Faith Jacques
South Lyon,MI
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles.
Overview
25
25
years of professional experience
Work History
Lead Customer Service Representative
Comerica Bank
05.2016 - Current
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Monitored all administrative duties
- Monitored the branch cash limits
- Promptly assisted customers with their needs, inquiries and complaints
Sales Associate
Macy's
06.2012 - 05.2016
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Met existing customers to review current services and expand sales opportunities.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Informed customers of promotions to increase sales productivity and volume.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Customer Service Representative Supervisor
Zenith Foods Corporations (Jollibee Foods Corp)
02.2007 - 04.2012
- Created reporting systems to track customer service performance and improve insight.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Onboarded and trained customer representatives to meet performance and service goals.
- Assessed customer service data to identify and address improvement opportunities.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Led customer service projects to address and achieve key business objectives.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Managed customer service budgets for cost-effective staff and resource allocation.
- Kept high average of performance evaluations.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Implemented company policies and procedures for professional, cohesive customer care.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Implemented customer service policies and procedures for consistent performance standards.
Senior Credit Analyst
Sun Cellular Digital Mobil Inc.
01.2003 - 02.2007
- Analyzed credit scores to determine borrowers' creditworthiness.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Improved understanding of financial statements, which helped in assessing risk.
- Contacted customers and requested financial documentation.
- Collaborated with other teams to identify and mitigate risks impacting organization.
- Made decisions and recommendations about extending lines of credit.
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
- Evaluated customer credit data to determine level of risk involved in money lending.
- Assessed credit risk and analyzed financial statements.
- Participated in loan committee meetings to provide input on lending processes.
- Worked in tandem with sales team and customers to negotiate payments and verify account reconciliations.
- Conducted presentations to upper management and executive teams for loan recommendations.
- Prioritized tasks to meet or exceed timelines and supervised multiple responsibilities at same time.
- Performed credit reviews on corporations to assess financial conditions.
- Gathered loan documentation for underwriting.
- Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.
- Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
- Utilized strong communication and interpersonal skills to obtain necessary financial information from customers.
- Placed customer accounts on hold due to past due payments.
Customer Service Representative
Smart Communication Inc
10.1997 - 12.2002
- Handled customer inquiries and suggestions courteously and professionally.
- Investigated and resolved accounting, service and delivery concerns.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Cross-trained and backed up other customer service managers.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
Education
BSBA Major in Marketing
De La Salle University
Philippines 🇵🇠04.1997
Skills
- Appointment Setting
- Customer Support
- Escalation Management
- Employee Feedback
- Team Task Delegation
- Microsoft Office
- Service Recommendations
- Answering Client Questions
- Performance Feedback
- Phone Answering
- Work Prioritization
- Supervising Tellers
Timeline
Lead Customer Service Representative
Comerica Bank
05.2016 - Current
Sales Associate
Macy's
06.2012 - 05.2016
Customer Service Representative Supervisor
Zenith Foods Corporations (Jollibee Foods Corp)
02.2007 - 04.2012
Senior Credit Analyst
Sun Cellular Digital Mobil Inc.
01.2003 - 02.2007
Customer Service Representative
Smart Communication Inc
10.1997 - 12.2002
BSBA Major in Marketing
De La Salle University
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