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Work Background
JPMorgan Chase & Co.Senior Investor Servicing Analyst
Jul. 2023Newport Beach, California, United States● Spearheading the implementation of a new operational task management system, resulting in a 25% reduction in report generation time and a cost savings of $50,000 annually. ● Improving investor satisfaction scores by 15% through the implementation of a proactive communication strategy, leading to increased investor retention and a net inflow of $5 million in new investments within six months. ● Reinforcing operational efficiency by 20%
First Republic BankSenior Client Service Associate
Feb. 2023 - Jul. 2023Newport Beach, California, United States● Achieved a 20%increase in customer satisfaction scores through the implementation of personalized service initiatives, resulting in a higher Net Promoter Score (NPS) and improved customer loyalty. ● Reduced average customer wait times by 30% by optimizing staffing schedules and implementing a queue management system, leading to improved customer experience and increased foot traffic in the branch. ● Strengthened cross-selling efforts, resulting in a 15% increase in sales of financial products such as credit cards and savings accounts, contributing to a boost of $100,000 in monthly revenue for the bank.
First Republic BankClient Service Associate
Mar. 2020 - Jul. 2023Newport Beach, California, United States
FutureAdvisorOperations Analyst
Mar. 2017 - Feb. 2020San Francisco Bay Area• Utilize Salesforce to complete 20-50 tasks per day guiding clients through the enrollment process for premium service contributing to the company’s AUM totaling upwards of 1 billion dollars
• Recording client feedback, and edge cases using Confluence in order to retain information for both auditing purposes, and ways to improve our platform
• Respond 5-10 Salesforce cases per day with an average response time of less than 24 hours to increase customer satisfaction in operational support
• Troubleshoot by reporting a variety of issues, and bugs to the engineering department using JIRA
BlackRockTransition Coordinator Analyst
Aug. 2016 - Mar. 2017San Francisco Bay Area• Utilized Microsoft Excel to develop master sheet of monthly team reporting metrics; using VLOOKUP formulas to automate key processes, reduce human error, and lead to a more efficient reporting tool
• Monitored movement of assets by loading certified lists provided by 15+ clients onto Aladdin Transition Manager and assisted in reconciling any breaks that occur during the transition process, enabling completion of approximately 5-10 asset loads on a weekly basis
• Used internal ADAM software tool to retrieve portfolio information on an average of 5-10 accounts per week, providing further insight into client transactions and enabling team to stay well-informed
• Performed asset loading and cash entry for transactions upwards of $1 billion up to five times per day, using CFE transactional software to complete tasks in an efficient and highly accurate manner
Year UpProject Coordination
Mar. 2016 - Jan. 2017San Francisco Bay Area• Non-profit organization with rigorous 11-month technical training and professional development program that connects young adults to a six-month internship at a Fortune 500 corporate partners
• Coursework completed included Web Development, Business Communication, and Project Coordination in order to gain experience using Microsoft Office Suite, practice public speaking, and demonstrate presentation skills
• Completed elective Java/JavaScript course
• Passed Internship Readiness Assessment that required students to demonstrate retention of training sessions by constructing professional website, passing a written examination, and earning positive marks in a mock interview
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