Valarie Dove
Tampa
Summary
Dynamic Senior Account Associate known for enhancing operational efficiency and fostering team collaboration. Expertise in data analysis and client communication, resulting in streamlined processes and improved customer experience. Committed to driving impactful solutions.
Overview
11
11
years of professional experience
Work History
Senior Account Associate
JPMorgan Chase
Tampa
02.2021 - Current
- Classified and summarized financial data to compile and enter in financial records.
- Updated records and tracking spreadsheets using software.
- Facilitated communication between clients and internal teams to address concerns and enhance service delivery.
- Analyzed client data to identify issues and develop solutions to improve operations.
- Responded to customer emails, chat requests and telephone calls to answer questions, provide information and resolve problems.
Help Desk Analyst
JPMorgan Chase
Tampa
01.2018 - 02.2021
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Tested fixes prior to deployment into production environment.
- Performed periodic maintenance tasks such as patch management and antivirus updates.
Escalation Specialist
JPMorgan Chase
Tampa
01.2015 - 02.2018
- Investigated customer complaints and identified root cause of the issue.
- Maintained a high level of quality assurance throughout the escalation process.
- Collaborated with cross-functional teams to enhance processes and improve overall customer service experience.
- Trained new team members on escalation protocols and best practices.
- Interfaced with internal departments to ensure timely resolution of escalated cases.
Education
Six Sigma Green Belt -
University of South Florida
Tampa, FL08-2019
Bachelor of Science - Cyber Security
Southern New Hampshire University
Hooksett, NHSkills
- Financial analysis
- Data entry
- Client relationship management
- Database management
- Problem resolution
- Customer service
Timeline
Senior Account Associate
JPMorgan Chase
02.2021 - Current
Help Desk Analyst
JPMorgan Chase
01.2018 - 02.2021
Escalation Specialist
JPMorgan Chase
01.2015 - 02.2018
Six Sigma Green Belt -
University of South Florida
Bachelor of Science - Cyber Security
Southern New Hampshire University