Jasmyne Nicole Jamison
Washington,DC
Summary
Experienced customer service representative with strong problem-solving ability and a results-driven attitude. Expertise in the financial call center environment, successfully transforming loans and bank accounts, resulting in a remarkable 30% decrease in loan delinquency and negative accounts. Seeking to utilize skills and experience to contribute to a new organization. Authorized to work in the US for any employer, ready to make a positive impact.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Professional
BrightKey Inc.
Annapolis Junction, MD
09.2024 - Current
- Managed call inquiries promptly while upholding professionalism in every interaction.
- Provide information to resolve customer inquiries related to memberships, orders, and payment processing.
- Leveraged comprehensive knowledge of products and services to address customer needs.
- Record customer interactions and maintain precise database records.
- Collaborate with team members to ensure a seamless customer experience
- Escalated high-priority issues to relevant team members.
- Enhanced customer satisfaction by diligently monitoring and resolving reported concerns.
Internet Banking Specialist
Presidential Bank
Bethesda, MD
02.2023 - 01.2024
- Guided clients through processes involving their bank accounts, debit cards, and digital banking services.
- Verified outgoing wire transfers while maintaining compliance with operational standards.
- Handle and process reports for account closures.
- Enabled seamless account application processes by conducting Chex system evaluations and flagged OFAC discrepancies through Lexis Nexis assessments as needed.
- Created service tickets to address system issues in the online banking platform.
Loan Solutions Specialist/Call Center Rep
Advantage Financial FCU
Washington, DC
12.2019 - 12.2023
- Monitor loans to ensure members have adequate insurance coverage to protect collateral and the Credit Union's interests
- Process Collateral Protection Insurance for non-compliance auto and mortgage loans
- Process debt protection claims and payments for disability, unemployment and death with CUNA Mutual
- Works with 3rd party collectors and attorneys to provide data and documentation that will assist the collection effort
- Process Loan payments from 3rd party vendor
- Assist in preparation of monthly board reports
- Review delinquency and negative share account reports daily to determine probable reasons for account status
- Follow up on delinquent loans and negative share accounts by telephone, and means to secure a satisfactory resolution
- Discuss possible financial arrangements, informs members of potential legal action, and suggests financial counseling to arrive at suitable payment arrangements
Call Center Representative
Treasury Department Federal Credit Union
Washington, DC
12.2017 - 12.2019
- Assisted clients with managing their bank accounts, debit, and credit cards.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Reconciliation Public Transit Specialist/Call Center Representative
Medical Transportation Management
Washington, DC
11.2015 - 11.2017
- Handled incoming and outgoing calls in a corporate setting.
- Streamlined access to medical assistance by managing fund allocation for approved members.
- Aid members in selecting travel choices and handling fund claims.
- Maintained precise records for more than 300 members per day.
- Organized and managed calls in accordance with department standards.
- Listened attentively and probed callers professionally.
- Entered data of members and providers into the proper system for initiating requested transport services.
Education
GED -
OIC GED
Washington, DC01.2013
Skills
- Customer service excellence
- Payment processing
- De-escalation techniques
- Quality assurance
- CRM software
- Active listening
- Relationship building
- Data entry
- Report generation
- Documentation
- Product knowledge
- Order fulfillment
- POS systems expert
Certification
Certified Notary Public, 06/01/22, 06/30/27
Timeline
Customer Service Professional
BrightKey Inc.
09.2024 - Current
Internet Banking Specialist
Presidential Bank
02.2023 - 01.2024
Loan Solutions Specialist/Call Center Rep
Advantage Financial FCU
12.2019 - 12.2023
Call Center Representative
Treasury Department Federal Credit Union
12.2017 - 12.2019
Reconciliation Public Transit Specialist/Call Center Representative
Medical Transportation Management
11.2015 - 11.2017
GED -
OIC GED