Summary
Overview
Work History
Education
Skills
Timeline
background-images

Courtney Holley

San Antonio,USA

Summary

I am looking to obtain a challenging position where my customer experience can be leveraged and further strengthened. I would like the prospective opportunity to help progress my career and serve my passion for helping customers while working hard and succeeding in every opportunity given.

Overview

7
7
years of professional experience

Work History

Business Card Analyst

JPMorgan Chase
08.2024 - Current
  • Resolved customer inquiries regarding credit card accounts, enhancing satisfaction and loyalty.
  • Assisted with reconciliations and customer communications.
  • Worked with customers to answer questions, resolve disputes and research discrepancies.
  • Consistently met or exceeded performance metrics for call quality, resolution time, and customer satisfaction ratings.
  • Managed sensitive customer data with utmost discretion, ensuring compliance with privacy regulations and maintaining trust between clients and the organization.
  • Assisted in training new hires, sharing best practices and helping them quickly acclimate to their new roles as Credit Card Customer Service Representatives.
  • Educated customers on credit card benefits, driving increased utilization of rewards programs and value-added services.

Fraud Analyst

CITI Bank
11.2022 - 07.2024
  • Handling and protecting members sensitive information, such as social security, credit/debit card numbers, home address, etc.
  • Effectively taking calls and making outbound calls in order to assist our members with their finance needs
  • Analyzed transaction data to identify and mitigate fraudulent activity across multiple platforms.
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Customer Success Specialist

Wells Fargo
11.2021 - 11.2022
  • Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
  • Strengthened customer relationships through proactive communication and tailored support strategies.
  • Demonstrated strong communication skills when collaborating with fellow employees or assisting customers with inquiries or concerns.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Engaged in friendly conversation with customer to better uncover individual needs.

SHIFT SUPERVISOR

Starbucks
02.2019 - 09.2021
  • Leadership Experience – quickly and effectively respond to and remedy difficult situations presented by Team Members
  • Responded to and resolved escalated Customer questions and concerns
  • Opening Shift Leader – able to maintain steady pace at work amongst employees throughout the working period
  • Enforced company policies and regulations with Team Members
  • Money Handling Experience – reconciling of registers, transactions, counting safe, and cash deposits
  • Responsible for ensuring Store had adequate inventory by evaluating current demand trends, plan ordering and accounting for inventory on a re-occurring basis

Seasonal Sales Associate

James Avery Jewelry
11.2018 - 02.2019
  • Maintained in-depth product knowledge to assist customers with informed purchasing decisions.
  • Prepared merchandise for sales floor by pricing and polishing etc.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Built relationships with customers to encourage repeat business.
  • Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
  • Contributed to store promotions by creating attractive displays featuring wrapped gifts for inspiration and upselling purposes.

Education

High School Diploma -

JOHN MARSHALL HIGH SCHOOL
SAN ANTONIO, TX
06.2018

Skills

  • Fast Learner
  • Customer Service oriented
  • Conflict resolution techniques
  • Adapts quickly and embrace change

Timeline

Business Card Analyst

JPMorgan Chase
08.2024 - Current

Fraud Analyst

CITI Bank
11.2022 - 07.2024

Customer Success Specialist

Wells Fargo
11.2021 - 11.2022

SHIFT SUPERVISOR

Starbucks
02.2019 - 09.2021

Seasonal Sales Associate

James Avery Jewelry
11.2018 - 02.2019

High School Diploma -

JOHN MARSHALL HIGH SCHOOL

Similar Profiles

CREATE PROFILE
Courtney Holley