JPMorgan Chase & Co. is a leading global financial services firm with assets of $2.4 trillion and operations in more than 60 countries. With a history dating back over 200 years, the firm serves millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.

07/03 – 04/04Interface Team•Receive inbound calls from external customers and internal clients regarding requests for new interfaces and assistance with existing interfaces•Troubleshoot interfaces between Cardinal ordering systems and customer pharmaceutical inventory systems•Key in new requests from sales force to setup new interfaces•Manage a queue of existing requests for new interfaces through to completion, queue size was approximately 100 requests09/02 – 07/03Choice & Cardinal.com Support•Receive inbound calls from external customers for support on Cardinal.com and Choice ordering software•Troubleshoot dialup modem connections and Cable/DSL modem connections•Troubleshoot Cardinal provided PC’s at customer locations via phone and remote connection•Support of order reporting functionality of both Choice and Cardinal.com software•Lead on project to catalogue current ticket categories and provided suggestions for more efficient categories to be implemented

•Receive inbound calls from internal clients regarding telecom issues•Troubleshoot issues with lines, toll free service, phone sets, long distance for corporate sites and branch locations•Queue manager for Voice Team ticket queue of approx 1000-1500 tickets at any given time.•Escalation point for complex and high impact issues

CoreComm - Competitive local exchange carrier (CLEC), wireless services provider, and internet services providerCustomer Service•Receive inbound calls from customers regarding cellular and local telecom issues•Troubleshoot issues with lines, billing, and equipment as needed•Cellular services sales•Escalation point for complex and high impact issuesInside Sales•Receive inbound sales calls from customers regarding setup of local phone services•Troubleshoot issues with lines, billing, and equipment as needede-Commerce Analyst•Benchmarking research for standing up an e-commerce solution•Analyzing market data to assist with business case creation•Vendor management•Research and design of integrated e-commerce solutions