Brianna Hackett
Summary
Experienced Client-Service Professional skilled in managing complex relationships and delivering high-quality support in fast-paced, regulated environments. Proven track record in enhancing client satisfaction and retention through clear
communication and precise organization. Strong problem-solving abilities and commitment to team collaboration
ensure client expectations are consistently exceeded.
Overview
4
4
years of post-secondary education
12
12
years of professional experience
Work History
Client Service Associate
JPMorganChase
Chicago, IL
03.2021 - Current
- Primary contact for 60+ clients; manage end-to-end cases from intake through resolution with emphasis on accuracy, timeliness, and satisfaction.
- Sustained high client retention and positive feedback through proactive communication and tailored solutions.
- Proactively monitor accounts to anticipate needs, prevent escalations, and maintain meticulous records for transparency and accountability.
- Led training sessions for clients and internal teams on product features and service protocols, increasing adoption and minimizing escalations.
- Partner with international clients; adapt communication to cultural nuances and apply active listening to resolve concerns efficiently.
- Implemented case management improvements to streamline workflows and reduce turnaround times for key request types, enhancing overall service delivery.
- Introduced process enhancements that improved case resolution efficiency, resulting in faster cycle times.
Caseworker
Circuit Court of Cook County, Illinois
Chicago, IL
01.2015 - 03.2021
- Managed 100+ active cases; coordinated with defendants, judges, and providers to ensure order compliance, contributing to a reduction in recidivism.
- Guided 750+ defendants to program completion and successful system exit through monthly check-ins, clear guidance, and barrier resolution.
- Produced monthly performance reports and coordinated 50+ weekly appointments while preparing 60+ memos, violations, and court filings per month with high accuracy under tight deadlines.
Education
Bachelor of Science - Family and Individual Development; Minor: Sociology
Northern Illinois University
DeKalb, IL 08.2010 - 12.2014
Skills
- Client & Case Management
- Account management
- Stakeholder Management
- Training & Enablement
- Communication
- Relationship Building
- Attention to Detail
- Time Management
- Prioritization
- Multitasking
- Process Improvement
- Cultural Competence
- Active Listening
- Client & Account Management
- Process Optimization
- Effective Communication
- Cross-Cultural Collaboration
- Problem Resolution
Timeline
Client Service Associate
JPMorganChase
03.2021 - Current
Caseworker
Circuit Court of Cook County, Illinois
01.2015 - 03.2021
Bachelor of Science - Family and Individual Development; Minor: Sociology
Northern Illinois University
08.2010 - 12.2014