Alicia Jecroy
Jacksonville,Florida
Summary
Experienced Product Support Representative bringing over 8 years of quality performance in customer support supervisory roles within the Finance and Technology industry. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
12
12
years of professional experience
Work History
Client Service Manager
FIS
07.2020 - Current
- Onboarding several Fortune 500 Companies and developing working relationships
- Managing multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Leading and developing a team of 10+ Product Support Representatives for each client
- Enhancing client satisfaction by addressing concerns and providing timely solutions.
- Collaborating with cross-functional teams for better service delivery and client experience.
- Generating weekly and monthly service reports for all clients and senior management
- Successfully resolving escalated client issues, restoring trust and safeguarding the company''s reputation.
- Developing customized service plans tailored to individual client needs, resulting in increased retention rates.
- Conducting regular client reviews to identify areas of improvement, leading to enhanced service offerings.
- Implementing key performance indicators to monitor team performance, driving continuous improvement initiatives.
Managed Applications Services Consultant
FIS
01.2017 - 06.2020
- Managed and advised over 15 Fortune 500 clients on treasury products, payment services, receivables, and hosted services
- Monitored clients’ inbound/outbound payment flows in their treasury databases
- Created over 100+ Standard Operating Procedure documents for internal and external training purposes
- Documented and evaluated client business/software issues using available internal tools for investigation
- Responded to clients with corrective measures and solutions for reported issues
- Contributed to the design of enhanced functionality providing client perspective.
Loan Collector
Bank of America
10.2016 - 01.2017
- Administered routine outbound or inbound calls at any stage of delinquency
- Contacted delinquent or high-risk customers to secure payment and determine reason for delinquency on active auto loans
- Managed an established list of accounts on an automated collection system
- Negotiated complex payment programs or arrangements with minimal guidance while staying within the collection’s compliance guidelines.
- Increased loan repayment by proactively monitoring delinquent accounts and implementing effective collection strategies.
Customer Service Representative
The UPS Store
11.2015 - 08.2016
- Expedited process of shipping packages domestically and internationally
- Conducted fingerprints
- Assisted customers with business needs
- Maximized sales on shipping and office products
- Trained new team members
- Performed opening and closing procedures
- Assisted with Notary Services
- Managed risk by performing packaging quality inspections
- Responded to and resolved customer inquiries, complaints, and issues.
Administrative Assistant
University Of West Florida
08.2011 - 08.2014
- Assisted university Academic Advisers by setting up appointments for the advisors to meet with their respective students
- Maintained and organized Excel databases of 500+ students in the program
- Designed and prepared PowerPoint presentations for academic seminars
- Hosted many academic seminars for students throughout each semester.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Education
Bachelor of Science in Business Administration, Management -
University of West Florida
Pensacola, Florida08.2016
Skills
- Proficient in Financial/Technology Software
- Project Management
- Account Management
- Client Services
- Report Generation
- Inter-Department Collaboration
- Analytical thinking
- MS Office Expert
- Problem-solving abilities
- Technical proficiency
- Training and development
- Handling Escalations
Professional Development And Certifications
- ITIL, 04/01/17
- CAPM/PMP Exam Preparation Certificate, 03/15/21 - 05/03/21
Timeline
Client Service Manager
FIS
07.2020 - Current
Managed Applications Services Consultant
FIS
01.2017 - 06.2020
Loan Collector
Bank of America
10.2016 - 01.2017
Customer Service Representative
The UPS Store
11.2015 - 08.2016
Administrative Assistant
University Of West Florida
08.2011 - 08.2014
Bachelor of Science in Business Administration, Management -
University of West Florida