JASON COYER
Salisbury,North Carolina
Summary
Dynamic leader with expertise in financial services and customer care, driving team performance and exceeding service objectives. Proven ability to cultivate talent through targeted coaching and performance evaluations, ensuring superior member experiences. Strong advocate for operational excellence and compliance, fostering a culture of accountability and continuous improvement.
Overview
8
8
years of professional experience
Work History
Senior Financial Services Representative
Ally Financial (Invest)
Charlotte, NC
05.2025 - Current
- Leveraged excellent communication skills to present complex financial information in an accessible manner, enabling clients to make informed decisions.
- Managed a diverse range of client portfolios, tailoring investment strategies based on individual needs and preferences.
- Facilitated productive conversations between clients and internal departments, streamlining communication channels for smoother operations.
- Built strong relationships with clients, fostering trust and loyalty through exceptional service.
- Resolved client concerns promptly and professionally, maintaining a high level of customer satisfaction.
ANALYST, EXECUTIVE CUSTOMER RELATIONS
Ally Financial (Banking Division)
Charlotte, NC
06.2024 - 05.2025
- Spearhead case management for Executive Customer Relations, expertly creating and assigning complaint cases, enhancing operational efficiency and customer satisfaction within the Credit Card division.
- Efficiently archive and organize executive customer relations emails into the ECR SharePoint site, promoting seamless access to critical information and improving team productivity.
- Actively support the credit card team by conducting thorough case research within the consumer lending sector, contributing to informed decision-making that enhances credit card offerings and cultivates a customer-centric culture.
- Work closely with cross-functional teams to address customer concerns, reinforcing a unified approach to service excellence and operational efficiency.
Sales Associate
Popshelf
Concord, NC
03.2023 - 01.2025
- Delivered exceptional customer service to enhance shopping experience and foster repeat business.
- Managed inventory levels, ensuring product availability and adherence to stock management protocols.
- Trained new staff on sales techniques and company policies to improve team performance and efficiency.
- Implemented visual merchandising strategies to optimize product displays and attract customer attention.
TEAM LEAD
Ally Financial (Banking Division)
Charlotte, NC
09.2022 - 06.2024
- Manage complex deposit and trust accounts, ensuring unwavering compliance with banking regulations and service standards, while safeguarding organizational integrity and client trust.
- Coach and mentor team members, fostering a culture of continuous improvement and professional growth, optimizing overall team performance and satisfaction.
- Streamline operational efficiency by monitoring staffing levels and service metrics, proactively addressing challenges to elevate QA and customer care excellence in the contact center.
- Resolve escalated client interactions with precision, delivering exceptional service that reinforces client loyalty and strengthens the bank’s reputation for outstanding customer care, while adhering to company bylaws and policies.
CUSTOMER CARE SPECIALIST
Ally Financial (Banking Division)
Charlotte, NC
06.2021 - 09.2022
- Delivered exceptional member service by efficiently processing account services, including wire transfers and stop payment requests, enhancing client satisfaction and retention.
- Ensured adherence to banking regulations by maintaining comprehensive knowledge of compliance requirements for complex deposit accounts, thereby fostering trust and security among clients at Ally Financial.
- Facilitated seamless account openings and transactions for checking, savings, trust, IRA, and CD accounts, contributing to a streamlined customer experience and operational excellence.
- Resolved customer inquiries related to online access and mobile app functionalities, demonstrating strong problem-solving capabilities and commitment to client support in a fast-paced banking environment.
LEASING SPECIALIST
Hawthorne Residential Partners
Charlotte, NC
01.2021 - 10.2021
- Streamlined leasing operations by expertly guiding new residents through the application process, ensuring accuracy and compliance, which enhanced customer satisfaction and loyalty.
- Executed comprehensive inspections of show apartments and tour routes, maintaining exceptional cleanliness standards to elevate the property’s marketability and appeal.
- Optimized administrative and marketing functions through proficiency in software programs such as Yardi, Blue Moon, and Rent Cafe, significantly improving efficiency and operational workflows.
- Facilitated seamless transactions, including rent and deposit management, while rigorously inspecting move-ins and move-outs to uphold property integrity and tenant satisfaction.
CUSTOMER CARE SPECIALIST
Duke Energy
Charlotte, NC
12.2019 - 04.2021
- Delivered exceptional customer service by effectively resolving billing and service inquiries, driving overall client satisfaction and loyalty.
- Ensured accurate and timely execution of payment processing and service initiation, bolstering operational efficiency.
- Skillfully managed outage calls, employing empathy and problem-solving to mitigate customer concerns and restore trust during challenging situations.
- Surpassed performance expectations in call volume and customer satisfaction metrics, demonstrating a commitment to excellence in customer care.
ASSISTANT SITE LEADER
Sam’s Mart
Indian Trail, NC
03.2018 - 12.2019
- Championed daily operational excellence by coaching and developing store associates, fostering a high-performance culture that consistently met sales objectives and enhanced customer satisfaction.
- Strategically recruited and onboarded passionate individuals, enriching team dynamics and driving a shared commitment to store success and customer care.
- Implemented rigorous inventory and housekeeping protocols, ensuring optimal store presentation and operational efficiency, which bolstered the overall shopping experience.
- Executed effective expense tracking and cost control strategies, significantly minimizing waste, and enhancing the store’s financial health.
Education
High School Diploma -
Cary High School
Cary, NCReal Estate License / Full Broker - undefined
03-2026
Skills
- Customer Relationship Management
- Customer Care Excellence
- Case Management
- Operational Support
- Regulatory Compliance
- Cross-Functional Collaboration
- Team Development
- Coaching and Mentorship
- Performance Planning
- Performance Management
- Branch Management
- Quality Assurance (QA)
- Process Improvement
- Information Organization
- Data Analysis & Integrity
- Salesforce
- Genesys
- Power BI
- Reiito
- Microsoft Office Products (MS Word, Excel, SharePoint)
- Adobe
ADDITIONAL EXPERIENCE
- STORE MANAGER | 7-ELEVEN – Charlotte, NC 08/2015 – 01/2018
- ASSISTANT STORE MANAGER | 7-ELEVEN – Concord, NC 10/2012 – 08/2015
- ASSISTANT STORE MANAGER | Sam’s Mart – Matthews, NC 10/2010 – 10/2012
Timeline
Senior Financial Services Representative
Ally Financial (Invest)
05.2025 - Current
ANALYST, EXECUTIVE CUSTOMER RELATIONS
Ally Financial (Banking Division)
06.2024 - 05.2025
Sales Associate
Popshelf
03.2023 - 01.2025
TEAM LEAD
Ally Financial (Banking Division)
09.2022 - 06.2024
CUSTOMER CARE SPECIALIST
Ally Financial (Banking Division)
06.2021 - 09.2022
LEASING SPECIALIST
Hawthorne Residential Partners
01.2021 - 10.2021
CUSTOMER CARE SPECIALIST
Duke Energy
12.2019 - 04.2021
ASSISTANT SITE LEADER
Sam’s Mart
03.2018 - 12.2019
Real Estate License / Full Broker - undefined
High School Diploma -
Cary High School