Diana Carrasquillo

Bilingual administrative and client service professional with 15+ years of experience in customer support, operations, documentation, and issue resolution. Skilled in managing confidential information, coordinating across departments, maintaining accurate records, and assisting diverse individuals in demanding environments.

Latin America - Payment Client Service Analyst | Bilingual Spanish/English - JPMorgan Chase - Corporate & Investment Banking

(2025-12)

• Provide bilingual English/Spanish support while managing complex inquiries and time-sensitive requests.
• Research records and account information to identify issues and provide accurate resolutions.
• Coordinate with multiple departments to resolve cases requiring additional research, documentation, or follow-up.
• Maintain detailed and accurate records of inquiries, actions, and resolutions.
• Communicate complex information clearly while providing professional and responsive service.
• Manage confidential personal and financial information in accordance with established policies and procedures.

Margin & Collateral Specialist IV - JPMorgan Chase - Corporate & Investment Banking

(2023-04 - 2025-12)

• Provided administrative and operational support for complex client accounts and service requests.
• Reviewed records and documentation for accuracy, completeness, and established requirements.
• Researched inquiries and coordinated with internal departments to resolve discrepancies and service issues.
• Managed multiple time-sensitive requests while maintaining accuracy and meeting deadlines.
• Maintained organized documentation and supported accurate processing and recordkeeping.
• Identified recurring issues and contributed recommendations to improve procedures and service delivery.

JPMS Funds Transfer Analyst - JPMorgan Chase - Consumer & Community Banking

(2021-10 - 2023-04)

• Responded to service inquiries and researched information needed to resolve client and internal requests.
• Reviewed and verified information and supporting documentation for accuracy and completeness.
• Managed escalated cases requiring research, coordination, documentation, and follow-up.
• Collaborated with multiple departments to ensure requests were completed accurately and within required timeframes.
• Conducted quality reviews and coached new employees on procedures, documentation, and service expectations.
• Developed and updated procedures and reference materials to improve consistency and efficiency.

Cash Operations Transaction Specialist III - JPMorgan Chase - Asset & Wealth Management

(2011-06 - 2021-10)

• Managed a high volume of administrative and operational requests while maintaining accuracy and diligence.
• Researched records and documentation to resolve discrepancies, inquiries, and service issues.
• Maintained accurate records while handling confidential personal and financial information.
• Provided bilingual English/Spanish assistance to support a diverse client population.
• Coordinated with multiple teams to resolve urgent and escalated requests.
• Trained new employees on systems, procedures, documentation requirements, and service standards.

Glasgow High School