Summary
Overview
Work History
Education
Skills
Languages
Work Location
Timeline
AssistantManager

Jesse Mbu

Customer Service Proffessional
Woodridge,IL

Summary

Compassionate and solution-driven Customer Service Representative with 7 years' experience resolving issues over the phone, chats and emails in fast-paced environment. Known for demonstrating empathy, integrity and service excellence during every client interaction. Excels in environments requiring efficiency balancing high call volumes and detailed data tracking. Able to effectively diagnose problems and deliver solutions. Demonstrated history of driving improved customer satisfaction metrics

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Insurance Auto Auctions (IAA)
Chicago, IL
03.2022 - 06.2025
  • Provided front-line customer service to buyers, sellers, and vendors by answering inquiries via phone, email, and in person, ensuring prompt and professional resolution.
  • Assisted customers with vehicle registration, bidding processes, title transfers, and payment transactions in compliance with company policies and state regulations.
  • Processed payments, managed receipts, and balanced cash drawers daily with accuracy and accountability.
  • Handled high-volume auction days by registering participants, distributing bidder badges, and ensuring smooth check-in and check-out operations.
  • Resolved account, billing, and transaction discrepancies by coordinating with accounting and operations teams.
  • Educated customers on auction policies, bidding rules, and online platforms, improving participation and reducing errors.
  • Prepared and verified required documentation, including vehicle titles, lien releases, and power-of-attorney forms.
  • Supported inventory management by coordinating vehicle assignments, verifying lot numbers, and assisting with auction scheduling.
  • Documented customer interactions and maintained accurate records in the company CRM system for compliance and follow-up.
  • Collaborated with cross-functional teams (operations, transport, and sales) to ensure a seamless customer experience.

Customer Service Support Specialist

International Bank of Chicago
Chicago, IL
01.2019 - 01.2022
  • Delivered frontline customer support by assisting clients with inquiries on checking, savings, and loan accounts, ensuring prompt and accurate service.
  • Processed a high volume of daily transactions including deposits, withdrawals, wire transfers, and cashier's checks with 100% accuracy and compliance.
  • Opened and maintained personal and business accounts, providing tailored recommendations on banking products and services.
  • Guided customers through online and mobile banking setup, troubleshooting login issues, and promoting digital banking features.
  • Investigated and resolved account discrepancies and transaction errors, escalating complex cases to senior staff when necessary.
  • Ensured compliance with federal regulations (BSA, AML, KYC) by verifying identification and completing required documentation.
  • Supported branch relationship managers by preparing account documents, assisting with loan servicing, and maintaining client records.
  • Handled customer complaints professionally, providing timely solutions that improved satisfaction and retention.
  • Performed administrative duties such as account maintenance, data entry, filing, and preparation of daily financial reports.
  • Collaborated with team members to streamline branch operations and enhance the overall customer experience.

Customer Care Agent

Dow Chemical
Knoxville, TN
04.2018 - 02.2019
  • Served as the primary point of contact for customers, distributors, and sales teams, providing support on orders, shipments, and product inquiries.
  • Entered and managed customer orders in SAP, ensuring accuracy in pricing, product availability, and delivery schedules.
  • Coordinated with logistics and supply chain teams to track shipments, resolve delivery issues, and meet customer deadlines.
  • Handled billing and invoicing inquiries, researched discrepancies, and processed credits or adjustments as needed.
  • Supported customers with technical and product information by liaising with product specialists and technical teams.
  • Ensured compliance with company policies, trade regulations, and safety standards in order processing and documentation.
  • Monitored key accounts, proactively identifying potential service issues and providing timely solutions.
  • Documented customer interactions in CRM systems for accurate record-keeping and follow-up.
  • Collaborated with internal teams to streamline order-to-cash processes and improve overall customer experience.
  • Maintained a high level of professionalism, consistently meeting service-level agreements (SLAs) and contributing to customer satisfaction goals.

Education

Bachelor of Science - Information Technology

Illinois Institute of Technology
05.2022

Associate Degree - Computer Network and Systems Analytics

New Horizons Computer Learning Center
07.2019

Skills

  • Type 40 WPM
  • Multi-tasking
  • Technical skills
  • Team player
  • Strategic thinking
  • Conflict management
  • Problem Solving
  • Empathy
  • Active listening
  • Open Minded
  • Salesforce
  • WebEx
  • CRM
  • French Windows

Languages

English
French

Work Location

Remote only

Timeline

Customer Service Representative

Insurance Auto Auctions (IAA)
03.2022 - 06.2025

Customer Service Support Specialist

International Bank of Chicago
01.2019 - 01.2022

Customer Care Agent

Dow Chemical
04.2018 - 02.2019

Bachelor of Science - Information Technology

Illinois Institute of Technology

Associate Degree - Computer Network and Systems Analytics

New Horizons Computer Learning Center

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