Experience

Jpmorgan Chase Bank National Association

• Brazil
• Banking
• 200 - 300 Employee

• Public Sector

  • Jan 2020 - Present

  • Overseeing daily workflow of specific workgroups and/or segments of the workflow process • Managing a team of full front-line employees. • Handling complex customer relationships while utilizing service improvement tools and methodologies. • "Direct ownership" of remittance processing performance including allocating work in process to maximize high productivity and excellent quality. • Responsible for shift operations, informing shift manager of process delays, breakdowns, and resolving problems or obstacles to production and/or quality. • Providing guidance and development of the Team Leaders and Operations team members. • Effectively utilizing teamwork and leadership behaviors to create a highly engaged environment. • Ensuring that all customer and bank guidelines, policies, and procedures are followed as they relate to operations, internal audit and security, and general management practices. • Scheduling feedback and counseling with associates to ensure optimal performance.



MB Financial Bank

• Financial Services
• 700 & Above Employee

• Telephone Banking Team Manger

  • Jun 2011 - Present

  • Regularly monitor calls for quality and customer satisfaction; providing real-time feed back to the customer service team. • Motivate and inspire a small sized customer team to provide the highest level of service to customers. • Help team members improve their skills and knowledge through day to day coaching; identifying performance gaps and individual performance improvement plan. • Ensure that new and current employees have effective training that align with the overall strategy of the business. • Responsible for learning and adhering to all company policies procedures and processes. • Responsible for responding to customer online inquiries in session messages and web mail. Cole Taylor Bank / MB Assistant Manager 2011-2016 • Responsible completing Monthly and quarterly audit on all accounts opened for accuracy. • Responsible for completing quarterly alarm testing. • Responsible to build and promote a positive rapport with all customer in all compacities; opportunities customer issues, or questions and respond in a timely manner •



BMO U.S.

• United States
• Banking
• 700 & Above Employee

• Assistant Manager

  • Jun 2001 - Jul 2010

  BMO HARRIS BANK N.A., Roselle IL June /2001 – July /2010 Senior Service Representative, 2001 – 2003 Teller Manager, 2003 – 2006 Assistant Manager, 2007 - 2010 Coached a staff of six and supervising a team of 15 bank tellers. Conducted weekly meetings with staff to discuss the focus for the week. Processed loan applications. Resolved various customer complaints and to followed up on all inquiries. • Performed quarterly audits on bank tellers and products to stay in compliance with bank procedures. • Enforced policies and procedures with staff and delegated assignments. • Recruited and trained new employees and ensured staff was in compliance for risk management. • Produced new deposit opportunities and accomplishing quarterly and yearly goals. • Resposible for qualified referrals that that produced other lines of business. • Recruited new clients, producing $800K to 1 million in DDA deposits, $300K - $500K in investments and over 1 million in lending opportunities. • Responsible learning and sharing product knowledge on all new and existing product lines to better meet the needs of the customers. In addition, being aware of what competitive products offered by competitors. • Manage and execute call objectives with proper planning to drive success and increasing revenue.