Mikaelya Coffee, MBA

Experience

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  JPMorgan Chase

  May 2006 - Aug 2006

  INROADS Summer Intern

  Treasury Security Services- ACH Production-Effectively created work functional excel spreadsheets of Static General Ledger accounts and updated new account information daily to track the amount of items being cleared off ledger accounts -Responsible for monitoring aged open General Ledger items by communicating with internal clients for updated status of open items -Researched archived aged batches of transactions to assist in reconciliation of over $1,077,661.06 dollars and 3,000 items Show less

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  JPMorgan Chase

  May 2007 - Aug 2007

  INROADS Summer Intern

  Treasury and Security Services-FX Investigations-Assisted in reconciliation of over 9 million dollars worth of drafts (electronic request for a check) and wires-Accurately identified over 2,600 drafts and acquired knowledge of several applications in order to investigate archived transactions, credit external clients, and send S.W.I.F.T. payments-Consolidated over 100 correspondent bank fees and charges in excel spreadsheet to make Service Level Agreement Fees accessible in one source Show less

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  JPMorgan Chase

  Jun 2008 - Aug 2008

  INROADS/Summer Analyst

  Corporate Finance-Analyzed and verified Regulatory Risk Based Capital Schedules of consolidated financial statements to be viewed by Senior Management-Prepared Quarterly CALL Reports for Capital Reconciliation-Developed a presentation deck that proposed a solution for Business Migrations to be engaged at the initiation of all financially impacted work request

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  JPMorgan Chase

  Jun 2009 - Aug 2009

  INROADS/ Summer Analyst

  Asset Wealth Management-Finance-Performed market analysis of balance and revenue reports for all credit, deposit, and custody products within J.P. Morgan Chase & Co. Private Bank from 2008 to 2009 in order to track past and present trends-Compiled Private Bank product research into a presentation deck in order to provide greater product knowledge to the overall Product Control Team

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  JPMorgan Chase & Co.

  Jun 2010 - Jan 2012

  Corporate Development Program Analyst

  Corporate Technology & Operations• Participated in the JP Morgan "FADP" Training Program • Prepared weekly agenda for the Central Technology and Operations Governance Call Meeting • Ran Adhoc trackers to identify various changes to Working Budgets and Plan• Updated and maintained the Sharepoint website for the overall groupInvestment Banking Client Relationship Management, MIS• Performed trade investigations to resolve discrepancies with trades for all the North America Equities Sales and Trading Desk (Internal Clients)• Performed reconciliations to insure that scorecards of the Sales Force were accurately reflected• Assisted with testing of a new Client Relationship Management tool that would be released to the Sales Force in the future Show less

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  Citi

  Jan 2014 - Jul 2014

  Anti-Money Laundering Analyst
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  HealthPlan Services

  Jul 2014 - Jun 2015

  Licensed Insurance Sales and Retention Associate

  • Maintained knowledge and expertise in all Florida Blue and Humana products, programs, services and open enrollment activity.• Serviced client membership through processing payments and providing billing information.• Acquired an active 2-15 Life, Health, and Annuity License in order to run quotes and sell health care policies to Humana’s existing members.• Retained client membership through inbound and outbound calls to meet retention goals.

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  TZ Insurance Solutions

  Jun 2015 - Dec 2016

  Licensed Insurance Agent

  • Marketed daily using branding material to acquire new policyholders through phone calls, emails, mailers, and participation in community events.• Assisted fellow sales team with directing incoming clients and inbound calls, prioritizing and delegating sales and customer service tasks.• Ensured insurance applications are submitted in accordance with agency policies and procedures with efficiency, quality and accuracy.

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  AAA

  Dec 2016 - Jan 2021

  Gather and analyze data and information to track customer satisfaction and loyalty. Increase product engagement across all locations to build-on and boost product enlistment, activation, and utilization rates. Assess statistics and communicate recommendations for improvements to team. Collaborate as part of a team to ensure all processes, regulations, and goals are consistently being met; brainstorm new and inventive avenues to increase product awareness. Schedule and host bi-weekly team meetings to discuss resolutions to customer pain-points. Utilizing Microsoft Visio, track customer/product journey to identify potential improvements as well as to codify best practices. Assess and audit call flows vs call volume to develop new processes to streamline and safeguard customer support services. • Designed, implemented, and measured ACG’s Cross Functional Credit Card Acquisition Campaign’s tracking and analytics findings which resulted in procurement of new credit card acquisition source. Show less Produced and prepared presentation decks, in addition to hosting online webinars, for all branch employees in provide up-to-date information on product features, benefits, and industry insights to facilitate direct product support and improve sales and customer referrals. Formulate monthly and quarterly progress reports to identify and address possible failing areas, as well as to detect banking trends to boost product engagement. Improved processes and coordinate organizational procedures for optimized efficiency and productivity related to sales and customer service goals. Built and developed colleague relationships for increased efficiency and responsiveness of existing operations, in addition to helping define new operational strategies. • Utilized direct mailers, email notices, and calling plans to build the Deposit Retention Campaign which resulted in an increase in account retention by 25%. Show less • Demonstrated track record for assessing and driving transformational improvements with an aptitude for analytics and tracking. Developed broad-based strategies for diverse clients while offering superior customer service in the areas of communication, product demonstration, and follow-up. • Collaborated with team to drive strategic sourcing to define new operation models through procurement transformation programs, develop new operational structures, and enabling future-focused practices. • Through new process implantation, process streamlining, and improved customer service, generated $20K in monthly insurance sales, surpassing annual budget goals. Show less

  • Bank Product Analyst II

    Dec 2018 - Jan 2021

  • Banking Product Specialist

    Jan 2018 - Dec 2018

  • Licensed Insurance Agent

    Dec 2016 - Jan 2018
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  PSCU

  May 2021 - Sept 2022

  Product Manager/Business Analyst

  • Managed and directed overall project team activities and monitored progress, including project health, capacity planning, and internal process improvement activity• Identified, communicated, and coordinated the migration of 21 Financial Institutions (FI) from the legacy system Evolve to Quick Assist. • Analyzed and reviewed product enhancement requests from various sources and participate with the creation of business requirements for these enhancements.• Conducted and participated in meetings to support the development process of various product initiatives while tracking and communicating progress.• Gathered data and presented slides in front of upper-level management for the current and future state product lifecycle. Developed a communication plan for each bi-monthly product release and partnered closely with the PSCU marketing department to communicate internally and externally on feature updates for the Quick Assist system.• Identified risks through testing and communicated issues to senior product managers and leadership for evaluation. Analyze and aggregate user data (via V-LookUps and Pivots) to generate monthly reports for management. Served as an escalation point, both internally and externally, in relation to assigned product-focused servicing ticket inquiries.• Updated log-in credentials of demo environments monthly to maintain security controls.• Assisted the strategic project manager on the development of project documentation, procedures, and training. Show less

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  JPMorgan Chase & Co.

  Oct 2022 - Feb 2023

  Product Manager/Business Analyst

  • Contributed to the effort in creating and maintaining a multi-year product roadmap for Global Clearing • Assisted with the planning and delivery of the strategic product roadmap through collaboration with various stakeholders (e.g., Legal, Risk, Compliance Operations, Technology etc.)• Understood existing workflows to come up with new solutions that meet the needs of the business• Developed project deliverables and liaise with the feature development teams to create requirements in JIRA• Updated and maintain internal and client documentation such as product forms, job aids, and policies & procedures• Assisted in troubleshooting client issues and prioritizing defects Show less

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  Citi

  Jun 2023 - now

  Product Governance Manager, AVP