Diamond Jackson
Phoenix,AZ
Summary
Dedicated and proficient in leading employee engagement to support growth in the workplace and to assist with compliance while managing customers' financial accounts. Positive and upbeat team player with good communication, organizational and time management abilities. Adept at handling simultaneous tasks.
Overview
13
13
years of professional experience
Work History
Bank Sales and Service Contact Center Rep
USAA
Phoenix, Arizona
09.2023 - Current
- Handle inbound member calls in a fast-paced contact center environment
- Use effective communication probing questions and critical thinking skills to identify member needs and provide relevant solutions which may include offering banking products
- Efficiently navigate multiple systems and programs while maintaining an engaging member interaction that may occur across multiple channels.
- Develop banking product knowledge to attract new members and expand relationships with current members through product acquisition
- Advise and educate members on available USAA digital tools and resources to improve the user experience
- Provide outstanding member service by demonstrating empathy, active listening, and professionalism
- Apply strong time and call management skills in assisting members with banking needs
- Embrace continuous improvement and development through coaching and collaboration with manager and team members
Account Servicing Team Lead
Upgrade Inc
Phoenix, AZ
11.2021 - Current
- Assist supervisor in managing team of 10-25 agents
- Liaise between Account Servicing Agents and Account Servicing Leadership for effective department communication
- Identified potential problems and points of friction and working to find solutions in order to maximize efficiency and client retention.
- Monitored employee productivity to provide constructive feedback and coaching.
- Reviewed completed work to verify consistency, quality and conformance.
- Responded to customer questions regarding products, reward programs and availability.
- Resolved customer complaints and adjusted quickly to new policies to meet changing needs.
- Coached staff members to develop long-term career goals.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Account Servicing Agent
Upgrade Inc
Phoenix, AZ
02.2021 - 11.2021
- Interact with customers to answer questions, provide aid, and process requests by phone
- Answer incoming customers calls regarding billing issues, application status, reviewing submitted documents, service questions, and general concerns
- Service accounts by investigating problems and finding resolutions to help overcome objections that customers may have about making payments and working towards solutions
- Answered questions and advised customers regarding personal loans and credit lines as well as transactions.
- Assist with new hire training by completing side by sides
- Educated, coached and mentored numerous new hires as they joined account servicing.
Customer Service Rep
Verra Mobility
Mesa, AZ
08.2019 - 07.2020
- Provided information and services to rental car customers for any tolls or violations incurred during their rental
- Provided customers with a one-stop resolution and education on products and services
- Solved product or service-related problems
- Processed payments
- Displayed positive, professional, and empathetic customer-focused approaches
- Utilized tools and online resource materials to be confident and competent in the delivery of accurate information while navigating through multiple computer applications proficiently
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Telephone Banker/Specialist II
JPMorgan Chase Bank
Houston, TX
11.2013 - 04.2019
- Manage and implement promotional events and marketing initiatives
- Consulted with customers to evaluate needs and determine best options for new
- Assisted with compliance and regulation standards including computer and desk audits
- Worked diligently to meet strict deadlines
- Promoted to roles of increased responsibility within 12-month period (from CSR to Private Client Specialist)
- Regularly met or exceeded daily credit card application goals
- Assisted with call listening, trained new hires, and provided specialist coaching on bank policies and procedures
- Collaborated with training team to develop a program to identify performance trends of the department
- Achieved the CSAT award twice for outstanding customer service support and perfect attendance.
Workforce Specialist
TX Workforce Commission
Waco, TX
10.2011 - 09.2013
- Provided training and instructions to job applicants, including resume writing, personal appearance and interview techniques
- Case manager for 150-200 jobseekers per week using the TWIST, WIT, and TWC databases
- Customer service via phone, e-mail, and in person to resolve applicant questions about benefits and claim procedures
- Interviewed benefit recipients at quarterly intervals to certify their eligibility for continuing benefits
- Progressive levels of responsibility due to strong performance, including scheduling counties for mandatory unemployment orientations.
Customer Service Manager
Examination Management Services Inc
Waco, TX
06.2011 - 09.2011
- Answered incoming calls from insurance agencies to verify coverage
- Maintained detailed records of transactions and wrote necessary documentation in order to keep data accurate, organized, and easily accessible to management
- Lead and motivated team to ensure compliance during telephone conversations with clients
- Analyzed and reviewed recorded conversations, and provided feedback to customer service representatives
- Performed daily data entry of department information and worked closely with the corporate office on reporting accurate forms.
Operations Leader Experienced Coordinator
- Exceptional Customer Service
- Operations Leader with experience in multiple facets of the business development for diverse operations from early-stage to acquisition
- Assisted in analysis and extraction of key data resulting in successful design, development and migration from legacy systems to new proprietary software
- Proven success gaining consensus across organizational levels to execute new business development strategy and sales communications
- Experience in leading and motivating others to achieve excellence.
Education
Associates Degree - General Studies
McLennan Community College
Waco, TXSkills
- Dependable
- Friendly, Positive Attitude
- Problem Resolution
- Communicative
- Coachable
- Team-Player
- Problem Solver
- Organizer
- Detail Oriented
- Motivated
- Decision Maker
- Expert computer skills
- Exceptional customer service
- Effective Time Management
Timeline
Bank Sales and Service Contact Center Rep
USAA
09.2023 - Current
Account Servicing Team Lead
Upgrade Inc
11.2021 - Current
Account Servicing Agent
Upgrade Inc
02.2021 - 11.2021
Customer Service Rep
Verra Mobility
08.2019 - 07.2020
Telephone Banker/Specialist II
JPMorgan Chase Bank
11.2013 - 04.2019
Workforce Specialist
TX Workforce Commission
10.2011 - 09.2013
Customer Service Manager
Examination Management Services Inc
06.2011 - 09.2011
Operations Leader Experienced Coordinator
Associates Degree - General Studies
McLennan Community College