Diondra Jackson
Benson,NC
Summary
Customer service professional with years of experience in financial services, sales, and technical support. Skilled at resolving complex customer issues across multiple systems while maintaining compliance and delivering exceptional customer experiences. Experienced using CRM platforms, documenting customer interactions, researching customer accounts, and communicating complex information clearly. Adaptable to workplace changes and committed to continuous learning and process improvement.
Overview
11
11
years of professional experience
Work History
AML/KYC Analyst
Bank of America
10.2022 - Current
- Collaborated with internal partners and authorized representatives to review customer documentation, ensuring accuracy, regulatory compliance, and adherence to company policies.
- Reviewed and updated customer records to ensure accurate account information, complete documentation, and compliance with regulatory and company standards.
- Engaged in continuous training to maintain knowledge of evolving regulatory requirements, company policies, and procedures while achieving passing quality scores and meeting monthly performance goals.
Customer Relationship Manager
Bank of America
01.2021 - 10.2022
- Established client trust by presenting multiple mortgage assistance solutions, explaining the benefits and considerations of each option, and helping borrowers choose the best path to resolve mortgage and delinquency.
- Facilitated communication between clients and underwriters by assisting borrowers with gathering required documentation and communicating next steps throughout the mortgage loan modification process.
- Maintained detailed customer records and account documentation while communicating complex information clearly and accurately.
Community Solutions Technical Support
Spectrum
01.2020 - 01.2021
- Utilized multiple internal systems simultaneously to research, troubleshoot, and resolve and document steps taken to optimize network performance.
- Diagnosed and resolved complex customer technical issues by asking targeted investigative questions, identifying root causes, and communicating effective solutions clearly over the phone.
- Determined when onsite technical support was necessary after completing comprehensive troubleshooting procedures and coordinated technician appointments accordingly.
Sales Representative - The New York Times/Samsung
Alorica
11.2015 - 01.2020
- Exceeded quota of 75% customer retention rate weekly using strategic sales techniques obtained from trainings.
- Cross-trained in sales, email communication, and inbound customer support to assist during peak volumes.
- Educated customers on available product options that increased convenience, improved satisfaction, and contributed to continued service retention.
- Recommended cost-effective damage allowances and part replacements, helping minimize company expenses and avoid full replacement of recently purchased appliances.
- Asked relevant questions to determine whether cosmetic damage would be visible once the appliance was installed in its permanent location.
- Scheduled repair services when appropriate, supporting cost-saving initiatives and minimizing unnecessary product replacements.
Education
Pre-Licensing Course - undefined
Superior School of Real Estate
High School Diploma - undefined
Southwest Guilford High School
Skills
- Client Relations
- Verbal and Written communication
- Task prioritization
- De-Escalation Techniques
- Document Management
- Excel
- Microsoft Office
- CRM Software
- Data Entry
- Problem Resolution
- Compliance & Regulatory Guidelines
Timeline
AML/KYC Analyst
Bank of America
10.2022 - Current
Customer Relationship Manager
Bank of America
01.2021 - 10.2022
Community Solutions Technical Support
Spectrum
01.2020 - 01.2021
Sales Representative - The New York Times/Samsung
Alorica
11.2015 - 01.2020
High School Diploma - undefined
Southwest Guilford High School
Pre-Licensing Course - undefined
Superior School of Real Estate