Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cierra Jackson

Dallas,TX

Summary

High-performing Bank Customer Service Representative with extensive experience providing exceptional service and support in fast-paced banking environment. Skilled in resolving customer issues, providing financial advice and cross-selling bank products. Strong communicator and problem-solver committed to helping customers achieve financial goals.

Overview

8
8
years of professional experience

Work History

Collections Agent

Genpact
05.2023 - Current
  • Processed payments and applied to customer balances.
  • Achieved performance goals on consistent basis.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Negotiated to collect balance in full.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
  • Night shift lead (Remote)

Bank Teller/Member Services Specialist

Prestige Community Credit Union
09.2022 - 10.2023
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Cross-trained and backed up other customer service managers.
  • Trained staff on operating procedures and company services.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Sought ways to improve processes and services provided.
  • Assisted Call center reps as needed in my free time

Personal Banker

Lamar National Bank
01.2020 - 09.2022
  • Worked closely with management to strategize sales techniques to increase branch production and customer service.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Cross-sold bank products and services to meet customer needs and provide options.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Networked to increase client base and encourage existing clients to expand financial portfolios.
  • Expanded client base by promoting new financial products.
  • Tracked and processed customer account requests and applications.
  • Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
  • Collected customer information and completed new account forms.
  • Greeted customers and delivered information about new account processes.

Marketing Consultant

222 Consulting Firm
08.2017 - 01.2020
  • Consulted with clients on business issues and developed innovative proposals.
  • Planned and executed events and marketing programs to increase qualified leads.
  • Achieved client vision and marketing objectives by collaborating with various departments.
  • Consulted with clients on business issues and developed innovative, high-impact proposals.
  • Developed technical and non-technical marketing presentations, public relations campaigns, articles, and newsletters.
  • Collaborated with sales team to increase brand awareness and enhance business development by building and maintaining relationships with [number] key accounts.
  • Maximized advertising efforts by developing content for media relations, corporate communications, and social media posts.

Area Supervisor

Ross Dress For Less
08.2017 - 01.2020
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Planned sequence of operations and established schedule.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.

Bank Teller

East Texas Professional Credit Union
09.2015 - 07.2017
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Processed customer transactions promptly, minimizing wait times.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Educated customers on online banking and mobile banking applications.
  • Cross-sold credit cards, loans and other bank products.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Sold and cross-sold bank products to new and existing customers.
  • Identified sales opportunities and referred customers to branch partners in financial services.

Education

Banking And Financial Support Services

Collin Community College
Plano, TX
06.2024

High School Diploma -

Marshall High School
Marshall, TX
06.2015

Skills

  • Account Auditing
  • Delinquent Account Management
  • Repayment Plan Structuring
  • Fair Debt Practices
  • Credit Adjustments
  • Collections Processing
  • Financial Controls Development
  • Issue Investigation
  • Finance
  • Relationship Building
  • Goals and Performance
  • De-Escalation Techniques
  • Computer Skills
  • Product Education
  • Key Holder Experience
  • Customer Relations

Timeline

Collections Agent

Genpact
05.2023 - Current

Bank Teller/Member Services Specialist

Prestige Community Credit Union
09.2022 - 10.2023

Personal Banker

Lamar National Bank
01.2020 - 09.2022

Marketing Consultant

222 Consulting Firm
08.2017 - 01.2020

Area Supervisor

Ross Dress For Less
08.2017 - 01.2020

Bank Teller

East Texas Professional Credit Union
09.2015 - 07.2017

Banking And Financial Support Services

Collin Community College

High School Diploma -

Marshall High School

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