Allissa Chesser
Mooresville,IN
Overview
13
13
years of professional experience
Work History
Transaction Specialist II
J. P. Morgan Chase
Indianapolis, IN
01.2024 - Current
- Resolve 50-60 client disputes a day relating to ATMs
- Balance multiple general ledger accounts using SAP technology
- Investigate ATM outages while strictly adhering to Firm policies and procedures
- Use Bank systems to collaborate with multiple departments to resolve ATM-related issues.
Support Specialist II
Enavate, Inc
Tampa, FL
09.2022 - 11.2023
- Managed incoming client support requests in Microsoft Dynamics 365
- Completed and maintained contracts for new and existing clients
- Maintained understanding of ERP solutions for clients to meet changing needs
- Reviewed reports and client activity in Great Plains
- Maintained company credentials in Passportal
- Used remote access technology to assist with client issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Monitored systems in operation and quickly troubleshot errors.
- Communicated with clients to verify roots and causes of computer problems.
Senior Customer Care Manager
Dillmeier Glass Company
Van Buren, AR
07.2021 - 08.2022
- Managed day-to-day operations of outside sales team
- Produced reports showing daily activity of quotes and orders
- Worked with tier-one clients to meet project needs and deadlines
- Read dxf and dwg files to fabricate glass orders correctly
- Used A+W technology to send glass fabrication orders to production
- Used Salesforce technology to manage and track sales, goals, and communication
- Developed training sessions and material for sales and production
- Developed standard operating procedures that follow ASTM standards for glass fabrication
- Collaborated with engineering to safely and creatively meet customer needs.
- Developed and implemented customer service policies and procedures.
- Developed new employees and on-going performance assessment of current employees.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
Digital Services Group Officer
Bank OZK
Ozark, AR
01.2018 - 07.2021
- Managed day-to-day operations of online account opening support team and electronic deposit team
- Strategized with other lines of business to guarantee customer's financial success
- Fulfilled branch manager responsibilities for online accounts according to Bank policies and procedures
- Developed procedures for multiple teams while adhering to risk appetites
- Scripted and ran department cleanup projects using Foxtrot technology
- Built relationships with customers and agents in multiple lines of business
- Analyzed agent KPIs to determine monthly and quarterly goals
- Facilitated training and agent engagement seminars
- Completed hiring responsibilities for multiple areas in the department
- Managed and tested technology and website capabilities for business continuity.
- Educated staff on organizational mission and goals to help employees achieve success.
Call Center Officer
Bank OZK
Ozark, AR
06.2015 - 12.2017
- Managed day-to-day operations of multiple call center locations
- Developed call monitoring procedures and implemented call scoring
- Completed call center data analytics
- Published call statistics for all operations departments
- Professionally resolved customer service escalations
- Trained new agents in customer service strategies
- Brainstormed and developed customer experience enhancements
- Monitored agent call metrics
- Learned Bank and federal policy for new deposit accounts and commercial and retail lending.
Call Center Specialist
Bank OZK
Ozark, AR
04.2012 - 06.2015
- Assisted internal and external customers with various banking needs while adhering strictly to Bank and department policies and procedures
- Developed training material for call center and digital banking staff
- Managed incoming workflow requests from retail banking branches
- Trained new employees
- Lead department projects for manual system cleanup reports.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended products to customers, thoroughly explaining details.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Item Processor
Bank OZK
Ozark, AR
06.2011 - 04.2012
- Entered and balanced check information for all retail branches
- Processed cash letters to the Federal Reserve while following industry regulations
- Assisted with technology updates.
- Monitored accounts and reported concerns to management for further evaluation.
- Collected and documented cash, checks, and GL transactions.
Education
Some College (No Degree) - Business Technology
Arkansas Tech University
Russellville, ARHigh School Diploma -
Ozark High School
Ozark, AR05.2010
Skills
- Communication
- Emotional intelligence
- Leadership
- Process improvement
- Team building
- Change management
- Conflict resolution
- Sales Support
- Data Management
- Payment Processing
- Transaction monitoring
Timeline
Transaction Specialist II
J. P. Morgan Chase
01.2024 - Current
Support Specialist II
Enavate, Inc
09.2022 - 11.2023
Senior Customer Care Manager
Dillmeier Glass Company
07.2021 - 08.2022
Digital Services Group Officer
Bank OZK
01.2018 - 07.2021
Call Center Officer
Bank OZK
06.2015 - 12.2017
Call Center Specialist
Bank OZK
04.2012 - 06.2015
Item Processor
Bank OZK
06.2011 - 04.2012
Some College (No Degree) - Business Technology
Arkansas Tech University
High School Diploma -
Ozark High School