Anne Galvan

Responsible for overseeing intraday operations, ensuring optimal workforce utilization, and maintaining service level goals across multiple support functions. Acts as the primary point of contact for real-time monitoring and adjustments, collaborating closely with Workforce Management, Operations, and Support teams to mitigate staffing risks, manage adherence, and respond promptly to volume spikes

Supported the launch of COMET, a real-time solution designed to streamline call center operations and drive efficiency, while continuing to fulfill core responsibilities as a Real-Time Analyst. Monitored COMET Dashboard for anomalies, escalated issues to CSS Incident Management, and provided partnership in troubleshooting and segment correction.

Monitored real-time performance statistics, adding/adjusting schedules to secure staffing requirements and conducting complex analysis to meet service levels. Reported, monitored, tracked, and analyzed SVL performance, including future projected performance, and partnered with leadership to provide continuous improvement of department processes.

Aggressively managed real-time performance and addressed issues immediately using eWFM/RTA/CMS/RTR Server system applications. Made critical decisions and recommendations to meet or exceed service levels, developing and executing action plans for unexpected events.

Researched and responded accurately to complex inquiries, performing in-depth investigations by reaching out to research and titles departments and using system applications. Demonstrated and maintained professional oral and written communication with customers and management, resolving product or service problems by clarifying complaints and providing solutions.

Assisted customers through bankers at any Chase Branch concerning their Auto loans, supporting the needs of branch partners. Promptly and accurately researched and resolved high priority requests, exceeding customer satisfaction and improving customer retention.

Resolved product or service problems by clarifying the customer’s complaint, determining the cause of the problem, and providing the best solution. Introduced products and programs, explaining features and benefits to address account holder’s preferences or concerns.

Studied Information Technology at the University of the City of Manila. Completed coursework and projects related to various aspects of IT.