• Coordinated and tracked end-to-end resolution for all incoming escalation events over multiple source and lines of business for the entire Chase ATM fleet (16K devices).• Created and ran reports that identified gaps in servicing; provided a high-level snapshot into team performance while identifying process improvement.• Maintained, managed, and served as subject matter expert for department policies/procedures. • Maintained multiple data repositories, vendor logs, escalation logs, and reports.• Utilized multiple applications daily to track trends and determine the root cause for performance degradation; partnered with multiple lines of business and external groups utilizing contract language to hold vendors accountable to service levels and contract deliverables.• Documented problems, formulated data, interpreted root cause and implemented best operating practices to ensure problem resolution with underperforming ATMs.• Researched and resolved executive office cases related to ATM issues.• Interacted and provided daily consultation with branch employees, managers, executives, regional directors, and project managers.

• Reviewed, researched, and resolved general ledger differences and ATM deposit / Retail claims based on REG E rules and internal SLA’s providing prompt service delivery.• Resolved business partner originated research requests in a timely manner with less impact to internal and external customers.

• Filed arbitration cases with Visa, which ensured timely processing to avoid company losses.• Resolved internal and external customer inquiries on disputes in a timely manner. • Applied Federal Regulation E and processor requirements on a situational basis (Visa, ATM shared network), resulting in retrieving funds for the customer’s dispute, as well as avoiding losses for the bank.

• Identified as the point of contact in absence of management for over 30 representatives handling customer claims issues.• Reviewed, researched, and resolved inquires that were received from the Executive office, Investigators, and customers in a timely manner.• Coached and trained team members on new procedures to ensure consistency.

(acquired by JP MORGAN CHASE)• Handled escalated customer calls, while serving as back up to manager, supporting a team of 20+ phone representatives. • Coached and trained team members on new procedures, and monitored performance and productivity, ensuring consistency.

(acquired by JP MORGAN CHASE)• Increased business by offering customers new banking products and services while exceeding scorecard metrics such as Average Handle Time, Productivity, and CSAT (customer satisfaction levels). • Facilitated New Hire workshops for telephone bankers transitioning from Consumer Banking to Business Banking.• Assigned to coach and train in new hire workshops for 25 telephone bankers transitioning from Consumer Banking to Business Banking.

• Operated and managed the restaurant, supervising day-to-day operations, managing two assistant managers, and upwards of 50 employees. • Managed cost of the restaurant which included labor, supply, and food, to ensure a profitable operation. • Trained team members in Food Safety and Fire Safety.