Jenae Jackson
Richmond,VA
Summary
Professional and experienced operations leader with strong focus on optimizing branch performance and enhancing customer satisfaction. Skilled in process improvement, team collaboration, and adapting to changing business needs. Known for reliability, fostering cohesive team environment, and driving tangible results. Proficient in managing operational workflows, ensuring compliance, and leveraging problem-solving abilities to meet organizational goals.
Overview
9
9
years of professional experience
Work History
Teller; Lead Teller; Associate Personal Banker; Branch Operations Associate Manager
Wells Fargo
08.2018 - Current
- Lead and supervise risk and the operations of teller functions to deliver exceptional customer service and colleague experience, and ensure timely completion, quality, and compliance in teller functions
- Effective at observing, coaching, and providing feedback to ensure consistent service team performance and excellent customer satisfaction
- Identified transactions and suspicious activity, documented findings and filed Suspicious Activity Reports (SARs) in compliance with federal regulations
- Participate in delivery of exceptional customer experience by building relationships through proactive outreach as well as proposing appropriate products, services, and digital solutions to help customers succeed financially
- Assist customers with basic requests related to opening new accounts, completing service requests, and submitting credit applications
- Manage allocation of people and financial resources for branch operations
- Engage customers to understand their financial needs, and work proactively to help customers succeed financially
- Support customers and employees in resolving or escalating concerns or complaints
- Commissioned Notary Public in the State of Virginia
- Introduce customers to partners that support their required needs
- Lead the team to influence, educate, and connect customers to technology and share the value of digital banking options
- Leverage interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures
Customer Service Representative
Teleperformance
Richmond, VA
06.2017 - 08.2018
- Resolved customer inquiries through multiple communication channels, enhancing overall satisfaction.
- Collaborated with team members to streamline call-handling processes, improving response times.
- Trained new representatives on system navigation and customer service protocols, fostering team efficiency.
- Analyzed customer feedback to identify trends and recommend process improvements for service delivery.
- Managed escalated issues effectively, ensuring timely resolution and maintaining client relationships.
- 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.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Accounting
ECPI University
Richmond, Virginia10-2027
Bachelor of Science - Accounting
Virginia State University
Petersburg, VirginiaSkills
- Exceptional customer service
- Strong work ethic
- Professionalism and courtesy
- Excellent time management skills
- Relationship building and management
- Decision-making
- Team leadership
- Staff management
Accomplishments
- 2020 Golden Spoke Award Winner – Wells Fargo
- 2019 Semi-Annual Recognition Champion – Wells Fargo
Timeline
Teller; Lead Teller; Associate Personal Banker; Branch Operations Associate Manager
Wells Fargo
08.2018 - Current
Customer Service Representative
Teleperformance
06.2017 - 08.2018
Bachelor of Science - Accounting
ECPI University
Bachelor of Science - Accounting
Virginia State University