Candidates About

                      Judy A. Yekel                                                                                                  

Accomplished Leader Providing Expertise in Operations Management

Spirited leader with the experience, confidence and curiosity to work collaboratively; delivering superior customer service to both internal and external customers while achieving key business metrics. Displays strong leadership skills and demonstrates success in building and leading a team in a fast-paced, dynamic work environment.  Drives strategic development through building and maintaining business relationships; excels in prioritizing and managing multiple business initiatives, identifies and leads initiatives to drive efficiencies.  Committed to effective execution of day to day operations; visible leader who instills teamwork and cross-functional collaboration to create a culture of trust and accountability. Proven self-starter and positive leader; able to move seamlessly from hands-on/tactical calculations to high-level/strategic activities.

Professional Skills:

PROFESSIONAL HISTORY

JPMORGAN CHASE & CO. Retail Financial Services – San Antonio, TX                                                                            2003 - Present

Leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management.

Vice President Know Your Customer Quality Senior Operations Manager (2014-Present)                                             

Know Your Customer (KYC) Quality Control is part of the Consumer Banking Know Your Customer Due Diligence team whose function is to conduct in-depth evaluation of customer transactions for Know Your Customer and Compliance oversight.  

• Leads multi-site fast learning, goal achieving teams located in Westerville Ohio and San Antonio Texas

·         Drives partnerships with Business and Quality teams to identify and resolve root cause trends and streamline processes

·         Directs operational compliance of Know Your Customer, Anti-Money Laundering and Customer Identification Programs

·         Identifies opportunities and proposes solutions for process and procedural improvement initiatives to increase productivity

·         Presents monthly business review to key stakeholders to assess business performance successes and identify key actions

·         Achieves monthly Regulatory and Compliance Quality pass rate target of 95%

• Ensures 100% compliance with regulatory standards through effective collaboration with Risk and Controls and Line of Business partners.   Guarantees successful completion and closure of assigned Consent Order requirements

Vice President Senior Operations Manager Claims Risk Management Call Center (2009 – 2014)

Simultaneous owner of three culturally diverse and geographically dispersed operations in Texas, Ohio, and the Philippines.

Vice President Senior Operations Manager of Claims Inbound Phone Organization               

Led company and BPO operations consisting of 4 Site Leaders, 40 Team Managers and 750 professional associates spanning multiple sites to deliver exceptional customer service while achieving business objectives, service level targets and quality goals.  Managed an average monthly call volume of 525,375 with an annual budget of $21 Million.

• Monitored agent performance to identify best practices and ensure compliance to policies and procedures 

·         Conducted on-going evaluation of policy/procedures to identify improvements to gain efficiencies and streamline operations

·         Directed administration of staffing models, recruiting, training, performance management and salary/incentive plans

• Implemented a balanced scorecard approach which drove significant improvement in performance
• Improved service level in two months from 71% to 80% on a consistent basis
• Increased Customer Satisfaction results from 62% to 75% and Net Promoter Scores from 57% to 74%
• Improved schedule adherence in one month by 3%; from 89% to 92%. Maintained and enhanced improvement to 94%
• Decreased average handle time 13.5% from 409 seconds to 355 seconds
• Improved Employee Opinion Survey by 5% over prior year and reduced attrition from 34% to 18.5%

Vice President Senior Operations Manager of Claims Escalations                                                                    

Managed two Escalation Teams located in Columbus Ohio and San Antonio Texas consisting of 2 Team Managers and 40+ specialists dedicated to timely and accurate resolution of escalated customer issues.  Monthly average call volume is 12,000 calls.

• Hired to right size team to capacity plan – added seven people in month three with 10 more hired in month five
• Created and implemented training materials for new hire and up-skill training
• Established Service Level targets and defined accountability for performance metrics
• Achieved Regulatory and Compliance Quality at 97.2 % and improved Policy/Procedure Quality from 82.5% to 88.5%

Vice President Senior Operations Manager of Client Service Analysts & NICE Analytics Teams         

Managed two specialty teams comprised of 5 exempt staff and 2 non-exempt staff located in Ohio and Texas.  Teams were accountable for research, resolution and reporting of all complaints, including Executive Office and OCC (Office of Comptroller of the Currency) Regulatory Complaints.  

• Defined job accountabilities to deliver exceptional resolution of customer concerns

• Created and documented process maps for all processes to guarantee consistent output
• Established Service Level Agreements to achieve/exceed business expectations

Vice President Senior Operations Manager Telephone Banking Customer Service Call Center (2006 – 2009)

Operations Site leader and Site Expansion Project Manager - Columbus Ohio

Managed the day to day business operation of the Columbus Telephone Banking site dedicated to meeting/exceeding customer expectations, achieving performance and service level targets and educating customers on product offerings.  Served as project manager for rapid site expansion project.

·         Utilized effective recruiting skills to hire, mentor and retain a best in class diverse operations work team

·         Presents monthly business reviews to key stakeholders to assess business performance successes and identify key actions

·         Defined accountability metrics; addressed areas of opportunity with coaching and action plans as applicable 

·         Conducted on-going evaluation of policy/procedures to identify improvements to gain efficiencies and streamline operations 

·         Increased management staff 400%; from 4 to 16; increased Telephone Banking call center staff  442%; from 70 to 310

• Consistently met or exceeded Service Level goal of 80%
• Achieved 108% of sales goals for four of six products; achieved goal of 100% for remaining two products

Vice President Senior Call Center Operations Site Leader – Arlington Texas (2007-2008)

Simultaneously managed Arlington Texas Telephone Banking site while maintaining responsibility for Columbus Ohio location.

• Managed 21 managers and a staff of 550 bankers.  Increased site adherence from 72% to 91% in 3 months 
• Improved and maintained Call Quality performance in 3 months from 75% to maintaining above 90% results.  First time site had achieved quality goal in 18 months

Vice President Call Quality Senior Manager Home Finance (2003 – 2006)

Managed the day-to-day operations of Call Quality Department to ensure calls fulfilled customer expectations and adherence to company procedures and regulatory compliance. 

• Directed five direct reports with 60 full time staff in three sites.  Teams were located in Columbus Ohio, Monroe Louisiana and Manila Philippines. Call Quality team provided support and quality evaluations for 1600 Customer Care representatives

Computer Sciences Corporation - Dublin Ohio                                                                                                                      1997- 2003

An information technology and business Services Company headquartered in Falls Church, Virginia. Provides services to Fortune Global 1000 companies with an employee base of about 92,000 people in 90 countries.

Service Delivery Senior Operations Manager                                                                                                       

• Ensured the successful end-to-end delivery of a Customer Service Call Center, Billing Operations, Order Provisioning, Account Reconciliation, and Collections/Remittance to over 50,000 customers while managing $11 million budget
• Effective BPO/Collection Vendor management to ensure adherence to service levels

EDUCATION & PROFESSIONAL TRAINING

Bachelor of Science Degree, MIAMI UNIVERSITY, Oxford, Ohio.    Graduated Magna Cum Laude in 3.5 years   GPA: 3.8 of 4.0

Project Management Certification Course, University of Texas San Antonio Texas

Professional Training:

JPMorgan Chase Leadership Edge:  Elevate Program - Course designed for Managers with 2+ years of managing Managers

JPMorgan Chase continuous development leadership courses including:

• Intro to Communication Styles; Mastering Difficult Dialogues; Intro to Emotional Intelligence