Jayshawna Castille
Georgetown,TX
Summary
Experienced client success professional with a strong background in retail, finance, and fintech industries. Committed to cultivating robust client relationships, and driving user engagement. Skilled in analytical problem-solving, team building, leadership, and motivation. Demonstrated ability to handle projects with precision, prioritize tasks, and meet deadlines. Collaborative approach with cross-functional teams, and a proven track record of quickly adapting to new environments and changes.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
John Hancock Signature Services
Remote
12.2023 - 09.2024
- Managed relationships with a portfolio of high-value clients, ensuring their needs were met and expectations were exceeded
- collaborated with product teams to implement customer feedback and enhance service offerings.
- Act as a liaison between clients and the internal team to advocate for the client needs and provide solutions to enhance the products and services that are offered.
- Entered and verified 30 data entries daily with 100% accuracy, ensuring efficient record keeping and data integrity.
- Provided comprehensive support for clients investing in Mutual funds, addressing inquiries about fund performance, fees and investment strategies.
- Resolved clients client issues effectively, maintaining a satisfaction rating of 95% through proactive communication and follow-up
Customer Service
Walmart
Round Rock, TX
05.2017 - 12.2023
- Develop and implement strategic plans to enhance customer satisfaction, retention and growth by identifying errors in nil pick reports and ensuring features and pinpoints are accurate. Increases FTP by 15%, allowing for the products' consumer order to be fulfilled.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases using WISMO to provide updates to customers and improve the logistics process while enhancing supply chain efficiency
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Analyze data and metrics to track customer scores and KPIs using Tableau and ensuring alignment with customer satisfaction objectives.
- Executed in store training and education for retail E-commerce, ensuring all associates are learning an
Skills
- Analytical skills
- Business Process Improvement
- Collaborative communication
- Microsoft Office
- Customer engagement strategies
- Document preparation
- Technical proficiency
- SharePoint
- Salesforce
- KPI analysis
Timeline
Customer Service Representative
John Hancock Signature Services
12.2023 - 09.2024
Customer Service
Walmart
05.2017 - 12.2023
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