Yarjanic (JoJo) Nath
1599 E Beretta Place, Chandler,AZ
Summary
Operations and compliance professional with 10+ years of experience in banking operations, quality assurance, and team leadership. Strong background in fraud prevention, scheduling, forecasting, and process improvement. Proven ability to enhance service levels, streamline workflows, support high-performing teams in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Enterprise Independent Testing - Testing Analyst
Bank of America / Merrill Lynch
Chandler, AZ
04.2018 - Current
- Analyzed agent/client interactions for all WMFC functions ensuring quality assurance reviews meet compliance while minimizing operational risk.
- Worked with team members to create efficient workflows, resulting in high productivity.
- Maintained policy, procedures, work instructions, and projects for quality and continuous improvement agendas.
- Streamlined processes, increasing efficiency and consistency to support quality initiatives.
- Assisted in training junior analysts on testing methodologies and best practices.
GWIM - Ops Team Lead - CMA Visa Authorizations
Bank of America / Merrill Lynch
Chandler, AZ
11.2015 - 03.2018
- Oversaw call center operations, improving customer service quality and efficiency.
- Monitored daily operations including call volume and customer satisfaction metrics.
- Developed schedules to optimize coverage and resource allocation.
- Resolved escalated customer issues to uphold satisfaction and loyalty.
- Trained and mentored staff, fostering team performance and engagement.
GWIM - Sr Operations Rep - CMA Visa Authorizations
Bank of America / Merrill Lynch
Tempe, AZ
08.2014 - 11.2015
- Guided wealth management brokerage clients in resolving card product issues.
- Monitored transaction processes, ensuring compliance with internal controls and policies.
GWIM - Sr Operations Rep - US Trust / Private Bank
Bank of America / Merrill Lynch
Tempe, AZ
12.2012 - 07.2014
- Managed high-net-worth client relationships by delivering tailored financial solutions.
- Adhered to policies, procedures, and bank regulations governing management of high-net-worth assets.
Education
William Clarke College
Sydney, AustraliaMesa Community College
Mesa, ArizonaArizona State University
Tempe, ArizonaSkills
- Operations management
- Workforce planning
- Scheduling and forecasting
- Risk management
- Quality assurance
- Process improvement
- Team leadership
- Data analysis
- Customer experience
Core Skills
- Operations management
- Workforce planning
- Scheduling and forecasting
- Risk management
- Quality assurance
- Process improvement
- Team leadership
- Data analysis
- Customer experience
Earlier Experience
Additional roles with Bank of America / Merrill Lynch in operations, client services, and teller leadership (1999-2012)
Timeline
Enterprise Independent Testing - Testing Analyst
Bank of America / Merrill Lynch
04.2018 - Current
GWIM - Ops Team Lead - CMA Visa Authorizations
Bank of America / Merrill Lynch
11.2015 - 03.2018
GWIM - Sr Operations Rep - CMA Visa Authorizations
Bank of America / Merrill Lynch
08.2014 - 11.2015
GWIM - Sr Operations Rep - US Trust / Private Bank
Bank of America / Merrill Lynch
12.2012 - 07.2014
William Clarke College
Mesa Community College
Arizona State University