Jasmine Shannon
Fort Worth ,TX
Summary
Seasoned customer service professional with 6 years of experience in client services. Demonstrated expertise in client advocacy, team leadership, and process improvement. Proven ability to effectively manage complex customer issues, drive service improvement initiatives, and optimize operational efficiency. Consistently meets or exceeds business quality and productivity standards.
Overview
8
8
years of professional experience
Work History
Senior Client Advocate (SCA)
Bank of America
08.2022 - Current
- Assisted team members with questions and directed them to the appropriate resources in the solution center when necessary
- Complied with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
- Handle customer complaints and escalated calls in a timely and professional manner.
- Enhanced my team's performance by, providing personalized coaching , and organizing readiness activities to prepare them for upcoming challenges and opportunities
- Reviewed live and prerecorded calls to evaluate bankers based on a QA scoring form, and provided targeted feedback to agents for performance improvement
- Assisted with system-related issues to minimize disruptions to workflow and maintain productivity levels
- Oversaw planning and carrying out activities, events, and programs to encourage participation and motivate individuals to work together to achieve team goals and metrics
- Closely monitored agent's adherence to their schedules to maintain optimal staffing levels and ensure efficient handling of customer inquiries
- Scheduled weekly 30-minute sessions to review and analyze calls to ensure agents' were adhering to compliance and call expectations
- Delivered detailed feedback tailored to individual agents' performance focusing on specific areas of opportunity identified during the call analysis process
- Formulated a success plan integrating behavioral improvement strategies and personalized coaching to empower agents to enhance their skills and contribute to the overall enhancement of team performance
- Skill-Up SCA (Interim)
- Assisted new hire employees by addressing inquiries related to various bank products and client accounts, offering guidance and support to ensure a smooth onboarding process
- Scheduled 60-minute weekly sessions to provide comprehensive orientation for new hire agents, familiarizing them with our site's team metrics and scorecard. These sessions involved a thorough review of each metric, emphasizing its significance in determining their overall scorecard performance
- Completed task using onboarding roadmap, and ensured everything was completed thoroughly and in a timely manner
- Monitored phone calls to gauge client satisfaction and to ensure that agents are delivering exceptional customer service to determine their proficiency levels in words matter
- Reviewed live and prerecorded calls and evaluated them based on a QA scoring form, and provided targeted feedback to agents for performance improvement
- Addressed behavior issues with bankers or coaches to ensure a more positive and productive work environment
- Accessed the team metrics and performance data by utilizing the contact center reporting tool
- Communicated performance insights to bankers either through email or in person conversations, ensuring that they were fully aware of their individual and team performance
- Facilitated new hire training learning materials, such as 'Welcome to Skill Up' or OJT
- Facilitated scheduling and coordinating new hire meet and greet sessions with their respective managers, and I also organized and prepared for graduation ceremonies
- IKnow Facilitator (Interim) -Created iKnow knowledge assessment questions, based on the material covered for the week to ensure agents have retained the information effectively
- Kept record of attendance for all scheduled meetings and produced in-depth reports on attendance data and knowledge assessment results
Client Service Representative II
Bank of America
04.2019 - 08.2022
- Consistently achieved and exceeded site goals and performance expectations by maintaining high levels of performance
- Contributed to increased home loan call volume for four months while learning home loan products and procedures
- Actively advise solutions and analyze/resolve complex client problems through creative solutions
- Consistent excellent attendance, demonstrating reliability and the ability to adhere to my agreed-upon work schedule
- Ability to learn and adapt to new information and technology platforms read frequent updates and learning materials, often while on calls, and implement them into conversations with speed and accuracy
- Complied with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
- Identified and escalated through appropriate channels for items requiring risk review, exception handling, or further analysis
- Handling a high volume of 50 or more phone calls each day, including answering customer inquiries, resolving issues, and providing exceptional service
- Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds
- Boosted productivity by maintaining strong call control and quickly working through the solution center to assist with diverse issues
- Initiated claims of fraud or disputes regarding billing for the purpose of addressing and resolving any discrepancies or issues
- Certified OJT coach Assisted new employees by addressing inquiries related to various bank products and client accounts, offering guidance and support to ensure a smooth onboarding process
- Provided personalized coaching and constructive feedback tailored to individual strengths and areas for improvement, with the goal of enhancing overall performance and professional development
Fraud Client Service Rep II
Bank of America/BC Forward
10.2016 - 10.2017
- Ensure the security measures are in place to safeguard Bank of America and its customers from potentially fraudulent activities and unauthorized access to sensitive information
- Utilize strategic tools, resources, and procedures to diligently evaluate accounts and customer situations that may require unique treatment and a specialized approach
- Handled 50 or more calls daily, including addressing customer inquiries, resolving issues, and providing support and assistance as needed
- Initiated fraud claims and billing disputes on behalf of clients who have encountered confirmed instances of fraud or have identified billing discrepancies that require resolution
- Provided clients with comprehensive advice on best practices for safeguarding their accounts, including tips on recognizing and preventing fraud in the future
Education
Bachelor of Science - Business And HR
SNHU
New Hampton, NH12.2025
High School Diploma -
Zion Academy
Fort Worth07-2011
Skills
- Escalation management
- Representative training
- Complaint resolution
- Quality assurance
- Customer support
- Policy improvement
- Risk management
- Complex Problem-solving
- Team leadership
- Performance management
- Documentation and reporting
- Relationship building
- Time management
- Conflict resolution
- Coaching and mentoring
Timeline
Senior Client Advocate (SCA)
Bank of America
08.2022 - Current
Client Service Representative II
Bank of America
04.2019 - 08.2022
Fraud Client Service Rep II
Bank of America/BC Forward
10.2016 - 10.2017
Bachelor of Science - Business And HR
SNHU
High School Diploma -
Zion Academy