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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary
  • SKILLS & ABILITIES.
  • Motivated Quality Performance Specialist focused on streamlining service procedures and maximizing team efficiency. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates effective judgment in balancing customer, employee and company objectives.
  • Talented member services professional with over 15 years in customer service support and team leadership positions.
  • Dedicated services representative with versatile background across diverse businesses, including Banking and now Credit Union organizations. Skilled in cultivating productive relationships with clients – addressing individual inquiries and concerns.
  • Proven history of fostering to meet team, individual and management objectives during any position held within a fast moving call center environment that often experiences major changes to the nature of the financial industry.
  • Make suggestions to improve a process or clarify procedures in manual chapters used to perform every day duties in the call center environment.
  • Ability to effectively gather data and information as well as input data into necessary charts and or spreadsheets for future use.
  • Adept at managing concurrent objectives leading to high performance scores related to adherence and objectives within Navy Federal Credit Union.
  • Results-focused professional with strength in uncovering information which can be used to stop fraudulent activities that would adversely affect member accounts/Credit Cards/Debit Cards as well as Navy Federal.
Skills
  • Banking
  • Business plans
  • Call center
  • Coaching
  • Credit
  • Debit
  • Instruction
  • Leadership
  • Listening
  • Mainframe
  • Power point
  • Operating systems
  • Presentations
  • Quality Performance
  • Research
  • Sales
  • Video Banking
  • Claims processing
  • Training and Development
  • Member relations
Experience
MEMBER SERVICES REPRESTATIVE I CCO GPO, 01/2000 - Current
Navy Federal Credit Union City, STATE,
  • Respond to inquiries and requests from members and other individuals within a 24/7 high volume call center.
  • Provide information regarding Navy Federal products and services.
  • Provide an excellent customer experience while actively listening and utilizing multiple operating systems in order to address the needs of members and non-members with their issues and concerns.
  • Perform actions related to transfers, payments, or related functions associated with savings, checking, consumer loans, credit cards, mortgages and other Navy Federal products and services.
  • Advise members of other products and services that may fit their needs and provide a positive experience even during times when a caller must be directed/transferred to another department within the contact center if a dedicated specialist is required for their situation.
RESOLUTIONS CREDIT CENTER SPECIALIST, 07/2018 - 01/2020
Regions Bank City, STATE,
  • Respond to calls and inquiries in a high-volume call center environment.
  • Assist Business and Consumer customers with Loan / Line of Credit and Credit Card inquiries and payments.
  • Provide preliminary research regarding unresolved lien releases and title issues.
  • Maintain goals associated with performance quotas and standards.
  • Perform maintenance when required on customer accounts.
    Including transfers, account closures, reissue lost/stolen Credit and Debit cards.
  • Filed dispute claims on Credit and Debit cards. Follow-up on status of claims.
  • Processed customer account changes using TSYS.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
QUALITY ASSURANCE PERFORMANCE SPECIALIST, 11/2016 - 07/2018
Regions Bank City, STATE,
  • Monitor employee performance and adherence to bank and industry compliance regulations.
  • Provide feedback to strengthen and secure adherence to regulation standards within the Banking industry.
  • Identify coaching opportunities to improve performance associated with product offerings, efficiency, policy and procedures, service standards and customer loyalty.
  • Provide compliance input on business plans, projects in line with operational requests.
  • Serve as a subject matter expert for Electronic Banking, Credit servicing, General Center, and Video Banking departments.
  • Create and facilitate huddles as requested for contact center teams to assure compliance with current trends associated with the business needs.
  • Train new hire associates in Quality performance policy and procedures including presentations via power point during class instruction/onboarding.
  • Maintain daily/weekly/monthly goals associated with performance of duties on a consistent basis.
  • Complete monthly reports for leadership to ensure all associates assigned were tracked appropriately and received the correct number of evaluations.
  • Maintain knowledge level for various banking systems including TBUD, Sales and Services, ACLS, TSYS, Verint, and Mainframe.
  • PAGE 2.
Education and Training
MASTERS: BUSINESS ADMINISTRATION, Expected in 12/2015
-
Belhaven University - Jackson MS,
GPA:
BACHELOR OF BUSINESS ADMINISTRATION: , Expected in 12/2013
-
Belhaven University - Jackson, MS
GPA:
Activities and Honors

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School Attended

  • Belhaven University
  • Belhaven University

Job Titles Held:

  • MEMBER SERVICES REPRESTATIVE I CCO GPO
  • RESOLUTIONS CREDIT CENTER SPECIALIST
  • QUALITY ASSURANCE PERFORMANCE SPECIALIST

Degrees

  • MASTERS
  • BACHELOR OF BUSINESS ADMINISTRATION

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