and 150 team members
- Achieved 90% CSAT by completing the Partner Accountability process with accuracy and efficiency
- Collaborated with team of 10 in the development of Chase File Manager
- Secured partnerships with the East and West Sales division
- Proposed new practices to help enhance production and improve team morale
- Cultivated a collaboration between specialized departments to help highlight "One Chase"
Affiliations
- DE&I Council
- Black Organization for Leadership and Development
- Women on the Move
- Phoenix Culture Council
Timeline
Vice President, Operations Site Manager
JPMorgan Chase - Retail Home Lending
08.2019 - Current
Senior Team Manager
JPMorgan Chase - Retail Home Lending
08.2016 - 08.2019
Production Manager
JPMorgan Chase - Retail Home Lending
07.2011 - 08.2016
Production Supervisor
JPMorgan Chase - Retail Home Lending
05.2009 - 07.2011
Bachelor of Science - Finance
Delaware State University