1. Chris Bernard Cell # (614) 204-8707
Cbernard@columbus.rr.com
Career Skill Set Summary
- Analytical Thinking - Strategy Development - Policy Implementation
- Process Improvement - Facilitator - Employee Development
- Problem Resolution - Change Management - Sales
Experience
Business Process Analyst – CCB Policy & Platform Team - JPM Chase, October 2014 - Current
 Analyzed Policy and Procedures and rebuilt for Future State, as well as Process Improvements for General Inquires
Interactions & Documentation Interaction. General Inquiry $4.4M & Documentation $1.2M in projected business
benefits.
 Responsible for components of One Chase Service Design and Implementation project, creating one operating
system for customer service specialists across Chase Lines of Business (Card, Retail, Auto, and Home).
 Research and Analysis to discover Demand Migration opportunities, developed recommendation packages to
enhance customer and front line Chase specialist’s processes and services.
Process Engineer - Business Analyst – Credit Card Services, 2011 - 2014
 Key role in First Person Resolution Immersion Team, created improved procedures and training presentation for
front line employees. First Person Resolution performance metrics, surpassed company goal of 72% with
achievement of 77%, beginning metric was 67%.
 Developed call listening project teams for ongoing projects and support processes for Chase credit card department
enterprise wide.
 Our call listening teams were used in specialist feedback sessions across sites to increase advisor knowledge share
and establish best practices. Adopted across Card Services
 Implemented improvements in customer service for front line specialists’ performance reports and front line systems
such as linking online admin tool to single sign-on. End result was improved efficiency and ease of use.
Team Leader – Chase Freedom Division Credit Card Services – JPM Chase, 2009 - 2011
 Promoted to Team Leader in less than 12 months from role of Relief Team Leader.
 Managed and developed 4 individual teams of 16 to 24 financial specialists. Increased efficiency, confidence,
knowledge, and ability to provide better service and overall experience for our customers.
 Created high performance environment so each of my teams surpassed all performance metric goals.
 Ranked Top Team Leader JP Morgan Chase Best Customer 4th Quarter 2010 through achievement of
highest team scorecard.
 As the Best Customer Division New Hire Point Manager worked with recruiters and trainers to create stronger hiring
practices and participated in new hire training to assist in on boarding of the new customer service specialists.
 Top priority goals were improving CSAT and Target Attempt Rate.
- Customer Satisfaction Surveys (CSAT) goal of 4.5 achieved 4.75
- Targeted Attempt Rate goal of 48% and achieved 60% offering card products to enhance customer
experience, card usage, and loyalty.
Financial Advisor - JPM Chase Card Services, 2005- 2008

2.  Achieved top team scorecard in performance metrics by providing excellent service to customers and peers.
 Promoted to senior advisor as a result of achieving top metrics on scorecard performance but also by taking
on extended role of helping my fellow specialists while still providing best customer service.
 Developed Credit Card financial specialists into higher positions and extended roles. While Team Manager
assisted six specialists in becoming Relief Team Managers
 Developed specialists into extended roles: Subject Matter Experts, Training Assistants, and Floor
Supervisors. The extended roles not only helped employees who wished to progress towards management
but also those who were not interested in management but did wish to develop their skills, abilities, and assist
the department.
Membership Advisor Lifetime Fitness, 2003-2005
 Increased overall sales 15% from 50 sales a month to 60 sales a month by implementing a point of sale
customer referral program. This was implemented throughout club.
 Customer retention 25% higher than average through structured personal follow-up on individual’s progress, this
also resulted in 50% higher than average monthly referral sales.
Education
Franklin University, Columbus, OH
 Masters in Business Administration.
 Program included Leadership Development,
Marketing Programs, Financial and Change Initiatives.
Computer Skills
Microsoft Office, PowerPoint, Word, Excel, SharePoint, Nice, Avaya, Enkata, First Assist, and C3
.
Other Experience
Upper Arlington Jiu-Jitsu May 2014 - Current
 Managing Director and business owner as of February 2016
 Jiu-Jitsu instructor, teach and coach Gracie Jiu-Jitsu Martial Arts
Miami University, Oxford, OH
 B.S. Marketing
 Minor International Business