Geoff L.

Experience

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  JPMorgan Chase

  Jan 1994 - Sept 2004

  • Solve complex banking issues and resolve highly-escalated customer service issues.• Develop partnerships with Branches, Sales, Merchant Services and all lines of business to leverage problem resolution abilities.• Provide policy and procedure to several Small Business departments including: Service Line, Service Group, Online Banking, and the branch channel.• Coordinate research distribution initiative which includes but is not limited to delegating, tracking and reporting extensive research within a 72 hour deadline. Show less

  • Small Business Resolution Group

    Jul 2002 - Sept 2004

  • Correspondent Banking Representative

    Oct 2001 - Jul 2002

  • Deposit Service Line

    May 1999 - Oct 2001

  • Exception Processing Specialist

    Jan 1997 - May 1999

  • Statement Processing

    Jan 1994 - Jan 1997
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  BNY Mellon

  Jan 2004 - Jan 2006

  Global Corporate Trust

  • Process internal/external claims due to late or under payments on principal and interest.• Create and monitor departmental reports to determine better policies and procedures.• Track teams daily progress to set goals and reach service level agreements.• Pilot several new procedures to determine best practice.• Process compensation and underpayment claims for physical bonds submitted by customers and financial institutions.• Partner with relationship managers and administrators to determine cause of internal claims.• Create, process, and monitor departmental reports.• Track departmental numbers for procedural improvement. Show less

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  Capital One

  Jan 2006 - now

  Lead, directed, and guided a team of 7 Workforce Analyst/Forecasters in driving business operations by forecasting, scheduling, tracking, monitoring, analyzing and reporting the daily/monthly call center statistics. • Managed scheduling and delivery of new hire onboarding including systems utilized during work activities, Policies & Procedures, and HR regulated topics. • Developed and maintained policy and procedures incorporating benefit time improvements and best practices across partnering lines of business; submitted recommendations to change advisory board (Directors, Senior Leadership) for reviewing, evaluating and acceptance. Ensured review and approval by Risk, Human Resources and Associate Relations prior to implementation.• Oversaw intraday management of scheduling procedures including analysis of real-time workload requirements and call routing ensuring team performance required to meet service level agreements set by senior leadership. • Informed leadership team, provided alternate scheduling solutions which mitigated the risks of agreement non-compliance. Monitored and analyzed daily business operations utilizing multiple systems (Aspect, CMS, CUIC, RTA). • Managed and determined performance goals of the team to include a 5% error rate in request processing, and department goal within 5% of service level agreement based on parameters guided by leadership such as cancelling schedule segments and exceptions as well as re-routing calls. • Promoted team development by creating individual developmental Action Plans and providing career path based on achievable deadlines; promoted an ‘individual in control’ environment; provided projects requiring ‘out of the box’ thinking and duties outside of normal BAU. • Facilitated cross functional leadership meetings reviewing activity compared to plan; provided drivers and root cause analysis if metrics outside of plan; reviewed current day forecast/actual providing input and strategy for improvements. Show less • Monitored and approved associate hotlines for same day paid time conducted hourly audits of business impact and updated managers for scheduling purposes.• Administered benefit time (PTO, LOA) for center personnel notifying managers of abuse or trends; ensured compliance with federal regulations for benefit time (consecutive time off, LOA, FMLA).• Facilitated system outage calls between technology and front-line managers ensuring clean line of data and expediting resolution processes. Provided real-time updates and impact reports utilized as part of problem resolution, ETA for resolution, and work around promoting limited downtime.• Provided leadership team with ad hoc Aspect reporting (regarding segments, shrinkage, adherence to forecasts); processed pre-planned/real-time segment submissions across multiple departments/sites. • Processed weekly action plans for overtime offers, shift changes, cancel/move segments during times where business may be impacted due to forecasted staffing or volume concerns; provided fill rates for overtime/shift offs.• Processed Skillset changes to all supported departments as for both onboarding and business levers.• Conducted analysis of assigned queues to identify opportunities to improve service level, cost, and employee satisfaction. Develop recommendations and articulate strategies and communicate effectively to stakeholders. Show less

  • Workforce Manager Financial Investments

    Jun 2017 - now

  • Workforce Manager Retail Bank

    Jan 2012 - Jun 2017

  • Workforce Analyst

    Jan 2006 - Jan 2012