Dolly Olivia Campbell
Anna,TX
Summary
Experienced with managing client accounts and optimizing client satisfaction through tailored solutions. Utilizes comprehensive knowledge of account management practices to foster long-term client relationships. Track record of effective communication and problem-solving in team-oriented setting. Experienced with team management and leadership. Utilizes effective communication to motivate and guide teams. Track record of implementing strategies that enhance team performance and productivity.
Overview
7
7
years of professional experience
1
1
Certificate
Work History
Merchants Payment Solutions Team Lead
JP Morgan Chase
09.2022 - Current
- Respond to and handle incoming emails and cases from internal departments (TOR-Maxwell, Client Central, SAR activity, CMS Intake)
- Assist frontline specialists with escalations and general support needs via assist queue and other means (e.g Chat, email, etc.)
- Coach frontline specialists through various mediums (Huddles, reworks, email, new hire training)
- Handle special projects and tasks as assigned by Management.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Supervised 14 specialists in providing excellent customer service to callers requiring assistance.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
French/English Merchant Services Account Specialist II
JP Morgan Chase
12.2021 - 09.2022
- Improved and Maintained outstanding customer service while handling more than 50 incoming calls
- Participated in assisting and coaching new hired
- Assisted management in setting up and leading huddles/meetings
- Troubleshooted technical problems to determine pain points and provided practical solutions
- Assisted by responding to more complex client operational issues or concerns as required ensuring superior client experience
- Accurately entered client information through multiple platforms
- Analyzed transactions, payments, and statements to resolve any client inquiries.
- Reconciled customer accounts and identified discrepancies for further investigation.
Associate Banker
JP Morgan Chase
02.2021 - 12.2021
- Implemented series of security procedures by introducing dual-control functions, which were deemed 100% effective in unearthing bank fraud
- Met all reconciliation deadlines between years 2019 and 2022
- Achieved success in pulling out fraudulent activity by endorsing check verification processes
- Processed financial transactions in timely manner, while ensuring that each one is performed in accurate manner
- Supervised foreign currency accounts and personally monitor transactions of above $10000.
- Balanced teller drawers and ATM cash.
- Educated customers on features and benefits of banking products and services.
- Monitored and verified suspicious activity on customer accounts.
Lead Bank Teller
Wells Fargo
01.2018 - 01.2021
- Hired as bank teller – promoted because of accurateness, pace, and skills
- Trained team of 5 new employees regarding bank procedures and cash drawer handling protocol
- Supported branch managers with all aspects of branch operations, such as loss control and compliance
- Identified referral opportunities and cross-sell bank services effectively
- Supervised others tellers work to ensure policies and procedures were followed
- Coached tellers on retail bank best practices.
Education
Bachelor degree in International Marketing - International Marketing
University of Douala, Cameroon
Douala/Cameroon09.2011
Associate Degree in International Marketing -
University of Douala, Cameroon
Douala/Cameroon09.2009
Skills
- Microsoft tools: Word, Excel, PowerPoint
- Banking: Fraud monitoring, Fraud identification, account maintenance, service quality, mobile banking
- Customer service: communication, patience, problem-solving, professionalism, interpersonal skills
- Merchant services: experience of Salem PeopleSoft, Tandem/CST
- Miscellaneous: English to French translation, loan procession knowledge, self-motivated, good organizational skills, team player, detail-oriented, accountability
Timeline
Merchants Payment Solutions Team Lead
JP Morgan Chase
09.2022 - Current
French/English Merchant Services Account Specialist II
JP Morgan Chase
12.2021 - 09.2022
Associate Banker
JP Morgan Chase
02.2021 - 12.2021
Lead Bank Teller
Wells Fargo
01.2018 - 01.2021
Bachelor degree in International Marketing - International Marketing
University of Douala, Cameroon
Associate Degree in International Marketing -
University of Douala, Cameroon
Certification
business analysis certification
Languages
French
Native or Bilingual
English
Full Professional
Similar Profiles
Lisa Olivia GrenviczLisa Olivia Grenvicz
Private Client Banker at JP Morgan Chase & Company (Chase Bank)Private Client Banker at JP Morgan Chase & Company (Chase Bank)
Miranda GuerreroMiranda Guerrero
Associate Banker Market Expansion at Jp Morgan Chase ChaseAssociate Banker Market Expansion at Jp Morgan Chase Chase
COREY L MOSLEYCOREY L MOSLEY
Security Project Manager and Scrum Master at JP Morgan ChaseSecurity Project Manager and Scrum Master at JP Morgan Chase