Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jamaica Pollock

Columbia,SC

Summary

Dynamic professional dedicated to delivering exceptional customer service and achieving outstanding results. Expertise in addressing customer needs and resolving issues efficiently, ensuring a seamless experience for clients. Recognized as a reliable team player, adept at answering inquiries through chat and fostering effective communication. Proven track record of first-call resolution that drives customer satisfaction and loyalty.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Engagement Center Representative

First Citizens Bank
08.2023 - Current
  • Enhanced company reputation by providing exceptional customer service an maintained positive customer relations and FCR.
  • Handled providing account information for multiple account types and updates.
  • Assisted with loans, iras, cd, personal and business accounts.
  • Provided digital banking support
  • Assisted with Card Maintenance.
  • Verify Cashiers checks.
  • Verifying account information for government agencies and other financial institutions.
  • Processed Payments

Direct Support Personnel

Babcock Center West Columbia SC
08.2016 - 08.2023
  • Administered medication as directed by physician.
  • Maintained clean, safe, and well-organized patient environment.
  • Monitored clients to assess and report physical and behavioral changes to supervisors.
  • Supervised daily activities and provided assistance to staff.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Picked to participate in employees event committee planned and engaged in conversation to help improve and boost moral upon employees

Retention specialist

Spectrum, Organization
06.2017 - 11.2018
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Identified changing customer needs and adapted service strategies to meet them.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.

team member, Assistant manager

Arbys Irmo South Carolina
05.2010 - 06.2017
  • Learned all required tasks quickly to maximize performance.
  • Developed strong customer service and product knowledge skills to enhance individual and team performance.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Promoted from team member to management in under 1 year

Education

Business Administration

ECPI University
Virginia Beach, VA

Skills

  • Accurate Documenting
  • Client Support
  • Residential Support
  • Developmental Disabilities
  • Retention Program Development
  • Adaptable to Changing Conditions
  • Customer Relations
  • Hiring and Training
  • Negotiation and Conflict Resolution
  • Cost Control
  • Scheduling and Coordinating
  • Training and Development
  • Order problem solving
  • Decision-making
  • Active listening

Certification

Serv Safe CPR

Timeline

Customer Engagement Center Representative

First Citizens Bank
08.2023 - Current

Retention specialist

Spectrum, Organization
06.2017 - 11.2018

Direct Support Personnel

Babcock Center West Columbia SC
08.2016 - 08.2023

team member, Assistant manager

Arbys Irmo South Carolina
05.2010 - 06.2017

Business Administration

ECPI University

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