Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Quote
Timeline
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Jacquise Kobina

Jacquise Kobina

Houston,TX

Summary

Seasoned Specialist offering over 15 years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of QA terms, tools and methodologies. Committed to improving overall business processes. Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.

Overview

16
16
years of professional experience

Work History

Senior Supervisor

JPMorgan Chase
10.2017 - Current
  • Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
  • Coordinated, supervised and evaluated work of subordinates and reallocated staff and resources to meet performance requirements.
  • Provided feedback, training and skill development to staff to improve accuracy, productivity and quality.
  • Trained new hires and provided positive reinforcement and helpful feedback that boosted morale and efficiency within department.
  • Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
  • Handling Supervisor Escalated inbound calls including Chase Private Banking and Sapphire Banking Accounts.
  • Provided online technical support for online banking and any technical assistance regarding client accounts, while providing clients with self options to navigate through online banking in the future.
  • Handling 10 different lines of business within the company, taking high volume inbound calls on a daily basis.
  • Opening and researching claims for clients dealing with fraudulent, misleading or false transactions.
  • De-escalate supervisor calls including submitting customer compliments and complaints regarding account/services
  • Ranked top 5 within the center for providing excellent customer service while following all required policies & procedures

Financial Services Associate

FMA Alliance
10.2014 - 07.2017
  • Developed and maintained database of records to facilitate smooth transactions for financial processes.
  • Administered account transactions and responded to customer inquiries concerning financial products.
  • Administered account transactions with customers and assisted in generating sales opportunities
  • Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.
  • Maintained goals and metrics set by upper management to meet budget and gain commission each month.

Receptionist/ Office Assistant

Karl, Oko & Associates Law Firm
11.2014 - 10.2015
  • Transcribed phone messages and relayed to appropriate personnel.
  • Answering the switchboard, screening and forwarding incoming phone calls Receiving and sorting daily mail/deliveries/couriers Handling/Filing immigration, Personal Injury and Civil Cases
  • Maintained important files, running reports and delivering updates on occupancy and revenue.
  • Updated databases and spreadsheets to promote access to information.

Technical Support Representative

Best Buy
06.2009 - 10.2013
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Placed in-home technical service orders and revised purchase orders for major clients
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Recognized as top performing agent multiple times within the company.

Customer Service Representative

APAC Customer Services
06.2008 - 01.2013
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responsible for handling new accounts and maintaining existing clients

Education

Associate Of Business Administration -

Lone Star College System
Spring, TX

Magnolia High School
Magnolia, TX

Skills

  • Proficient in Microsoft Office
  • Inventory Audits
  • Tech Support
  • Employee Supervision
  • Coaching and Mentoring
  • Bill Payment and Record-keeping
  • Customer Inquiries
  • Training and Onboarding
  • Financial Calculation and Analysis
  • Team management

Accomplishments

  • Collaborated with team of 30 in the development of KYC.
  • Supervised team of 22 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Senior Supervisor

JPMorgan Chase
10.2017 - Current

Receptionist/ Office Assistant

Karl, Oko & Associates Law Firm
11.2014 - 10.2015

Financial Services Associate

FMA Alliance
10.2014 - 07.2017

Technical Support Representative

Best Buy
06.2009 - 10.2013

Customer Service Representative

APAC Customer Services
06.2008 - 01.2013

Associate Of Business Administration -

Lone Star College System

Magnolia High School

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Jacquise Kobina