Brianna Jackson
Burleson,TX
Summary
Customer Service Specialist with strong analytical skills and focus on delivering impactful solutions. Adept at leveraging data to improve customer satisfaction and operational efficiency. Proven ability to collaborate within teams, adapt to changing needs, and maintain high standards. Skilled in problem-solving, communication, and using CRM software to enhance service delivery.
Overview
10
10
years of professional experience
Work History
Chat Customer Service Analyst
Santander Consumer USA
12.2017 - Current
- Coordinated closely with sales teams to ensure accurate information dissemination and timely support for account-related matters.
- Streamlined processes for improved efficiency, implementing new CRM systems and training protocols.
- Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
- Improved overall team morale through open communication channels and fostering a supportive work environment.
- Demonstrated flexibility in handling varying workloads by adapting quickly under changing circumstances while maintaining focus on results.
- Proactively anticipated potential customer concerns, developing strategies to address them before they escalated into larger issues.
Phone Banking Officer
Conduent - Union Bank
07.2016 - 12.2017
- Exceeded sales goals regularly by effectively promoting credit card offers and other financial products tailored to customer requirements.
- Navigated complex banking systems proficiently, increasing accuracy of customer data entry and reducing errors.
- Assisted in training new hires through knowledge sharing sessions about best practices in phone-based banking support.
- Maintained strict adherence to confidentiality policies, ensuring the protection of sensitive client information at all times.
- Improved efficiency by staying up-to-date on regulatory changes and adjusting procedures accordingly.
- Handled over 100 incoming telephone calls, emails and chat requests daily.
Teller Coordinator
Wells Fargo
05.2015 - 07.2017
- Modified branch processes as needed to adapt to changing business requirements, maintaining efficiency during transitions.
- Addressed employee issues and conflicts, applying listening and communication skills to promote quick resolution.
- Handled large volumes of currency securely while adhering to established security protocols, reducing risk of loss or theft.
- Streamlined teller operations by implementing effective cash management procedures.
- Supported the development of tellers by creating skill-building opportunities and facilitating knowledge-sharing sessions.
- Trained and coached 5 tellers on banking operations to provide exceptional customer service.
Education
High School Diploma -
Trimble Technical High School
Fort Worth, TX06-2012
Skills
- Complaint handling
- Complaint resolution
- Order fulfillment
- Stock management
- Logistics support
- Teamwork and collaboration
- Attention to detail
- Multitasking Abilities
- Understanding customer needs
- Computer skills
Timeline
Chat Customer Service Analyst
Santander Consumer USA
12.2017 - Current
Phone Banking Officer
Conduent - Union Bank
07.2016 - 12.2017
Teller Coordinator
Wells Fargo
05.2015 - 07.2017
High School Diploma -
Trimble Technical High School
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