Adrian Jenkins
Orlando,FL
Summary
Dynamic customer service professional with extensive experience at PNC Bank, excelling in issue resolution and online banking support. Proven ability to enhance team performance and elevate customer satisfaction through effective communication and staff development. Skilled in conflict resolution and data entry, consistently achieving high standards in service delivery.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
PNC Bank
Orlando, Florida
11.2022 - Current
- Provided step-by-step assistance with online and mobile banking, including password resets and navigation issues.
- Resolved billing discrepancies, transaction disputes, and account concerns, emphasizing first-call resolution.
- Verified client identity and processed requests in compliance with security protocols.
- Identified and escalated fraudulent or suspicious activity to appropriate departments for further investigation.
- Educated customers on PNC products and services, including checking, savings, and credit solutions.
- De-escalated upset callers while maintaining a calm, professional demeanor throughout interactions.
Customer Service Supervisor
Frank Gay Services
Orlando, FL
09.2018 - 11.2022
- Identified customer needs and resolved complex issues to enhance operational efficiency.
- Delivered prompt, friendly service for routine inquiries and complaints.
- Consistently met or exceeded benchmarks for call speed, accuracy, and volume.
- Managed high-volume inbound and outbound customer calls effectively.
- Explained product and service information to empower informed decision-making.
- Led process improvements to establish standard procedures and escalation policies for customer support.
- Maintained strong call control while efficiently navigating scripts to resolve issues.
- Reviewed customer account details to identify current problems and potential solutions.
Front Desk Manager
La Quinta Inns & Suites by Wyndham
Orlando, FL
06.2016 - 06.2021
- Managed guest check-in and check-out procedures, reservations and payments.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Managed customer complaints and rectified issues to complete satisfaction.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved guest complaints by addressing issues with rooms promptly.
Education
Timber Creek High School
Skills
- Guest services
- Tracking expenses
- Performance monitoring
- Communicating with clients
- Call documentation skills
- Data entry
- Staff development
- Issue and conflict resolution
- Team Management
- Performance Evaluations
- Online banking support
- IT support and help desk fundamentals
Certification
Google IT support professional certification
Timeline
Customer Service Representative
PNC Bank
11.2022 - Current
Customer Service Supervisor
Frank Gay Services
09.2018 - 11.2022
Front Desk Manager
La Quinta Inns & Suites by Wyndham
06.2016 - 06.2021
Timber Creek High School