SHANTEL MATEO
TAMPA
Summary
Dynamic professional with hands-on experience in Business Analysis and a proven ability to navigate complex challenges. Strong problem-solving skills and a proactive approach to tasks drive successful outcomes. Recognized for adaptability and creativity, consistently delivering results that align with organizational goals. Committed to collaboration and making meaningful contributions to team success.
Overview
8
8
years of professional experience
Work History
Business Analysis Spec. IV
J.P. MORGAN CHASE
06.2023 - Current
- Facilitated workshops for stakeholder engagement, ensuring a clear understanding of project goals among all involved parties.
- Conducted comprehensive interviews within the department, assessing candidate qualifications and experience to align with our organizational needs
- Provided training to all new operation coordinators and Reg f/Browse call review analysts to ensure understanding of job responsibilities, quality control processes and company policies
- Lead weekly team meetings to foster communication, share new updates, and promote collaboration amongst team members
- Worked collaboratively with leadership across different LOBs to streamline processes, improve communication, and drive efficiency
- Recognized opportunities for process improvement within established policies and procedures and provided solutions
- Managed one-on-one meetings with team members to review performance, set goals, and encourage professional development
- Training Material development
Business Analysis Spec. III
J.P. MORGAN CHASE
01.2022 - 05.2023
- Managed critical projects from inception to completion, ensuring timely delivery within budget constraints.
- Analyzed production data sets across auto finance, credit card, and retail collections.
- Conducted weekly meetings with team leaders to address discrepancies in entitlement balances and EWFM/LILO reporting.
- Reviewed and compiled Regulation F call violations for compliance purposes.
- Executed EWFM and CSS tracker audits and provided training to enhance operational accuracy.
- Participated in cross-training initiatives to promote knowledge sharing and collaborative growth.
- Supported auto and card call review processes by identifying root causes of issues and proposing solutions.
Specialist II - Bilingual Blend Department
J.P MORGAN CHASE
02.2019 - 12.2021
- Managed LMOS Huddles and updated boards that contained Daily & Monthly metrics
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Assisted Customers with making payments on past due accounts and discussed viable solutions while providing great customer service in a Bilingual Inbound/Outbound Call Center Environment
- Educated customers on loan origination processes to ensure timely payments and improve customer satisfaction/retention
- Handled 100+ accounts per day.
Bilingual Member Care Advocate
GTE FINANCIAL
02.2017 - 01.2019
- Assisted customers with any questions regarding their Financial & Loan Accounts
- Trained New hires with taking calls while providing great customer service and following the firms Policy and Procedure
- Responsibilities included offering new loans to qualifying members and processing application request
Education
Bachelors - Business Analytics
Louisiana State University
02.2025
Associates - Business Administration
Hillsborough Community College
01.2020
Skills
- Analytical thinking
- Project scheduling
- Data analysis
- Problem solving
- Time management
- Attention to detail
- Effective verbal and written communication
- Leadership and onboarding training
- Collaboration with diverse teams
- Flexibility and adaptability
Timeline
Business Analysis Spec. IV
J.P. MORGAN CHASE
06.2023 - Current
Business Analysis Spec. III
J.P. MORGAN CHASE
01.2022 - 05.2023
Specialist II - Bilingual Blend Department
J.P MORGAN CHASE
02.2019 - 12.2021
Bilingual Member Care Advocate
GTE FINANCIAL
02.2017 - 01.2019
Associates - Business Administration
Hillsborough Community College
Bachelors - Business Analytics
Louisiana State University
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