JASMINE WRIGHT

Guided less experienced customer service representatives in adopting procedural changes to improve service delivery.

Executed comprehensive research initiatives to enhance customer problem resolution processes.

Applied in-depth knowledge of bank policies and procedures to support effective decision-making and risk management.

Managed customer relations by effectively addressing concerns and resolving conflicts to maintain satisfaction.

Provided guidance to junior representatives to enhance service quality and address complex inquiries.

Executed strategies to maintain elevated productivity levels while ensuring adherence to quality standards.

Utilized critical thinking skills to independently assess and address issues effectively.

Utilized strong multi-tasking abilities to streamline workflows and enhance operational efficiency.

Executed in-depth investigations to enhance customer satisfaction by effectively resolving issues.

Analyzed and addressed critical issues to ensure timely involvement of appropriate parties and successful resolution.

Utilized strong verbal, written, and interpersonal communication skills to foster collaboration and understanding.

• Managed collection efforts and spearheaded recovery initiatives to reduce risk exposure and maximize profitability.
• Engaged with customers through phone interactions to uphold payment compliance and service standards.
• Facilitated effective communication during collection processes, maintaining professionalism and fostering positive interactions.
• Engaged with impacted departments to streamline processes and enhance response strategies during peak call periods.
• Managed remote work environments to ensure consistent workflow and team engagement.

• Supervised direct reporting staff according to overall company policy.
• Applied strategic planning to determine company, department or unit objectives.
• Coached and trained agents to negotiate, influence, and collaborate to build successful relationships with customers.
• Onsite