JaQuala Robinson
Birmingham
Summary
Hardworking with significant background in customer-facing and call center roles. Expert in maintaining call control and quickly determining customers' needs. Exceeds service, performance and sales quotas regularly.
Overview
10
10
years of professional experience
Work History
Lead Mobile Expert
T-Mobile
05.2020 - Current
- Lead, mentor, and guide a team of mobile developers, ensuring that best practices are followed and high standards of code quality and app performance are maintained.
- Conduct regular code reviews and provide feedback to ensure code integrity and adherence to guidelines.
- Foster a collaborative environment and help resolve technical challenges that arise during development.
- Resolved customer complaints related to product functionality issues.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Completed in-depth research for numerous technical issues and helped establish procedures to prevent repetitive problems.
- Developed effective communication plans between clients and internal teams during an escalation situation.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Everyday Phone Banker
Wells Fargo
03.2017 - 05.2020
- Handle inbound calls from customers regarding general banking inquiries, such as account balances, transaction details, and product information
- Provide assistance with routine banking tasks, including fund transfers, bill payments, and balance inquiries.
- Offer support for customers experiencing issues with their accounts (e.g., lost cards, fraud concerns, password resets).
- Explain banking products and services (e.g., savings accounts, loans, credit cards) to customers, helping them understand their options.
- Identify opportunities to cross-sell or up-sell relevant banking products based on customer needs
- Process various transactions over the phone, such as fund transfers, bill payments, and stop payments.
- Ensure that transactions are accurate and secure, following proper protocols.
Administrative Assistant
Action Manufacturing Company
02.2015 - 02.2017
- Providing administrative support to ensure efficient operation of the office
- Supports managers and employees through a variety of tasks related to organization and communication
- Responsible for confidential and time sensitive material
Education
Bachelors of Business Administration - Business Administration
Strayer University
Skills
- Banking
- Clerical Experience
- Administrative Experience
- Financial Services
- Technical troubleshooting
- Product knowledge
- Time management
- Customer feedback
- Customer service
Timeline
Lead Mobile Expert
T-Mobile
05.2020 - Current
Everyday Phone Banker
Wells Fargo
03.2017 - 05.2020
Administrative Assistant
Action Manufacturing Company
02.2015 - 02.2017
Bachelors of Business Administration - Business Administration
Strayer University