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B R Y A N C A P R I T T A
1000 Falls Trail, Malabar, FL 32950
BCapritta@gmail.com ♦ 321-501-9288
S U M M A R Y
Over 10 years of experience in policy / procedure, operations, training, and project management specializing in
technology and performance development, and customer experience improvement. Demonstrated history of high
standards and proactive, self-driven performance. Adaptable motivator, instrumental in keeping self and team
focused under pressure. Clear and candid communicator with technical and non-technical audiences who actively
listens and seeks understanding to exceed expected goals. Advanced user of Microsoft Office: Excel, Word,
PowerPoint.
P R O F E S S I O N A L E X P E R I E N C E
JP Morgan Chase | Columbus, OH / Melbourne, FL | November 2009 – Present
AVP, Customer Experience – Process & Technology Business / Reporting Analyst, August 2012 – Present
 Contributed to over 1 billion improved customer / employee experiences through Root Cause Analysis of
inquiry, escalation, and complaint data to discover trends, patterns, irregularities, and correlations; identifying
opportunities and developing policy / procedure change recommendations for business unit senior managers,
and directing prioritization of changes based on impact analysis.
 Directed a team of 18 Process and Technology Root Cause Analysts for the Customer Experience within the
Control and Risk Management Organization, supporting 24 lines of business reporting to Control and
Transaction Operations.
 Transformed over 75 control and risk management policies / procedures by building complex reports and
presenting to metric owners and team executives, facilitating discussion through thought leadership.
 Reduced trending customer complaints by implementing technology automation strategies, including
automated metrics reporting, document verbiage, system functionality, and user interfaces.
 Reduced operational risk by consolidating the policies / procedures of 24 lines of business into a uniform
operational servicing model through sampling, merging of processes, training leadership, creating and issuing
reference materials, performing regular audits, and on-boarding new lines of business.
 Prioritized technology and process initiatives by managing Service Center Profiles, i.e. servicing volumes,
business functions, customer demographics, contact and location information, staff headcounts.
Home Lending Loss Mitigation Job Coach / Trainer / Procedure Creation, December 2010 – August 2012
 Monitored and improved performance of over 400 employees by identifying and correcting site performance
gaps, facilitating / creating nation-wide training materials, creating/implementing policy updates, and providing
one-on-one support and QA. As a result, the Melbourne Operations Center was used as the model servicing
site for national development.
 On-boarded two flagship servicing sites by facilitating new hire training and providing production support.
 Increased site productivity by delivering presentations to executive management and partnering with project
managers to prioritize and implement improvements to technology and software.

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 Hosted classroom-based trainings on ethics, customer service, and system / software functions to technical
and non-technical audiences.
Senior Loss Mitigation Relationship Manager / Home Lending, November 2009 – December 2010
 Managed pipeline, projects, quality and service levels. Implemented process changes / enhancements.
 Recognized by management and peers as a top agent and a ‘go-to’ team member for answers on policies /
procedures, and objectives. Appointed by management as substitute lead in their absence.
 Addressed all aspects of loan servicing via account updates, customer complaints, doc generation, follow-ups
and escalations. Promoted within one year.
Law Offices, Inc | Melbourne, FL | August 2008 – August 2009
Office and Finance Manager, August 2008 – August 2009
 Managed employee operations, policy and procedure implementation, and dispute resolution among staff.
 Accounts payable / receivable, collections, petty cash and supply management, payroll, and record keeping.
 Improved efficiency of client case management by maintaining and streamlining business/client records and file
systems.
Miele Appliances, USA | Boca Raton, FL | November 2006 – August 2008
Project Sales Manager / Caribbean Territory Manager, August 2007 – August 2008
 Managed multi-million dollar accounts with high-end developers, contractors, and dealers on mega-projects for
Southeast U.S., the Caribbean, and South America. Increased new accounts by conducting presentations and
proposals to prospects.
 Hosted trainings to project-sales staff, one-on-one product training with homeowners to solidify the relationship
and promote Miele as a high-end brand, resulting in cross-sell opportunities and a 15% increase in referrals.
 Managed eight retail dealer accounts and 25 individual employees providing them with performance reviews,
updates, and policies / procedures. Scheduled and conducted product trainings in showroom and on site at
dealers’ locations.
Showroom Assistant Manager, November 2006 – August 2007
 Coordinated and directed daily operations for a team of eight; brought annual sales from $700K to $1.8 million,
exceeding projected sales quota by $300K; originated, organized, and conducted curriculum for sales trainings,
demonstrations, and classes for clients and dealers.
Grey Direct | Chicago, IL | May 2006 – September 2006
Account Coordinator (Direct Marketing / Digital Media) – Internship, May 2006 – September 2006
 Created and pitched new business presentations, ultimately obtaining partnerships with LasikPlus, Sears and
Citibank (accounts estimated to total $40 Million a year).
 Aided in the production of multiple domestic and international projects for United Airlines.
E D U C A T I O N
University of Central Florida | Orlando, FL | May 2006
Bachelor of Arts Degree - Mass Communication & Digital Media