Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jordan Pryor-Grozis

South Elgin,IL

Summary

In my current role as a JEP in Verifications I have implemented many exciting improvements into procedure to improve our department's workflow. Having previously worked in retail for six years I have experienced many different scenarios that require thinking outside established solutions which has given insight that enables me to trouble shooting problems and come up with that solutions that are efficient to work flow and easy to implement. My biggest project as JEP are my Fraud Verifications Global Power Huddle, a meeting I present daily to my department that highlights areas that are pain points to our specialists. I have a proven track record in presenting analytical findings to leadership and enhancing operational efficiency through policy updates and training initiatives. Willing to relocate: Anywhere Authorized to work in the US for any employer

Overview

8
8
years of professional experience
1
1
Certification

Work History

Job Enrichment Program (JEP)

JP Morgan Chase & Co
09.2024 - Current
  • Participate in the Job Enrichment Program, taking lead on various analytical tasks.
  • Pull daily reports to identify trends and present insights to leadership.
  • Review Procedure to identify policy gaps and update content for accuracy and legitimacy.
  • Lead efforts in the Global Power Huddle, focusing on:
    • Presenting new policies and procedures to the department
    • Conducting case reviews
    • Highlighting and discussing specialist pain points identified through data and feedback

Fraud Specialist II

JP Morgan Chase & Co
05.2024 - 09.2024
  • Transitioned to off-the-phone projects as a Fraud Specialist II, focusing on operational improvements and coaching.
  • Led productivity coaching by meeting with underperforming specialists multiple times a week to help reduce handle time.
  • Successfully overhauled core procedures to improve efficiency and clarity.
  • Presented updated procedures and process changes to all sites company-wide.

Fraud Specialist I

JP Morgan Chase & Co
10.2023 - 05.2024
  • Handled multiple inbound calls per hour as a Fraud Specialist I, assisting customers with processing credit card applications.
  • Recognized for excellent performance and entrusted with additional responsibilities and projects.
  • Created PowerPoints and job aids to support new updates and process changes.
  • Assisted in coaching struggling specialists to improve performance.
  • Selected to lead the training of a new hire class, providing guidance and onboarding support.

Tier 1 Help Desk Technician

Strategic Solutions, Inc
04.2022 - 10.2023
  • Managed inbound calls as a Help Desk Agent, providing technical support to clients across a wide range of issues.
  • Conducted outbound follow-up calls to gather additional information when issues were not resolved on the first contact.
  • Took detailed notes on client issues and escalated serious problems to the appropriate support teams.
  • Utilized 20+ applications daily to address the diverse technical needs of a broad client base.

AT&T Specialist

Best Buy
04.2021 - 04.2022
  • Oversaw sales of cellular devices, computers, and networking equipment at Best Buy.
  • Set up and troubleshooted devices in the mobile, computing, and networking departments.
  • Provided face-to-face customer service, answering questions about products and services.
  • Ensured a smooth and informed purchasing experience for customers through expert product knowledge.

Sales Associate

Walgreens
08.2017 - 04.2021
  • Greeted customers and operated checkout counters to ensure a positive shopping experience.
  • Stocked shelves and maintained store organization and cleanliness.
  • Took on additional responsibilities in the pharmacy, assisting with daily operations.
  • Counted down tills and managed the safe at the end of shifts, ensuring accurate cash handling procedures.

Education

Associate in Science (AS) - Computer Support

Waubonsee Community College
Sugar Grove, IL
05.2025

Skills

  • Microsoft suite
  • Technical Support
  • Presentation preparation
  • Protocol writing
  • Verbal and written communication
  • Staff training and development
  • Data analysis skills
  • Leadership
  • Lexis Nexis
  • Quality assessment

Certification

  • OSHA 10
  • January 2019 to Present
  • During my for my OSHA 10 Hour I learned to distinguish between multiple different hazard violations, the procedures needed to resolve this issues, and the next steps required if the issues are not resolved.

Timeline

Job Enrichment Program (JEP)

JP Morgan Chase & Co
09.2024 - Current

Fraud Specialist II

JP Morgan Chase & Co
05.2024 - 09.2024

Fraud Specialist I

JP Morgan Chase & Co
10.2023 - 05.2024

Tier 1 Help Desk Technician

Strategic Solutions, Inc
04.2022 - 10.2023

AT&T Specialist

Best Buy
04.2021 - 04.2022

Sales Associate

Walgreens
08.2017 - 04.2021

Associate in Science (AS) - Computer Support

Waubonsee Community College
Jordan Pryor-Grozis