JACOB LOMAS
Edinburg
Summary
Dynamic professional with extensive experience at Chase Bank and Hidalgo County, excelling in customer service and conflict resolution. Proven ability to enhance workflow efficiency and build strong relationships through active listening. Recognized for training staff and improving service processes, resulting in increased customer loyalty and satisfaction. Proficient in Microsoft Office and detail-oriented.
Overview
19
19
years of professional experience
Work History
CLERK III
HIDALGO COUNTY
02.2021 - 11.2025
- Resolved customer inquiries through multiple channels, ensuring timely and effective communication.
- Processed orders accurately while maintaining high standards of service quality.
- Collaborated with team members to enhance workflow efficiency and improve customer satisfaction.
- Maintained comprehensive knowledge of products and services to provide informed assistance.
- Handled escalated issues professionally, employing conflict resolution strategies to achieve positive outcomes.
- Trained new staff on company policies and customer service best practices to ensure consistency in service delivery.
RELATIONSHIP BANKER - SMALL BUSINESS REP
Chase Bank
02.2007 - 01.2019
- Analyzed customer feedback to identify trends and recommend improvements for service processes.
- Developed training materials that support ongoing development for team members, enhancing overall performance effectiveness.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor's Degree - BUSINESS MANAGEMENT
UNIVERSITY OF TEXAS PAN-AMERICAN
Edinburg, TXHigh School Diploma -
EDCOUCH-ELSA HS
Edcouch, TXSkills
- Customer service
- Conflict resolution
- Workflow efficiency
- Team collaboration
- Product knowledge
- Escalated issue handling
- Customer feedback analysis
- Relationship building
- Active listening skills
- Sales expertise
- Confidentiality
- Attention to detail
- Time management
- Microsoft office
Languages
English
Full Professional
Timeline
CLERK III
HIDALGO COUNTY
02.2021 - 11.2025
RELATIONSHIP BANKER - SMALL BUSINESS REP
Chase Bank
02.2007 - 01.2019
Bachelor's Degree - BUSINESS MANAGEMENT
UNIVERSITY OF TEXAS PAN-AMERICAN
High School Diploma -
EDCOUCH-ELSA HS