Chanelle Jefferson
Richmond,VA
Summary
To secure a career opportunity utilizing management, customer service, organization and communication skills to the benefit of customers and business growth. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Maximus
09.2023 - 03.2024
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Served customer account and technical needs across 60+ daily calls, consistently meeting productivity and quality targets.
Digital Banker
Primis Bank
03.2023 - 09.2023
- Maintained up-to-date knowledge of regulatory requirements related to digital banking services, ensuring full compliance in all operations.
- Enhanced customer satisfaction by providing efficient and knowledgeable digital banking support.
- Developed customized financial plans using digital tools, contributing to increased overall client satisfaction.
- Managed portfolio of high-value clients, ensuring their seamless transition to digital banking platforms.
- Analyzed customer feedback data to identify areas for improvement and optimize digital banking services.
- Collaborated with cross-functional teams to develop innovative digital banking solutions tailored to client needs.
Data Entry Clerk
Virginia ABC
02.2022 - 09.2022
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
- Maintained high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
Customer Service Specialist
Wells Fargo Bank, NA
08.2019 - 08.2021
- Identified opportunities to improve customer retention and experiences
- Performed moderate to complex customer service tasks
- Assisted with customer-related internal and external issues
- Provided training on policies and procedures to external and internal customers
- Processed and completed escalation of non-routine and routine calls.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and customer''s needs.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Customer Service Representative
Richmond City (311 Center)
10.2018 - 01.2019
- Answered calls to help constituents of Richmond City and surrounding counties
- Processed incoming and outgoing mail
- Assisted with general inquiries as it related to policies, procedures, and permits
- Provided accurate, valid, and complete information; gearing towards first call resolution
- Kept records of customer's contacts, processed customer billing accounts, and filed pertinent documentation
- Resolved customer complaints via direct contact, mail, or social media.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Bank of America, Na
09.2017 - 04.2018
- Inbound call center associate assisted customers with account maintenance and bank policies
- Analyzed complex customer correspondence and took appropriate action
- Performed filing, data management, drafting, and editing short office memos
- Reviewed financial advancements for Bank of America customers within their current banking portfolio
- Processed credit card payments and collected on delinquent accounts
- Used call tracking system to escalate calls and to use as reference tool for escalated call issue
- Performed compensation loss of funds and securities to assist with company guidelines.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Service Representative II
T-Mobile
05.2016 - 03.2017
- Inbound call center associate assisted customers with product ordering, refunds, and exchanges
- Assisted callers with billing inquiries and account activation and maintenance
- Completed accurate paperwork and transactions according to company policies and procedures
- Assisted in tasks, duties, or projects as assigned by management
- Assisted customers with service activation, changes, and bill payments
- Exceeded in monthly revenue goals through acquiring new customer's accounts, maximizing existing customer's accounts by identifying revenue opportunities, and excelling in quality metrics.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Bachelor of Business Administration - Business Administration
American Intercontinental University
Chicago, IL11.2017
Skills
- Administration
- Strong organizational skills and proficient in Microsoft Word, Excel and PowerPoint
- Detailed oriented, with time management and prioritization
- Strong oral and written communication skills
- Problem solving and analytical skills
- Sales
- Create good rapport, strong business awareness and execute power of persuasion
- Outstanding people skills with focus on consumer relations and problem solving
- Leadership
- Facilitate team building exercises and assist with training of new hires
- Conduct 360 coaching among peers as needed for meeting business goals and expectations
- Customer Relationship Management (CRM)
Timeline
Customer Support Specialist
Maximus
09.2023 - 03.2024
Digital Banker
Primis Bank
03.2023 - 09.2023
Data Entry Clerk
Virginia ABC
02.2022 - 09.2022
Customer Service Specialist
Wells Fargo Bank, NA
08.2019 - 08.2021
Customer Service Representative
Richmond City (311 Center)
10.2018 - 01.2019
Customer Service Representative
Bank of America, Na
09.2017 - 04.2018
Customer Service Representative II
T-Mobile
05.2016 - 03.2017
Bachelor of Business Administration - Business Administration
American Intercontinental University
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