Jaylah McCullough
Charlotte,NC
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Wells Fargo
Charlotte, NC
09.2025 - Current
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Educated clients on insurance products, improving understanding and retention.
- Collaborated with cross-functional teams to streamline service processes.
- Mentored new representatives, fostering knowledge transfer and team cohesion.
- Analyzed customer feedback to identify trends and recommend improvements.
- Implemented process enhancements that reduced response times significantly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
USAA
Concord, NC
06.2024 - Current
- Handling checks and savings account inquires
- Assists customers with navigating mobile app/website
- Providing customers with financial information
- Product knowledge
- Handling high volumes of calls
Customer Service Representative
Bank of America
Charlotte, NC
02.2020 - 01.2024
- Credit card agent customer service representative-
- Job duties:
- File disputes
- Credit card replacements
- Credit line increases
- Credit line changes
- Quote interest rates
Education
None - undefined
North Mecklenburg High School
Charlotte, NC03.2026
Skills
- Executed software troubleshooting procedures to identify and resolve technical issues
- Executed accurate data entry processes to ensure information integrity
- Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
- Supported food safety initiatives by monitoring compliance with health regulations and standards Assisted in training staff on proper food handling techniques to minimize risks Contributed to maintaining a clean and organized kitchen environment
- Facilitated effective communication through phone interactions Assisted customers with inquiries and concerns Supported team members in maintaining professional phone etiquette
- Facilitated negotiation processes to achieve mutually beneficial agreements
- Utilized Microsoft Excel to assist in data bentry and organization Supported team members in generating reports and analyzing data trends Contributed to maintaining accurate records and documentation
- Leveraged advanced computer skills to enhance operational efficiency
- Demonstrated exceptional verbal and written communication skills to facilitate effective collaboration
- Administered Windows operating systems to ensure optimal performance and security
- Executed food preparation processes to ensure timely service delivery
- Demonstrated exceptional organizational skills to streamline project workflows
- Assisted users in navigating Microsoft Word features to enhance document creation Supported team members in formatting and editing documents for clarity and professionalism Collaborated with colleagues to troubleshoot software issues and improve workflow efficiency
- Facilitated English language instruction to enhance communication skills
- Cultivated comprehensive office experience through diverse administrative tasks
- Optimized scheduling and prioritization of tasks to enhance productivity
- Executed cash handling procedures to ensure accurate financial transactions
- Assisted customers with product inquiries and order placements Supported sales team in achieving monthly targets Maintained accurate records of customer interactions
- Assisted customers with inquiries and issues to enhance satisfaction Provided timely solutions to support customer needs Collaborated with team members to improve service delivery
- Customer service
- Call center experience
- Microsoft Excel
- Microsoft outlook
- Call management
- Product knowledge
Certification
- Driver's License
- August 2021 to Present
Timeline
Customer Service Representative
Wells Fargo
09.2025 - Current
Customer Service Representative
USAA
06.2024 - Current
Customer Service Representative
Bank of America
02.2020 - 01.2024
None - undefined
North Mecklenburg High School