Jackquelyn C. Alexander

Take ownership of each customer while empathizing customer needs, resolve conflicts and manage customer expectations, determine customer needs and provide appropriate solutions through relationship building, communications skills, document customer account, engage in interactive dialogue with customers through active listening problem solving skills, approach problems logically, and with good judgment to ensure the appropriate decisions on behalf of the customer quickly and effectively. Fraud Specialist 1 SME Program (May 2021-April 2022: Assist in virtual development center training for new hires and upskill classes, chat support for call center/floor, conduct successful debriefs, side by side with new hires during live calls and /or pre-recorded, roleplay, attendance, implementation of chase answers. Fraud Specialist 1 Home Base Program: (work remotely from home) September 2022-Current, EMM (Electronic Money Movement) August 2024: Handle calls from BOTS/COTS, if Admin Tool shows suspicious status, customer reporting fraud online transactions or citing BIC to customer, customer/banker about EMM alert. Take action for ACH, account transfer, bill payments, fraud payments, restrictions, online blocks, zelle, real time payments and request for payments and wires.

• Maintained a clean and organized store environment, enhancing customer shopping experience.
• Kept customer spaces clean, neat and organized for maximum appeal.
• Handled cash register operations accurately, minimizing discrepancies while reconciling daily financial reports.
• Educated customers about ongoing promotions and special offers, driving additional revenue for the store.
• Provides customer expertise in printing, signs and graphics and shipping products.
• Ensures all customer problems are resolved quickly and to the satisfaction of the customer. Self-Management, performs multiple tasks at the same time and be able to take customer orders by using the order systems and provides accurate pricing information.

• Increased patient satisfaction rates with attentive service during check-in and check-out processes.
• Facilitated smooth clinic operations, maintaining an organized workspace for clinical staff.
• Contributed to a positive work environment, addressing staff concerns promptly and professionally.
• Promoted a high standard of cleanliness within the clinic, adhering to strict infection control protocols.
• Basic filling, reception, telephone. Greeting patients/visitors in a professional and timely manner, providing general information and direction, maintaining departments files. Responsible for preparation, accuracy and completeness of reports, records and clinical packets. PCT (Patient Care Technician) January 2015-February 2017: Performs patients care activities delegated and supervised by the professional staff. Activities of daily living such as baths, oral hygiene, and oral feedings performed to satisfaction of patient and professional staff, patient mobility performed ( turning, lifting, moving) utilizing appropriate safety measures to prevent patient and self-injury, patient meals and nourishment are offered, administered, and recorded in a timely manner, assists nursing staff with admission,discharge,transfer, and transport of patients.

• Assisted patients with daily living activities, promoting independence and dignity.
• Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
• Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
• Enhanced patient satisfaction by providing compassionate and attentive care.

Escalation Manager/Mortgage Banker/Customer Assistance Specialists/Loss Mitigation IABK/Foreclosure/Short Sale/DIL, Pre-quality and place customers on a work-out plans such as reinstatements, payoff, modifications, payment plans, and short sales. Duties (IABK disclosure, call recording disclaimer) Loss Mitigation Negotiators/Solicitors: Assist with contacting borrowers that are in foreclosure to provide options to resolve their delinquency. Contact Customers who have defaulted on their mortgages over the phone and evaluate the customer's financial ability, Reason for default, and ability to make payments. Collectors II: Contact customers by telephone and mail, handling moderately difficult skip-trace assignments, assess the individual circumstances and decide upon an appropriate course of action. This includes determining reasons for non-payment, negotiating payment arrangements, offering suggestions to customers or how to meet their obligations and advising them as to the possible consequences of not meeting the obligations.

Manager of employees 15 plus, Develops and leads a professional retail sales team to ensure achievement of store/kiosk revenue targets, operational goals and 100% customer satisfaction. Hires, trains, and develops sales in retail store/kiosks. Meets assigned sales performance and profitability criteria. Sets appropriate individual performance standards for the store/kiosk in line with national standards. Analyzes transactions to continuously find methods to simplify procedures, improve processes, and maximize resources. Assistant Store Manager: Assists retail store manager with managing and developing a professional sales force to ensure achievement of store revenue targets, operational goals and 100% customer satisfaction, meets assigned sales performance and profitability criteria, assists with the hiring and development od retail store/kiosk staff, assists with facilitation of goal setting, coaching, and performance evaluation of staff. Cingular Wireless Call Center: Outbound/Inbound Collection Advocate, make outbound calls to delinquent customers, assist inbound calls, make payment arrangement, update customer contact information, assist on billing questions, train new employees onto the floor, floor supervisor, assist advocates with supervisory inquires and accepting escalated calls from customers.