Thomas Carlino Email & Phone Number

United States

United States

•Associate-level business analyst and project manager assisting in supporting mortgage call center strategy operations via daily executive reporting and presentation to executive management•Aiding in several call center mainframe initiatives to overhaul IVR and other call routing technologies to better improve employee and customer experience and to streamline backend call center operations•Project manager in charge of back-end IVR changes to selectively adjust which agents handle various call types based on scheduling needs, holiday volume forecasts, service levels, and abandon rates•Spearheading executive reporting projects to innovate on current performance analysis methods using Alteryx, Tableau, and Excel•Project development lead for JIRA and Agile dashboard utilities to enhance project tracking methods for better efficacy•Liaison between scheduling teams and line of business leaders for scheduling company townhalls

United States

• One of ten employees hand-picked by executive director to temporarily move from Home Lending to Auto Finance & Lease to aid in turn-times and service levels• Assisted in reaching department-wide 20% service level goal for the first time, up from 8%• Aided in auto lease and loan maintenance totaling $8.5 billion in revenue for Q1 2022

•Spearheaded brand new JPMorgan Chase pilot program for super streamlined mortgage refinance products•Expert in multiple JPMorgan streamlined mortgage refinance products and servicing tools, providing clients with mortgage support to the highest degree possible, and retaining current business for the firm•Versed in various sales tactics to cultivate new business, aiding in department-wide originations totaling $25 billion•Leader’s Club member for 2021 as a reward for consistent overall top performance in JPMorgan Home Lending

Queen Creek, Arizona

• Acting shift lead manager per assigned shift, responsible for high-level decision making, directing employees, ordering and handling store product, and maintaining the 25% labor operation goal• Catered to customer complaints and remedied any outstanding issues to retain current business and create an outstanding customer experience, consistently placing the restaurant in the top 10% of Firehouse Subs franchises• Lead development manager in restaurant, responsible for interviewing, training, coaching, and possibly terminating newly-hired and newly-promoted employees, finding possible candidates, and growing team size by 20% to maintain a consistent 15-person team

Queen Creek, Arizona

• Acting shift lead manager per assigned, directing employees and acting as person in charge• Handled store finances, such as balancing in-store cash and making bank deposits• Tended to customer complaints to create an excellent experience and retain current business

Queen Creek, Arizona

Basic tasks ranging from store-wide cleaning, taking and making customer orders, and customer complaint remediation

Master'S Degree, Business Analysis

Bachelor Of Arts - Ba, Accounting And Business/Management