Tiana L. Cade
Columbus
Summary
To secure a challenging position within organization and to expand my learnings, knowledge, and skills. In addition, I seek to secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company. I am an initiative-taker with excellent analytical, communication and critical thinking skills.
Overview
15
15
years of professional experience
Work History
Pricing Quality Operations Quality Specialist
JP Morgan Chase
06.2021 - Current
- Primary function is to review and distribute daily populations via the Management Information System (MIS) for loans in process
- Review loans which are in process to ensure customers eligible for rate discount based on Existing Deposit & Investment (D&I) prior to closing in addition to adjusting loans that are eligible for discounts by making the required adjustment to drive the correct pricing rate discount and/or processing fee reduction where applicable
- Confirm correct relationship pricing discounts are applied to loans which are based on the Customers total assets held with Chase are calculated in system of record
- Responsible identifying for raising systemic and reporting issues to managements as well as delivering a solution to provide the best external and internal Customer experience
Executive Office Specialist
JP Morgan Chase
06.2020 - 06.2021
- Knowledgeable of products and services for all lines of businesses in card servicing
- Identify and summarize complex customer issues that may result in advanced issue resolution
- Decision and identify escalated Customer issues
- Speak with and de-escalate distressed customers
- Abide by all applicable regulatory and department practices and procedures
- Effectively prioritize work, and approach problems logically and with good judgment to ensure the appropriate customer outcome
Client Service & Business Analyst
JP Morgan Chase
10.2016 - 05.2020
- Participated in various projects and feedback sessions to positively impact workflow, policies and procedures and system enhancements
- Completed Daily Management Information System reporting (MIS): Developed a KPI Dashboard to provide an overview of how the business is performing against departmental goals
- Partnered with stakeholders to analyze and develop data
- Extracted and analyze data for reporting and analysis
- Completed and present Monthly Business Review (MBR) to Senior Leadership and Executive Leadership
- Expanded Client facing role; partnered with stakeholders to develop Client workflow and scorecard
- Dedicated point of contact for external large revenue Clients
- Maintained existing relations and present reporting and analysis for internal and external Client Facing meeting
- Facilitated Front End Dispute training
- Developed Team Members through coaching performance, completing performance reviews, goal setting and development planning
- Worked on the curriculum teams as a subject matter expert and assist with development of assessments, activities, and participant materials
- Promote diversity and create a respectful work environment!
- Review training evaluation results provided by the trainees to ensure effectiveness of programs and makes/recommends modifications, as necessary
Team Lead
JP Morgan Chase
07.2015 - 10.2016
- Answered team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
- Completed monthly quality audits
- Conducted team meetings to update members on best practices and continuing expectations
- Managed complex calls and conduct special research assignments to respond to operation’s needs
- Coached to develop top performers
- Monitored team chats to answer and address peer questions or concerns knowledgeably and thoroughly
- Managed inventory including and checked daily Service Levels
Dispute by Phone/Visa Re-presentment Specialist
JP Morgan Chase
09.2009 - 07.2015
- Researched credit card disputes and build dispute cases to recover funds
- Confirmed accurate and appropriate responses to disputes
- Analyzed information, think through difficult problems, and make critical decisions based on limited information
Education
Ashford University - Business Administration
Ashford University
San Diego, California01.2019
Skills
- Critical Thinking
- Written Communication
- Verbal Communication
- Microsoft Office Suite
- SharePoint
- Leadership
- Teamwork
- Organizational Skills
- Assessment Skills
- Prioritization Skills
- Risk Management
- Resource Management
- Milestone Management
- Deliverable Management
- Relationship Building
- Event Organization
- Employee Engagement
Accomplishments
- Five Keys Recipient
- 2017 Champion of Chase Recipient
Employeeengagement
- Employee Engagement Team Ambassador for Home Lending
- Organize events across the Line of business to increase morale across the Department.
Leadershipandteamwork
- Site Lead for the Commercial Card GET Team (Getting Employees Together)
- Organize Team Events to increase morale across the Department.
- Ability to organize, assess, prioritize tasks, risks, resources, milestones, and deliverables.
- Ability to build relationships with internal and external Clients.
Timeline
Pricing Quality Operations Quality Specialist
JP Morgan Chase
06.2021 - Current
Executive Office Specialist
JP Morgan Chase
06.2020 - 06.2021
Client Service & Business Analyst
JP Morgan Chase
10.2016 - 05.2020
Team Lead
JP Morgan Chase
07.2015 - 10.2016
Dispute by Phone/Visa Re-presentment Specialist
JP Morgan Chase
09.2009 - 07.2015
Ashford University - Business Administration
Ashford University
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