DEJA TEAT

• Deliver high-quality service in fast-paced call center, assisting customers with inquiries, account details, and product solutions with accuracy and professionalism.
• Analyze account information and identify opportunities to educate clients on Chase products that best meet their financial needs.
• Maintain composure and efficiency during high call volumes, ensuring compliance with policies and confidentiality standards.
• Communicate clearly and empathetically to resolve complex issues, research discrepancies, and provide next-step guidance.
• Collaborate with internal teams too streamline customer resolutions and support company goals for satisfaction and retention.

• Supported the successful transition of high-value clients during a major bank merger, ensuring seamless continuity of service and account integrity.
• Processed 50+ domestic and international wire transfers with zero errors, adhering to all compliance, OFAC, and internal audit regulations.
• Reviewed and verified wire transfer requests, identifying discrepancies and preventing potential financial risk before processing.
• Delivered high-touch, white-glove service to VIP clientele while upholding Chase's standards for precision, confidentiality, and professionalism.

• Developed and maintained customer accounts by accurately recording customer information.
• Processed payments for customers, including credit card transactions, checks, wire transfers, and ACH payments.
• Collaborated with other departments to resolve problems related to customer accounts.
• Provided exceptional customer service by responding promptly to phone calls and emails from customers.
• Maintained a 92% overall percentage of customer satisfaction.
• Managed general account inquiries and maintenance, including but not limited to: transactions, balance, address changes and signer changes

• Facilitated daily meetings in an Agile environment, as ScrumMaster, with over 10 professional members managing daily tasks and acknowledging any impediments during projects.
• Worked directly with stakeholders from CrossFuze, a ServiceNow partner by collaborating with clients to gather business requirements and translate them into technical specifications for SN implementation projects.
• Tested user stories to articulate software features and provide utmost value to client's needs.
  Constructed a service portal using Javascript for Blue Digital Company to assist the clients with marketing, by branding
  their homepage with customized headers and footers, search menus, quick links and knowledge articles.
• Developed presentations and organized events to promote products or services.

• Managed Oral Surgery Front Desk Department, while answering 70+ customer service calls and handling over 30 email patient referrals per day, contributing to the clinic's $5M in productivity
• Created and implemented a tracking system using Microsoft Excel for referrals to increase productivity and decrease nondeployable military members by 7.2%
• Resolved customer's issues by acknowledging the complaint and finding solutions in a professional and timely manner, which led to a maintained patient satisfaction rate 6% above Air Force standard
• Lead a team of over 6 members and assisted in resolving technical issues related to dental equipment software and hardware
• Maintained accurate records of customer interactions, including technical issues and resolutions to inform product development and improve customer service

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