As an Operations Strategy Analyst at JPMorgan Chase, I leverage over 20 years of experience to optimize processes and enhance customer satisfaction. Specializing in data analysis, I develop KPI dashboards and automate reports to drive strategic initiatives and improve decision-making. I design and implement new KPIs to measure effectiveness, utilizing tools like Sprinklr to track and analyze social media data.My role involves leading cross-functional teams to identify process gaps, implementing standardized procedures, and ensuring compliance with regulatory standards. I excel in developing and communicating insights through data visualization, enhancing stakeholder understanding and driving operational improvements.With expertise in AI model governance and strategic workforce planning, I analyze productivity and staffing data to optimize resource allocation and maintain service levels. My strong focus on collaboration and continuous improvement ensures alignment with business objectives and actionable insights to achieve organizational goals.

As a Business Analyst, I am responsible for creating and automating reports that provide valuable insights into our operations, employee productivity, and staffing for over 15,000 employees. Utilizing my expertise in SQL coding, Tableau, Microsoft Access, Excel, and SharePoint Designer, I support data-driven decision-making for leaders and executives. These tools enable me to create dynamic and interactive reports that help in visualizing complex data sets and uncovering actionable insights.A key aspect of my role involves analyzing operational data to identify trends and areas for improvement. I work closely with various departments to gather and interpret data, ensuring that all information is accurate and up-to-date. This collaboration is essential for maintaining data integrity and for providing reliable insights that can drive strategic initiatives and operational efficiencies.In addition to data analysis, I conduct regular audits to ensure compliance with internal and external standards. This includes building robust controls and processes to maintain high standards of data quality. By implementing these measures, I help to mitigate risks and ensure that the organization operates smoothly and efficiently.

As a Team Leader at JPMorgan Chase, I manage a team of 20+ specialists, providing guidance, support, and leadership to ensure high performance and continuous improvement. I motivate specialists to attain their highest scorecard potential through regular feedback and encouragement, and conduct quality evaluations to determine the best word choice for de-escalating calls and improving customer interactions. I handle escalated customer inquiries and complaints, resolving issues promptly and effectively, and develop and implement strategies to improve customer satisfaction and operational efficiency.I conduct regular performance reviews, stretch specialists' potential for development and creative problem-solving, and prioritize and multitask several time-sensitive documents while meeting deadlines and staying on task. My role also involves identifying opportunities for process improvements within the team and implementing best practices.Collaborating with cross-functional teams, I ensure seamless operations and high-quality customer service. At JPMorgan Chase, I am committed to fostering a collaborative and innovative work environment that drives both employee and customer satisfaction.