JEKIA WILLIS
Concord,NC
Summary
Achieved significant process improvements and error reduction through comprehensive metric analysis and transaction evaluations.,Enhanced call handling consistency and fortified fraud-prevention measures while delivering critical insights on sales and media trends.,Drove impactful analytical reporting and performance measurement to support data-driven workforce planning and effective stakeholder communication.
Overview
12
12
years of professional experience
Work History
CONSUMER SUPPORT SPECIALIST
PNC Bank
Remote
06.2022 - Current
- Proposed customer service process changes that improved call handling consistency and reduced escalations
- Monitored daily metrics, tracking call volume and first-contact resolution to inform staffing and coaching
- Accepted additional assignments from leadership to support departmental goals and maintain service levels
- Investigated flagged transactions using core banking system, corrected posting errors, and updated customer records
- Executed fraud-alert protocols on suspicious accounts, coordinated with security team, and protected customer funds.
- Remote
PRESTIGE BEAUTY ADVISOR
Ulta Beauty
Concord, NC
10.2018 - 05.2021
- Assisted in organizing in-store events that increased customer engagement and contributed to sales growth.
- Achieved monthly sales targets through proactive product recommendations and teamwork.
- Completed merchandise updates promptly for new product launches and promotions to maintain attractive displays.
- Handled high-value transactions at the point of sale and ensured balanced cash drawers without discrepancies.
- Tracked top-selling SKUs weekly and provided management with trend insights for restocking decisions.
Media Analyst
CampusLately (non-profit)
Houston, TX
08.2014 - 12.2017
- Managed media briefings to aid spokespeople in reducing interview preparation time efficiently.
- Compiled and refined press releases for regional initiatives, contributing to increased newspaper coverage.
- Created reporter pitch templates to expedite outreach and enhance placement success.
- Tracked media mentions using Meltwater, generating daily reports for leadership assessment.
GUEST SERVICE ASSOCIATE
Target
Concord, NC
11.2016 - 07.2017
- Improved guest satisfaction by setting clear expectations and resolving issues with calm communication
- Advised guests on product choices using in-depth store knowledge to increase informed purchases
- Anticipated guest needs and delivered accurate, timely service to enhance overall shopping experience
- Trained six seasonal hires on POS procedures and cash-handling rules to minimize transaction errors.
Education
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION AND MANAGEMENT
Bellevue University
Bellevue, NE07.2026
Skills
- Achieved notable performance improvements through targeted strategies
- Delivered detailed insights that improved project outcomes
- Facilitated seamless adaptability to enhance team effectiveness
- Implemented refined customer segmentation to boost engagement
- Produced actionable market research that drove innovation
- Generated impactful data visualizations that supported informed decision-making
- Information security
- Sanctions compliance
- Adobe acrobat
- Corrective action plans
- Conflict management
- Risk identification
- Powerpoint presentations
- Payment processing
LANGUAGES
English (Native)
Timeline
CONSUMER SUPPORT SPECIALIST
PNC Bank
06.2022 - Current
PRESTIGE BEAUTY ADVISOR
Ulta Beauty
10.2018 - 05.2021
GUEST SERVICE ASSOCIATE
Target
11.2016 - 07.2017
Media Analyst
CampusLately (non-profit)
08.2014 - 12.2017
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION AND MANAGEMENT
Bellevue University