Richard Guerra
Chicago
Summary
Dynamic Professional with an MS in Project Management, offering over 7 years of experience within the technology and financial services sectors. Distinguished for leveraging customer insights to drive strategic product enhancements, foster transformational customer journeys, and enhance customer engagement, satisfaction, and retention. Adept at orchestrating the seamless integration of technological solutions with customer-centric strategies to deliver impactful customer experiences and contribute to business profitability.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CX Success Office: Senior Associate
JPMorgan Wealth Management
06.2022 - Current
- Launched the "Post Interaction" survey, enhancing the customer feedback mechanism and contributing to significant improvements in service delivery.
- Developed a comprehensive VOC strategy, resulting in measurable increases in customer satisfaction and loyalty across multiple segments, and channels.
- Utilized advanced analytics and AI tools to derive actionable insights from customer data, driving continuous improvements in client engagement strategies and service delivery models.
- Spearhead collaboration with UX research teams, product and delivery teams, PMO office, marketing data teams, and business heads to ensure cohesive integration across product roadmaps.
- Champion client feedback translation into strategic actions, directly influencing product development and delivery to exceed CX goals.
- Influenced CX initiatives impacting the affluent segment efforts, enhancing service offerings and profitability margins.
- Facilitate workshops and sessions with stakeholders to align on CX objectives, achieving excellence in customer satisfaction and loyalty.
- Work with marketing data teams on insights for targeted campaigns, optimizing reach and impact among the affluent customer segment.
Process Manager I, Quality Assurance/Controls & CE
JPMorgan Chase & Co.
06.2019 - 02.2022
- Directed a team of 15 in refining QA/QC processes, reducing client complaints by 20% through strategic improvements in service standards.
- Launched and facilitated "Customer-Centricity" workshops, elevating team capabilities in understanding and addressing customer needs, thus enhancing overall satisfaction by 15%.
- Partnered with IT and Product teams to develop user-centric digital interfaces, improving customer self-service rates by 30%.
- Gathered and analyzed large amounts of data to determine improvement projections.
- Defined clear targets and objectives and communicated to other team members.
- Oversaw change management efforts during process overhauls, effectively minimizing disruptions to operations and staff morale.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Investment Senior Specialist III
JPMorgan Securities LLC.
06.2017 - 06.2019
- Supported department leadership in implementing new policies, procedures and controls.
- Developed effective improvement plans in alignment with goals and specifications.
- Verified accuracy and effectiveness of reporting processes, effectively using USWM tools to track and model data for management review.
- Integrated client feedback into investment strategies, leading to a 10% uplift in client retention.
- Conducted focus groups for investment advisory refinement, boosting customer satisfaction by 15%.
- Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Support Top field proceeding Advisors and PCIAs
Relationship Business Specialist (SBS)
Chase Bank
06.2015 - 06.2017
- Managed and open all new small business accounts, lead all local small business transactions in addition to prospect new business acquisition.
- Assisted in the development of company policies related to personnel management, fostering a positive work environment where employees felt valued and supported.
- Established and maintained relationships with key stakeholders for growth opportunities and successful partnerships.
- Proactively addressed escalated customer issues with timely resolutions that also identified root causes for preventative action in the future.
- Conducted thorough market research to gain valuable insights into competitors'' strategies and industry trends, informing future strategic decisions.
Education
Master of Science - Specialization in Project Management
Purdue Global University
12.2021
Bachelor of Arts - Concentration in Advertising
Columbia College Chicago
05.2011
Skills
- Customer Success Management: Expert in driving product adoption, expansion, and retention
- Strategic Communication: Exceptional at articulating product value and engaging stakeholders
- Data-Driven Decision Making: Proficient with analytics tools to inform strategy and product development
- Project Management: Skilled in Agile, Scrum, and Waterfall methodologies for customer experience enhancement
- Technology Proficiency: Advanced knowledge of Salesforce, SharePoint, and AI tools for effective technology deployment
Accomplishments
JPMorgan Wealth Management - Associate Development Program
- Top 1% Performer, 2023
JPMorgan Wealth Management Hispanic Leadership Forum
- Engaged in professional development and recruitment activities, 2021-2022
Affiliations
- Pi Kapp Alpha
Certification
FINRA
Financial Industry Regulatory Authority Security Licenses
Chicago, IL
- Series 6, Series 7, Series 63, Series 66
Languages
Spanish
Professional Working
Timeline
CX Success Office: Senior Associate
JPMorgan Wealth Management
06.2022 - Current
Process Manager I, Quality Assurance/Controls & CE
JPMorgan Chase & Co.
06.2019 - 02.2022
Investment Senior Specialist III
JPMorgan Securities LLC.
06.2017 - 06.2019
Relationship Business Specialist (SBS)
Chase Bank
06.2015 - 06.2017
Master of Science - Specialization in Project Management
Purdue Global University
Bachelor of Arts - Concentration in Advertising
Columbia College Chicago
FINRA
Financial Industry Regulatory Authority Security Licenses
Chicago, IL
- Series 6, Series 7, Series 63, Series 66
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