1. Kenneth McCaughin
290 Evergreen Cir, Gilberts, IL, 60136 847-542-1157  ksmccaughin@yahoo.com
SUMMARY
Unit Specialist with experience in combining business systems savvy with the latest technology and
trends, I am skilled at solutions which maximize speed, efficiency, and cost-effectiveness. Expertise in
building strategic relationships among teams using great organization, people leadership and
operational risk management. Excellent leadership skills. Flexible coaching style based on audience
experience with providing feedback to multiple personality types.
• Business Analysis • Meeting Management • Customer / Client Service
• Project Management • Root Cause Analysis • Leadership
• Quality Assurance • Risk Mitigation • Vendor Management
PROFESSIONAL EXPERIENCE
JP MORGAN CHASE, Elgin, IL 2011 to Present
Business Analyst/ Operations Risk/ Controls Analyst (2015 - Present)
 Involved in Project Management with OCC consent order projects
 Audited procedural documents for the tasks involved in the consent order
 Apply root cause analysis to findings identified by audit groups to mitigate risk
 Performed Quality Assurance on MIS related work
 Prepared weekly validations of consent order reporting.
Unit Specialist/ Business Analyst for Escalated Complaints/ Relief Team Leader (2011 - Present)
 Involved in Project Management creation and web design for new database.
 Assisted Team Leaders in managing an escalations unit Apply root cause analysis to business
unit procedure controls to mitigate risk. Reviews quality and assists employees with
performance issues identified by management, manage preparation of daily/monthly/annual
control validation. Trained new hire classes. Completed daily reporting to support the business.
Contacted with stakeholders and internal department peers. Provides recommendations for
improvements:
 Provided constructive feedback to specialists through development sessions.
 Assisted Team Leader on back end quality audits for complaints.
 Prioritized risks and controls in audits implemented 3 new controls to mitigate risk for the
department.
• Assisted Process Engineer with evidence for 2 successful audits.
• Lead by example and coach on key behaviors to drive results
• Worked with upper management on process updates to reduce company costs and drive
efficiency up 60%.
Escalated Complaints Customer Advocacy Specialist

2. • Reviewed and researched complaints using root cause analysis to categorize for possible process
improvements.
• Assisted with multiple reports including reconciliation for vendor related complaints and the
Vendor Remediation service level agreement report.
• Held process owner meetings to show my research for breakages or gaps in a given process and
gave suggestions on how to implement a new process.
• Hosted weekly and monthly Vendor meetings to calibrate with different departments related to
Vendor on changes in our process. Maintained business relationships with multiple contacts to
assist in research.
 Top ranked specialist received VIP award for 11/2013 and 12/2013
Kenneth McCaughin – Page Two
Customer Support Division Team Captain
• Evaluated and negotiated with each customer / client to establish the right solution.
• Actively created solutions to avoid accounts from charge off. Implemented “Customer Advocacy
and Great Negotiation” skills in each call to improve the customer’s experience.
• Maintained knowledge of P&P/Reg/COC along with any and all updates.
• Navigate through multiple systems to verify data accuracy.
• Process customer documents while communicating any discrepancies to ensure a resolution.
 Chosen for CSD Mentor Program
EDUCATION
Elgin Community College –
Focus Business Administration
COMPUTER SKILLS
Microsoft Office Microsoft Office Excel; Word; Power point; Visio; Access; Share point; Six Sigma; Oracle;
TYSYS; First Support; Customer Assist; File net; Live link; Web Stats; PDTBOLT; Teradata; RCSAs; NICE;
Other experience in Mortgage Banking, Auto/ Student Loan Versions of C3., Customer Knowledge
Center; iVault.