Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant
Allissa Chesser

Allissa Chesser

Mooresville,IN

Overview

13
13
years of professional experience

Work History

Transaction Specialist II

J. P. Morgan Chase
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
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
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
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
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
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
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, AR

High School Diploma -

Ozark High School
Ozark, AR
05.2010

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

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Allissa Chesser