Patricia Ann Stone has over 25 years of experience in quality assurance, operational risk management, and team leadership at JP Morgan Chase. She has a proven track record of identifying risks, performing independent testing, and facilitating process improvements. Currently she is an RCSA Control Analyst focusing on quality assurance and risk management reviews.

1. Patricia Ann Stone
8508 Maple Street, Marengo, IL 60152  815-276-1111  pastone62@yahoo.com
SUMMARY
RCSA QualityAnalyst,Operational RiskQualityAnalystwithexperience inHR,Digital andTPOtesting.
Additionallymybackgroundincludes:Call CenterandOperationsTeamLeaderwithprovenlabilitiesand
contributions inacall centerenvironmentaswell asback-office operationsunit. Iam organizedand
have strongoperational processknowledge. I work well bothindependentlyandinateam
environment. Ihave strongcommunication skillswithcommitmenttoachievingoptimal results.
 QualityAssurance  ExcellentCollaborator  Team Management
 Coach/mentor  ALM Experience  IndependentTesting
 PaymentOperations  Resourceful/Tenacious  Project/Time Management
PROFESSIONAL EXPERIENCE
JP MORGAN CHASE, Elgin, IL 1994 to Present
RCSA Control Analyst II, CCB Staff Functions (2015 - current)
 IdentifiedgapthatresultedinaRiskManagementreview and updatestothe Control BG&P.
 Performedindependenttestingof CCBStaff FunctionsRCSA Controlsusingrandomsampling.
 Facilitatedtestwalkthroughs providingcontrol testupdates;processimprovements; held
status/closingmeetingswithLOB.
 Writtentestscripts; documentedtestingresultsinALM,andSharePoint.
 Developed relationships withSr.Leadership andbusinesspartners.
JP MORGAN CHASE, Elgin, IL
Officer, Operation Risk Oversight Quality Analyst II (2013 - 2015)
 Independenttestingof residualriskforGCC operational unitsusingrandomsampling.
 Followedestablishedtestingprotocolsto create maintainingasustainableandcontrolled
infrastructure.
 PartneredwithLOBbeingtestedtoobtaintestingmaterialsandbecome SMEon processes.
 Communicatederrorreporting;fosteredrelationships workedwithSr.Leadershipwithinthe line
of businessonpotential actionplanstoreduce residualrisk.
 Analyzedpoliciesandprocessestoimproveinternal testingdeterminedrootcause andsuggested
solutions to mitigate issues.

2. JP MORGAN CHASE, Elgin, IL
Team Lead, Global Commercial Card Customer Service Help Desk (2012 - 2013)
 Met Control Reviewdeliverables, objectivesandrequirementsaroundprocedures. Led
documentation,formattingandreview of entire HelpDeskProcedurestoinclude initial writing
of procedures, re-validate andtestwithassociates;ensuredaccuracybefore final approval and
postingtoGoTo.
 Delivered coachingandfeedbackregardingindividual QualityAuditswithspecialists.
 Met dailydeadlinesbyutilizingandadjustingstaff wherevolumesdictate,in fast-paced
Operational units. Maintained/increasedbothcustomerandemployeesatisfaction,
managedto performance metrics (service level,staff schedule adherence,etc.) andmeeting
businessobjectives.
 Met day-to-daybusinessobjectivesbyleading the team, wrote andadministeredperformance
appraisals,maintainedemployeerecords.Communicatedthe statusof the business directly
withmanagementandcollaborative teamsacrossthe organization.
 EscalatedClientFacingissues/concernstoPCor RM team.
 Managed the successful completionof several clientmigrationstoPaymentNet4and SDG2.
JP MORGAN CHASE, Elgin, IL
Program Coordinator, Global Commercial Card (2011 - 2013)
 CollaboratedwithProgramCoordinatorteam;createdandmaintainedRejectedApplication
reports,assistedGovernmentAgencyProgramCoordinatorswithcardholderaccounts.
 ProvidedsupporttoPaymentteamwithCBR database input,assistedFraudteamwith
outboundcallsduringhighvolume breach.
JP MORGAN CHASE, Elgin, IL
Client Service Analyst, Global Commercial Card (2008 - 2011)
 Commercial CardClient ServiceAnalyst,New Accounts; general supervisorytasks;maintained
workflow,employeefilesandmanagedtemporaryemployeesthroughagencyandBeeline.
 CollaboratedwithManagementorprocessownersto streamline andidentifybestpractices
creatingefficiencieswithexceptionprocessessuchasstatementrequestsandgeneral mailbox
requests.
 PresentedMBRforLine of BusinesstoManagementteam.
 Ledthe successful conversionof Travel RewardstoTSYSLoyaltyas SupportMgr.
JP MORGAN CHASE, Elgin, IL
Team Manger Payment Operations (1994 - 2008)
 Remittance Processing Team Manager, lead a team of up to 18 direct reports.
 Developedandcreatedanoutline fora professional developmentplantoallow progressionof
an advisorto “SeniorOperator”.
 Provide dailyandmonthlyfeedback,coachingandcareerdevelopmentplanning todirectreports.
 On-goingdailycollaborationswithpeersinunittoensure dailyproductiondeadlines were met.
 Interview and make hiring decisions.

3. EXPANDED ROLES AND FUNCTIONS
Elgin Volunteer Leadership Group Co-Chair (2015 - Current)
 Co-leadthe ElginVLGkeepingthe timeline,monitoringprogresstowardsmilestonesand
deadlines;coordinatingall communicationswithinthe VLG.
 Maintainedthe calendarof meetingsforthe group,developandleadsatagendaat meetings
and holdsmembersaccountable fortheircommitmentsinplanningandexecutingvolunteer
activities.
 Lead communicationswithlocal leadershipinthe locationorLOB andreportsprogressagainst
the annual planfor volunteerism.
EDUCATION & LICENSES
Bachelorof Arts, ManagementandLeadership JudsonCollege Elgin,IL
Certificate,EssentialsandAdvancedProjectManagement ElginComm.College,Elgin,IL
Master Gardener(Alumni) Universityof Illinois
COMPUTER SKILLS
MicrosoftOffice:Word,Excel,PowerPoint,Outlook,SharePoint,TS1,HP, ALM