Summary
Overview
Work History
Education
Skills
Timeline
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Wendy Romero

Avondale,AZ

Summary

Experienced leader with a background in quality assurance, fraud analysis, and team management. Proven ability to drive operational excellence, foster collaboration, and deliver results in fast-paced environments. Skilled in analyzing data, identifying trends, and implementing strategic initiatives to enhance customer satisfaction. Eager to leverage expertise in quality assurance and leadership to contribute to DoorDash's Trust and Safety brand.

Overview

6
6
years of professional experience

Work History

Operations Research Lead

JP Morgan Chase Bank NA
08.2017 - 03.2020
  • Organized daily team meetings to effectively manage workflow, ensuring seamless alignment with business service level agreements.
  • Conducted routine quality assurance audits to guarantee adherence to company standards and policies, fostering culture of compliance
  • Generated and maintained comprehensive reports, providing timely coaching and real-time feedback to support team development and enhance performance
  • Engaged directly with teams and individuals, actively addressing their needs to uphold consistent achievement of deadlines and targets
  • Utilized customer experience data analysis to discern trends, identify opportunities, and pinpoint areas for enhancement, contributing to improved service delivery
  • Facilitated monthly stakeholder meetings to review performance metrics, present insights, and steer strategic initiatives in alignment with organizational goals
  • Collaborated cross-functionally with departments such as fraud prevention, customer service, and external vendors to implement process enhancements, thereby enhancing overall customer satisfaction
  • Offered actionable recommendations derived from data analysis to streamline business processes and bolster operational efficiency
  • Served as Subject Matter Expert, overseeing development of complex performance reports and identifying areas for improvement
  • Provided leadership support to Lending department by leading three formulations of new processes and policies, aiming to minimize quality errors and optimize outcomes for customers and stakeholders.

Customer Resolution Specialist

JP Morgan Chase Bank NA
03.2016 - 08.2017
  • Efficiently resolved customer inquiries and complaints, consistently achieving high levels of customer satisfaction
  • Investigated issues thoroughly, identifying root causes and implementing effective solutions to prevent recurrence
  • Provided personalized assistance to customers, demonstrating empathy and professionalism in addressing their concerns
  • Collaborated with internal teams to escalate complex issues and coordinate resolution efforts
  • Maintained accurate records of customer interactions and resolutions, ensuring compliance with company policies
  • Led customer correspondence program, overseeing and enhancing communication strategies to optimize customer engagement and satisfaction.

Credit Analyst II

JP Morgan Chase Bank NA
01.2014 - 03.2016
  • Analyzed credit data and financial statements to evaluate creditworthiness of individuals and businesses
  • Prepared detailed credit reports and provided recommendations for loan approvals or rejections
  • Conducted risk and fraud assessments, actively monitoring credit portfolios to identify and mitigate potential issues
  • Collaborated closely with relationship managers and underwriters to structure credit facilities and ensure compliance with lending policies and regulations
  • Maintained consistently high level of customer satisfaction by delivering exceptional service and support throughout credit evaluation process.

Education

Some College (No Degree) - Business Management

Maricopa Community Colleges - South Mountain Community College
Phoenix, AZ

Skills

  • Problem-solving abilities
  • Teamwork and Collaboration
  • Decision-Making
  • Organizational Skills
  • Data Collection
  • Adaptability and Flexibility
  • Multidisciplinary team collaboration
  • Analytical Thinking
  • Critical thinking proficiency
  • Team Collaboration
  • Production and processing
  • Team building
  • Quality Control
  • Subject matter expertise

Timeline

Operations Research Lead

JP Morgan Chase Bank NA
08.2017 - 03.2020

Customer Resolution Specialist

JP Morgan Chase Bank NA
03.2016 - 08.2017

Credit Analyst II

JP Morgan Chase Bank NA
01.2014 - 03.2016

Some College (No Degree) - Business Management

Maricopa Community Colleges - South Mountain Community College

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Wendy Romero