Brian Tobin Email & Phone Number

New York, NY, US

New York, NY, US

 Business Operations Analyst responsible for overseeing the implementation of the Letters Control Program controls across multiple lines of business Managed the process mapping updates and RCCD updates within iGrafx that were part of the RCCD Refresh project and Mortgage Integration project Responsible for the compiling of the monthly Score Card.

New York, NY, US

 Senior Program Associate responsible for the ongoing support and development of the iGrafx Modeling Suite for JP Morgan Chase Manage the administrative duties of iGrafx across multiple lines of business within the company which include access requests, role setup, creating new repositories, and trouble shooting software and or hardware issues.

New York, NY, US

 UAT Test Lead responsible for the quality management of testing projects that impact Chase.com and Chase native mobile application for US Card Manage the UAT efforts for the mobile JOT application as well as JOT web support testing. Oversee the creation and review the accuracy of project test plans, test scripts, and project defect tracking within the.

London, GB

Test Lead responsible for the definition, creation, and execution of quality functions across multiple projects and functional areasCampaign Lead responsible for the capacity planning, project management, testing, and implementation of our company's monthly campaign projectsUtilize manual and automated test scripts via Mercury Quality Center for validation.

Charlotte, NC, US

Responsible for maintaining and producing monthly U.S. card credit acquisition and financial reports to assist with revenue generating strategiesConduct audits to confirm the proper creation and set up of new source codes and acquisition codesUtilize SAS and ISQL to retrieve marketing data to conduct weekly and monthly quality checksBuild and test the.

Responsible for the delinquency and charge off reporting of interim and newly acquired loan and credit card portfoliosAssisted with the migration of external account data into the internal mainframe and reporting matrix Maintained and analyzed historical charge off database of previous and current conversion portfoliosConducted audits on interim and.

Managed the efforts of multiple teams that consisted of 15-20 people in the customer service departmentSupported the customer contact areas of MBNA which included Retail and Business Lending Customer Service, Billing Disputes, Retail Credit Acquisition, Credit Line Management, Education, Online Banking, Business Lending Credit and Collections, Consumer.

Handled escalated customer inquires regarding MBNA's online banking websitesOrganized and facilitated online banking and internet education classes for new hires and existing employees which included senior managementProvided feedback to account managers, section managers, and department managers regarding inappropriate transfers received in the Online.

Managed Customer inquires on personal credit card accounts and loansEducated and assisted new hires in Customer ServiceConducted and participated in department tours for new and existing account affinities Assisted personnel in setting up interviews and reviewing applications for potential new hires

Managed the efforts of the 2001-2002 Management Development class during their rotation in Customer Satisfaction as well as numerous quality unit teams that consisted of 20-25 peopleProvided listening feedback, handled escalated customer inquiries, and reviewed account adjustmentsConducted education classes on enhancing customer service and systems education