Jadlyn Brown
Charlotte,NC
Summary
Customer service professional with over 5 years of experience in client interaction, problem resolution, and call center operations. Expertise in managing complex financial products and delivering exceptional service through strong attention to detail and multi-tasking abilities. Adept at using multiple systems to resolve issues and ensure a positive client experience. Seeking to leverage my experience and skills in a challenging role within the banking industry.
Overview
6
6
years of professional experience
Work History
Senior Escalation Representative
Concentrix
WFH, NC
09.2022 - 06.2024
- Provided high-level customer service by analyzing and resolving customer inquiries related to various financial products.
- Managed complex client requests, ensuring resolution and customer satisfaction.
- Utilized multiple systems to perform routine and complex account maintenance.
- Demonstrated strong attention to detail in documenting call interactions and maintaining accurate records.
- Handled escalated client issues and complaints, delivering creative solutions to maintain positive client relationships.
- Engaged clients effectively by building rapport and navigating complex scenarios to ensure client satisfaction.
Eligibility Specialist
Maximus
Richmond, United States, VA
06.2021 - 08.2022
- Applies eligibility rules and regulations when evaluating information submitted by customers in support of eligibility determination.
- Navigate and check various system interfaces to verify customer information.
- Contact customer to clarify eligibility information.
- Managed 20+ In-bound customer calls per day
- Reprocess applications , including case repair, and missing information in accurate and timely manner
Customer Service Representative
American Red Cross
WFH, NC
04.2020 - 01.2021
- Contact blood donors by telephone using phone system to recruit for blood donation
- Use information from multiple computer systems simultaneously to target appropriate blood drives for donor, update donor records as needed and to record outcomes of calls
- Schedule appointments while providing positive service experience to maximize donor show rates
- Followed process and appropriate scripting for conducting calls with donors, to ensure consistent donor experience
Cashier/ Customer Service Representative
Food Lion
Charlotte, NC, NC
11.2018 - 01.2020
- To provide fast, easy, flexible and friendly service to customers through achievement of Food Lion customer service standards
- Follow procedures in handling cash, checks, coupons, gift cards, partner cards, food stamps and WIC vouchers
- Adhere to all company guidelines, policies and standard practices
Education
Certified Phlebotomy Tech - Phlebotomy
Carolina School of Phlebotomy
03.2024
HS Diploma -
West Charlotte High School
06.2019
Skills
- Interpersonal Skills
- De-Escalation
- Data Entry
- Problem Resolution
- Time Management
- Critical Thinking
- MS Office
- Planning and Coordination
- Self Motivated
- Dependable
Timeline
Senior Escalation Representative
Concentrix
09.2022 - 06.2024
Eligibility Specialist
Maximus
06.2021 - 08.2022
Customer Service Representative
American Red Cross
04.2020 - 01.2021
Cashier/ Customer Service Representative
Food Lion
11.2018 - 01.2020
Certified Phlebotomy Tech - Phlebotomy
Carolina School of Phlebotomy
HS Diploma -
West Charlotte High School