Jennifer Rosado
Phoenix,AZ
Summary
Hard working, diligent and determined professional who thrives on building trust and rapport with clients. Enjoys educating and navigating SVB's clients on bank products and resources that make them successful while growing their business. Consistently recognized for building strong working relationships with clients, vendors and internal business partners.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Business Analyst
First Citizens Bank
04.2024 - Current
- Managed and coordinated responses to critical incidents impacting customer experience.
- Developed and implemented comprehensive incident management program, including emergency operating procedures and communication strategies, improving overall efficiency by 20%.
- Led cross-functional teams to troubleshoot and resolve payment processing issues within SLAs, enhancing operational reliability.
- Facilitated incident mitigation, recovery, and resolution for high-risk incidents, ensuring prompt and effective responses.
- Analyzed business processes to recommend optimization strategies, improving workflow and operational excellence.
- Communicated ongoing incidents to customers and stakeholders, translating technical information into clear, understandable updates.
- Actively participated in team meetings to share knowledge, address challenges, and collaborate on solutions.
- Worked with IT and development teams to test and deploy fixes and enhancements, minimizing disruptions to payment services.
- Served as feedback loop, gathering customer feedback and communicating needs to product and management teams to enhance customer experience.
Client Advisory Services Team Lead
Silicon Valley Bank
09.2021 - 04.2024
- Navigate, mentor, and coach team members
- Ensures client and team member needs are addressed and resolved
- Supports leadership in running the team
- Ensures daily SLA is being met
- First point of contact for escalations
- Travels with team to SVB sponsor client-facing events to promote the Strategic Channel
Portfilio Service Advisor III
Silicon Valley Bank
10.2019 - 09.2021
- Executed new welcome call strategy decreasing call/email volume by 10%
- Processed incoming emails/phone calls for SUB clients
- Participate on all card projects
- Proactive client outreach educating to SVB systems and resources
- SWAT Team member for Gateway Project
- Top producer month over most for case resolution
- Exceeds OKR and client satisfaction scores by 5%
- Strong internal partnerships with credit card product and SVB sales Teams
- Maintained high customer satisfaction standards to meet or exceed targets
- Suggested additional services to customers in order to meet upsell goals
Credit Card Advisor II
Silicon Valley Bank
03.2018 - 10.2019
- Effectively navigated, researched, solved or escalated variety telephone or email requests in Contact Center.
- Identify client problems/issues, used judgment and creativity to resolve with variety of key business partners and stakeholders
- Lead Private Bank debit card CSA
- Top performer in client satisfaction scores
- Administer training for all new hires for Private Bank and mentor new hires once out of training
- Created processes and workflows for Private Bank Debit Cards
Onboarding Specialist
Silicon Valley Bank
03.2017 - 03.2018
- Manage full client on-boarding process for a specific portfolio
- Ensure documentation provided are acceptable before enrolling new clients
- Follow up with clients and external partners for outstanding documentation
- Provide support to resolve discrepancies with the EDD Team
Credit Card Fraud Analyst
Bank Of America
04.2016 - 03.2017
- Research and analysis of account activity to assess levels of risk and fraud types
- Answer inbound and place outbound calls to verify potential risk on commercial credit cards
- Worked with merchants in both foreign & domestic markets to implement fraud prevention procedures
- Manage difficult or emotional situations, assume ownership of all escalated issues, and demonstrate professionalism and leadership to deliver unparalleled customer service
Education
Bachelor of Arts - Special And Elementary Education
Northern Arizona University
Flagstaff, AZ12.2013
Skills
- Fluent in Spanish
- Customer Complaint Resolution
- Team Building
- Analytical and Critical Thinking
- Coaching and mentoring
- Planning and Coordination
- Goal setting
- Employee training
- Bank operations
- Relationship building and management
- Client Relationships
- SVB system and product expertise
Accomplishments
- SVB Peggy Borke Client Care Award Winner 2020
- Most Closed Referrals for Vouch 2020
- Most Closed Referrals for Vouch 2021
Organizations
Tempe Camaraderie
Team REDD - Engagement
Women's ERG
HOLA ERG
Certification
Lean Six Sigma - Yellow Belt Oct. 2023
Lean Six Sigma - Green Belt June 2024
Timeline
Business Analyst
First Citizens Bank
04.2024 - Current
Client Advisory Services Team Lead
Silicon Valley Bank
09.2021 - 04.2024
Portfilio Service Advisor III
Silicon Valley Bank
10.2019 - 09.2021
Credit Card Advisor II
Silicon Valley Bank
03.2018 - 10.2019
Onboarding Specialist
Silicon Valley Bank
03.2017 - 03.2018
Credit Card Fraud Analyst
Bank Of America
04.2016 - 03.2017
Bachelor of Arts - Special And Elementary Education
Northern Arizona University
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