Brittany Reyes
San Antonio,TX
Summary
Qualified Customer Service specialist with 9 years experience in fast-paced customer service and call center environments with a specialty in Banking. Personable and professional under pressure. Self-motivated with exceptional communication and computer capabilities. Adept at training new Quality Assurance Analysts, developing Member Service Agent training material, delivering positive coaching feedback, resolving customer issues, credit card banking, identifying and improving customer issues, and licensed retail banking.
Overview
11
11
years of professional experience
Work History
Licensed Relationship Banker
JPMorgan Chase Bank N.A
San Antonio, TX
04.2019 - Current
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Passed all required exams (SIE, Series 6, Series 63, and Life Insurance) to become a fully licensed banker.
- Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Generated new business and referral clients in partnership with financial advisors and branch team.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Brainstormed ideas outlining financial data to assist management with making strategic plans and operational decisions.
- Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Gathered and reviewed customer feedback to improve operations.
Customer Service Representative
JPMorgan Chase Bank N.A
San Antonio, Texas
01.2017 - 03.2019
- Address customer service inquiries in a timely and accurate manner.
- Give accurate and appropriate information to answer questions, troubleshoot issues, and go above and beyond with a Customer Obsessed attitude.
- Achieved 100% Banker Satisfaction and Customer Satisfaction survey scores for the past six months, and exceeded department goal since starting production with a running total of 4,444 perfect surveys in 2018.
- Achieved the highest rating of "Strength" for all targeted goals (such as AHT, Adherence, D-Time, Surveys, and ACW).
- Recognized as being the recipient for the most Five Keys awarded in the first quarter of 2018.
- Awarded Customer Obsessed Champion for the San Antonio site in the months of January, June, August, September, and November of 2018 for calls and highest Banker/Customer surveys in my department.
- Promoted to Floor Coach after nine months on production floor. This role entails supporting new hires, answering questions in floor chats, covering the floor in the case of Team Leads absence, and being a point of contact for the team.
- Awarded Elite 07 Most Valuable Person for May and September of 2018.
- Received an Award of Excellence for Best in Banker Satisfaction 2018 for the entire department.
Customer Service Representative/Quality Assurance Analyst
Xerox
San Antonio, Texas
04.2014 - 01.2017
- Initiated operation improvements to improve overall call center productivity.
- Promoted to Quality Assurance Analyst within 4 months.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
- Completed 30 agent audits per day (Including Calls and Emails).
- Provided feedback to Member Service Agents and follow-up with members.
- Managed work flow to exceed quality service goals.
- Trained 5 oncoming Quality Assurance Analysts.
- Gained proficient knowledge in Microsoft Excel, Word, PowerPoint, and Access.
- Performed "Side by Side" evaluations to identify Agent improvement.
- Became a point of contact for my team to help answer questions and assist with any issues that may arise.
Insurance Agent Assistant
Farmers Insurance
San Antonio, Texas
09.2013 - 04.2014
- Met with 30 existing and prospective clients each week to select appropriate insurance policies.
- Calculated quotes and educated potential clients on insurance options.
- Tracked the progress of all outstanding insurance claims.
- Managed Social Media sites to bring in business and promote the company.
- Took inbound calls, called existing clients, and made Cold Calls to boost business.
- Researched and resolved areas of concern for potential and existing clients
- Generated leads and met with potential clients to explain insurance options and encourage purchases
Child Care Associate
Play Works Child Care Center
San Antonio, Texas
05.2012 - 02.2013
- Handling the needs of children 6 months - 9 years.
- Developing lesson plans as necessary per business needs.
- Chaperoned children on field trips.
- Planned and managed learning-focused, imaginative and play-oriented activities for all aged children
- Consulted with families to discuss activities and behaviors of each child
- Worked with children individually and in groups to teach social, communicative and problem-solving skills
Games Lead
Six Flags Fiesta Texas
San Antonio, Texas
03.2011 - 08.2012
- Promoted from Team Member to Team Leader within 7 months.
- Helped manage the day to day operations of the Game area.
- Handled guest complaints with a friendly and helpful demeanor.
- Carried, counted, and handled large amounts of cash daily.
- Managed Team Members during daily activity.
Skills
- Detail Oriented
- Quick Learner
- Series 6, 63, and Life Insurance Licensed
- Microsoft Word, Excel, PowerPoint, and Access Proficient
- Agent Development
- Proficient in Cash Management
- Exceptional Communication Skills
- Quality Assurance Specialist
- Problem Solver
- Retail Banking
- Credit Card Banking
- Inbound and Outbound Calling
- Business Development
- Strategic planning
- Policies and procedures
- Improvement initiatives
Licenses
- SIE
- Series 6
- Series 63
- Life Insurances
- Notary Public
Timeline
Licensed Relationship Banker
JPMorgan Chase Bank N.A
04.2019 - Current
Customer Service Representative
JPMorgan Chase Bank N.A
01.2017 - 03.2019
Customer Service Representative/Quality Assurance Analyst
Xerox
04.2014 - 01.2017
Insurance Agent Assistant
Farmers Insurance
09.2013 - 04.2014
Child Care Associate
Play Works Child Care Center
05.2012 - 02.2013
Games Lead
Six Flags Fiesta Texas
03.2011 - 08.2012
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