Profile Summary:
Results-driven Quality Assurance Associate and Operations Specialist with over 15+ years of experience in corporate banking operations (JPMorgan Chase) and enterprise technical customer support. Proven track record in driving quality control, automated sampling, capacity planning, and end-to-end process improvement.
I bridge the gap between high-level operations management and hands-on execution—helping business owners reduce operational risk, optimize team performance metrics, and build scalable QA processes.
Core Competencies & Capabilities:
>Quality Assurance & Control: End-to-end QA framework design, error analysis, dispute resolution, coaching tool integrations, and scorecard enhancements tailored to performance tracking.
>Operations & Leadership: Capacity planning, team access management, onboarding, training, and KPI tracking via SharePoint and automated reporting.
>Process Automation & Project Management: Led internal improvement initiatives including sampling automation, control culture reintegration, and launching new evaluation streams.
>Technical & Customer Care Support: Advanced voice, email, and chat support, technical troubleshooting (DSL, networking, router configs, web hosting), billing management, and CRM maintenance.
Career Highlights:
Quality Associate | JPMorgan Chase Bank: Lead QA initiatives across critical bank functions. Responsible for publishing monthly Quality Results, maintaining CORE KPI SharePoint systems, and managing capacity/coverage for all review types.
Technical Customer Care Rep | Convergys: Handled end-to-end technical support for internet connectivity, router configurations, email setup, and networking troubleshooting.
Customer Service & Tech Support | Global Technology Solutions: Managed billing inquiries, account setups, refunds, and web hosting support. Promoted from CSA to Tech Support Rep.
If you are looking for a reliable, self-directed professional to streamline your operations, build out your QA processes, or manage technical customer care teams, let’s connect!
