Carollyn Monica Moore
Bengaluru
Summary
To work in a team that can give more scope to interpersonal skills, a professional attitude and firm personality to see tough jobs through - independently or as a team member. Adroit in developing procedures and service standards for business excellence. Resourceful at maintaining relationship with clients to achieve quality product and service norms by resolving their service related critical issues. Possess excellent interpersonal, communication and organizational skills with proven abilities in training and development. Dedicated to providing maximum results while working within tight budget constraints. Skilled at adapting required tasks to available resources for optimal outcomes. Reliable Senior Team Member committed to maintaining great working relationships with fellow team members. Easygoing and personable with excellent abilities in leadership and management. Tech-savvy and analytical with a gift for handling complex problems with tact and grace.
Overview
7
7
years of professional experience
17
17
years of post-secondary education
Work History
Sr. Team Member Business Operations Specialist
JP Morgan Chase & Co.
02.2024 - Current
- Conducting audit within the process to ensure we are compliant with the policy.
- Compiled research data and gave professional presentations highlighting finds and recommended optimization.
- Built and maintained dashboards that provided employees to access information in a much easier manner
- Working on MIS reporting and providing information to users on a timely manner
- Mentored junior team members, fostering professional growth for extended opportunities.
- Currently working on implementation of risk models to prevent any kind of fraud that is processed through the system.
- Facilitated effective communication between team members and stakeholders, ensuring all parties were aligned on expectations and progress.
- Currently working on the Expense Exception Approval Queue and re-auditing reports of team members as a quality analyst.
- Assisted colleagues with problem-solving efforts when faced with complex issues or roadblocks, leveraging expertise gained from previous experiences in similar situations.
- Identified areas for improvement within the team, implementing targeted strategies to address gaps in skillsets or knowledge.
- Preparing KPI's and decks to leadership and onshore team.
Team Member Business Operations Specialist
JP Morgan Chase & Co.
6 2021 - 02.2024
- Developed in subject matter expertise on firm wide travel and expense policy, SAP concur expense and detect functionality.
- Evaluate travel and expense exceptions routed to compliance queue and action appropriately within expected timelines.
- Compiled research data and gave professional presentations highlighting finds and recommended optimization.
- Developed departmental budgets based on provided business goals and available assets, shaping each document for optimal financial outcomes.
- Monitored service delivery metrics to detect and correct deficits in compliance with standard operating procedures.
- Recommended high level operational improvements based on tracking and analysis of data.
- Created and optimized records management strategies to coordinate and protect information.
- Conducted root cause analysis to formulate counter measures to business mistakes and improve operations.
- Developed and implemented quality control measures that led to a reduction in process misses
Fraud and Risk Analyst
JP Morgan Chase & Co
09.2017 - 05.2021
- Started as a disputes analyst for Consumer and Community Banking line of business.
- Further up-skilled on Fraud Prevention procedures and raised competency to handle both processes
- Handled a team and was a DC/SME coach for a period of 6mnths.
- During this period of learning and growth, I gained significant experience in the following areas:
- Ensuring all site and customer objectives are achieved and delivered
- Maintain customers focus at all times and answer their enquiries using standard guidelines in abundance of regulation and law
- Identifying operational issues, potential problems and opportunities
- Identifying potential fraudulent activities on customer accounts and taking ownership of each customer interaction while them with respect and responding with empathy.
- Trained to also handle fraud log ins through online portals with IP/ISP log ins
- Working under alerts which are under review by Electronic Money Movement or Deposit Review
- Verifying documents as part of KYC whenever new accounts are opened and is under review
- Reviewed customer accounts for unusual activity or patterns indicative of potential fraud risks, flagging concerns for further investigation.
- Detected fraudulent activities by conducting thorough investigations and analyzing transactional data.
Education
Cabin Crew & Ground Staff - Aviation Management
PTP Aviation Academy
Bengaluru 02.2016 - 11.2016
BBM - Accounting And Marketing
CMR Institute of Management Studies
Bengaluru 06.2012 - 06.2015
12th - Commerce
Royal Junior College
Hyderabad 06.2009 - 06.2010
High School Diploma -
Akshara School
Kakinada 06.1997 - 03.2009
Skills
Quality Control
Report Preparation
Coaching and Mentoring
Knowledge of performance tracking
Team Mentoring
Delegation skills
Teamwork and Collaboration
Customer Service
Decision-making capabilities
Problem-Solving
Fluent in English
Accomplishments
- Recognized by leadership for best business results and team work and leadership in the month of June 2024
- Recognized by an onshore team member for best practices, efficiency, excellence, etc., for going over and beyond
- Recognized by management for best employee of the month, Q1 2023
- Rewarded 1000 appreciation points for receiving an AWM Operations Quarterly Team Recognition Award in Q3 2022
- Awarded for quality with 0 errors for the year 2018 and 2019
- Awarded SME coach for process training and consistency in meeting targets
- Mentored 5 batches in my current role
Timeline
Sr. Team Member Business Operations Specialist
JP Morgan Chase & Co.
02.2024 - Current
Fraud and Risk Analyst
JP Morgan Chase & Co
09.2017 - 05.2021
Cabin Crew & Ground Staff - Aviation Management
PTP Aviation Academy
02.2016 - 11.2016
BBM - Accounting And Marketing
CMR Institute of Management Studies
06.2012 - 06.2015
12th - Commerce
Royal Junior College
06.2009 - 06.2010
High School Diploma -
Akshara School
06.1997 - 03.2009
Team Member Business Operations Specialist
JP Morgan Chase & Co.
6 2021 - 02.2024
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