Branch Operations Lead (BOL) - Manager on Duty (MOD) at JPMorgan Chase (2023-07 – Present)
Operations leadership role managing branch efficiency, staff training, compliance, vault operations, and procedural controls.
- Collaborated directly with the branch manager to enhance operational efficiency through morning huddles, comprehensive closing checklists, and effective branch dashboards, while overseeing audits, mystery shops, and the inspection of branch signage.
- Facilitated staff training and addressed ICSC (Internal Controls Self-Check) inquiries to bolster in-branch compliance and operational integrity.
- Engaged in weekly meetings with management to discuss ICRC progress and operational strategies.
- Managed vault operations, ensuring accurate cash and coin handling, timely cash orders, and balancing of vault contents while supervising the processing of incoming and outgoing shipments.
- Partnered closely with tellers and bankers to uphold procedural controls and resolve inquiries, concerns, and overrides efficiently.
Associate Banker Maintenance Extension (AB-ME) at JPMorgan Chase (2022-05 – 2023-07)
Banking operations role handling customer transactions, account management, ATM operations, and cash/coin processing.
- Supported customers by processing a range of transactions, including withdrawals, deposits, check cashing, money orders, cashier's checks, counter checks, cash advances, currency exchanges, as well as printing statements and managing payments for credit cards, mortgages, and auto loans.
- Facilitated customers' access to Safety Deposit Boxes and efficiently processed cash and coin shipments.
- Managed ATM operations, including adding cash and settling deposits.
- Executed account management tasks such as opening and converting checking and savings accounts, issuing credit cards, adding beneficiaries, closing accounts, and handling debit and credit card replacements; conducted stop payments, wire transfers, fee refunds, account information updates, and assisted customers with mobile app services.
Customer Care Team Escalations Agent at Viator, Tripadvisor, Inc. (2018-04 – 2022-04)
Customer support role handling escalations for partners, travel agents, and tour operators through multiple communication channels.
- Provided assistance to partners and travel agents representing customers through phone and email communications, as well as supporting tour operators and suppliers utilizing Salesforce.
- Handled customer inquiries via phone calls and chat, strictly adhering to Payment Card Industry Data Security Standards (PCI).
- Contributed to sales-related calls and chats, enhancing the overall customer support experience.
Technical Support Agent at Bókun, Tripadvisor, Inc. (2019-11 – 2021-07)
Technical support role assisting vendors with website and account setup issues in the tourism marketplace.
- Addressed technical support inquiries from vendors of experiences and tours via chats and emails, ensuring efficient resolution of issues related to their websites and account setups.
- Assisted vendors in the Bókun Marketplace in establishing connections with other vendors.
Usher at WeServe, Inc. (2017-02 – 2018-07)
Event operations role ensuring patron safety and proper seating at performance venues.
- Ensured the safety and proper seating of patrons at various performance venues, maintaining a vigilant awareness of the environment and attendees.
- Demonstrated crisis management skills by effectively responding to emergencies and adapting to last-minute changes with composure.
Convention Registration at Office Team by Robert Half (2016-11 – 2018-06)
Event registration and employee supervision role managing convention attendee check-in and staff coverage.
- Managed the registration process for convention attendees, providing accurate directions and essential event information.
- Oversaw employee supervision, including break rotations and ensuring proper coverage.
Merchandiser at CID Entertainment (2016-04 – 2017-07)
Concert merchandise management and event setup/cleanup support.
- Assisted with concert merchandise management, including tickets and wristbands, and played a key role in pre-concert setup and post-concert cleanup.
Administrative Assistant at College of Southern Nevada, Disability Resource Center (2015-10 – 2016-12)
Administrative support for students with disabilities including accommodation coordination and note-taking services.
- Supported students with disabilities and their parents by facilitating classroom accommodations, aiding in handicap text formatting, and providing note-taking services.
- Coordinated with faculty and staff to schedule tests and ensure appropriate accommodations for students.
- Conducted interviews for potential note takers, ensuring suitable matches for students' needs.
- Took detailed notes during classes to assist students with disabilities in comprehension and learning.
