Christen T.
Senior Business Analyst
Open to offersNew to PlatformAbout
Christen V. is a seasoned Business Analyst and Operations Professional with over 12 years of experience in the BPO sector, focusing on HR/leave operations, access management, and fraud detection. At JPMorgan Chase, Christen manages operational data for business decision-making and ensures seamless employee leave administration using Excel and SharePoint. As an Interim Senior Specialist, Christen has effectively handled high-volume access requests, enhancing workflow efficiency through the use of tools like ServiceNow and JIRA. In the role of Interim Peer Coach, Christen has demonstrated a commitment to employee development, facilitating onboarding and process training for new hires. With a solid background in fraud case investigations, Christen specializes in protecting sensitive information and resolving customer inquiries with precision. Prior experience with Teleperformance further honed Christen's customer service skills, delivering technical support to Telstra's clientele.
Why hire me
Your reliable partner for getting things done.With 12 years of experience in BPO operations, business analysis, customer service, HR support, project coordination, and data management, I bring strong organization, communication, problem-solving, and project management skills. I’m adaptable, detail-oriented, proactive, and committed to meeting deadlines and delivering quality results. Let me handle the details, coordinate the moving parts, and help keep your business running smoothly.
Experience
Business Analyst – Leave Management
JPMORGAN CHASE · 2014 — 2026Analyzed operational and leave-related data to aid reporting, insights, and business decision-making. Maintained accurate employee leave tracking and reporting in SharePoint and Excel, utilizing PivotTables and VLOOKUP. Oversaw the complete leave administration process, including WFM coding and tracking paid-time-off for various leave types. Coordinated with employees, HR, managers, and Sedgwick to address leave concerns and manage cases to facilitate return-to-work processes. Ensured validity of absence records and supported policy adherence while contributing to process improvement initiatives.Interim Senior Specialist – Access Management
JPMORGAN CHASE · 2014 — 2026Managed high-volume access requests with strict adherence to security standards, ensuring accuracy and timely completion. Monitored provisioning workflows using SAT and ServiceNow while collaborating with technical and business teams to resolve access-related issues. Developed standard operating procedures and contributed to workflow enhancements to optimize operational consistency and efficiency. Wrote test scripts for JIRA enhancements, supported testing efforts, and organized stakeholder meetings.Interim Peer Coach
JPMORGAN CHASE · 2014 — 2026Led onboarding and process training for new employees throughout their two-week initial training phase. Observed new-hire performance metrics and provided immediate coaching and feedback during their probation period. Evaluated new hires' readiness and offered performance assessments to Team Leaders prior to production endorsement. Identified areas for process improvement and made recommendations for enhancing Job Aids and workflows.Fraud Analyst / Fraud Escalations Specialist
JPMORGAN CHASE · 2014 — 2026Conducted investigations into fraud and financial discrepancies including identity theft, disputes, lost/stolen cards, and anti-money laundering inquiries. Oversaw case tracking, follow-ups, and escalations while focusing on customer-oriented resolutions for complex issues. Communicated investigation findings via phone and email with global customers and internal risk teams while ensuring the confidentiality of sensitive customer and financial data.Customer Service Representative – Telstra
TELEPERFORMANCE · 2012 — 2014Managed a high volume of customer inquiries through phone interactions, delivering professional technical support with a customer-centric approach. Arranged technician visits and coordinated equipment dispatch while maintaining precise CRM records and follow-ups. Performed basic line testing and troubleshooting while clearly conveying technical information to customers.
Skills & Expertise
Education
- Bachelor of Science in NursingUniversity of San Jose Recoletos
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