Jade J. Murzello
Vasai
Summary
Dynamic Transition Coach at JP Morgan Chase with a proven track record in enhancing performance metrics through effective coaching techniques. Skilled in workflow management and time management, I successfully improved customer satisfaction levels and resolved conflicts, driving team success and fostering a culture of continuous improvement.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive, memorable experience.
Overview
9
9
years of professional experience
Work History
Transition Coach
JP Morgan Chase
Malad
01.2023 - Current
- Supported multiple card and retail batches by handling new hire and tenured batches.
- I took sessions and presented self-help or information sessions on subjects related to workflows and important topics.
- Provided individual and group coaching sessions to help improve floor parameters (C-SAT and AHT).
- Delivered training using multiple methods to reach diverse learning styles.
Customer Support Specialist
JP Morgan Chase
Malad
03.2020 - Current
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Provided accurate, valid, and complete information to customers.
- Utilised problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
Customer Care Representative
Tech Mahindra
Malad
01.2016 - 02.2020
- Strengthened customer retention by offering discount options.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Contacted customers about potential service upgrades, new services and account changes.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Assisted customers in navigating through website features and functions to locate desired information or products.
Education
Bachelor of Commerce -
University of Kalina
Bombay03-2021
Skills
- Coaching techniques
- Workflow management
- Time management abilities
- Performance metrics
- Task prioritization
Affiliations
- Cooking
- Travelling
- Spending time with family
Languages
English
First Language
Accomplishments
- Commitment Champion - 2021 & 2022
Projects
- Taken a Project for Universal Surveys (For the POD) - Listening to Detractor & Neutral calls . Sending Synopsis and sharing the same with the Leader.
Timeline
Transition Coach
JP Morgan Chase
01.2023 - Current
Customer Support Specialist
JP Morgan Chase
03.2020 - Current
Customer Care Representative
Tech Mahindra
01.2016 - 02.2020
Bachelor of Commerce -
University of Kalina
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