JENIFER STOUT
Jacksonville,FL
Summary
Seasoned Client Service Officer with 15 years in Treasury Management Services, recognized for problem resolution and enhancing customer satisfaction. Proven track record in managing diverse client portfolios and delivering tailored solutions. Strong communication, problem-solving, and adaptability skills contribute to operational improvements and client retention. Previous roles resulted in significant increases in client satisfaction rates.
Overview
36
36
years of professional experience
Work History
Client Service Officer
Wells Fargo
Jacksonville, USA
04.2010 - Current
- Assist customers with identifying issues and efficiently resolving service tickets on or before estimated completion dates related to various Treasury Management services such as ACH, wires, Account Analysis, Lockbox, ARP & Positive Pay, Cash Vault, Controlled Disbursement
- Assisted customers with training to ensure they are successful in navigating their online platform and are knowledgeable on the products /services they are set up with
- Collaborated with clients and their Relationship Managers/ sales officers to ensure customer's needs are being met by identifying and communicating any problematic trends
- Identify complex problems, review related information to evaluate options and implement solutions with limited supervision
- Supporting team members by participating in group chat well as being appointed as a pod leader to ensure team members cases are reviewed/maintained when they are absent
- Assist with coaching of new team members using real time side by side training and review of cases to ensure focus is on quality and corporate guidelines
Customer Service Representative- Personal and Small business customers
Wachovia / Wells Fargo
Jacksonville, USA
09.2002 - 04.2010
- Fielded customer questions regarding their personal and small business account submitting research when needed for any required maintenance
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Liaise with customers, management, and sales teams to better understand customer needs and recommend appropriate solutions.
- Mentored junior team members and managed employee relationships.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Missile Facilities Specialist
USAF
Minot, USA
11.1989 - 11.1999
- Inspect, monitor, troubleshoot, operate, maintain, and repair of ICBM missile weapons systems support facilities and equipment to ensure operational readiness: diesel generators and emergency batteries; environmental control systems
- Detect and resolve interface problems between electrical and electrical equipment
- Repair or supervise maintenance of accessories and components of direct support and real property installed equipment
- As a Missile Alert Facility Manager, I oversaw the entrance and maintained control of all authorized personnel entering Missile Alert Facility as well as the day to day activities such as daily/weekly/monthly inspections of on-site equipment, ensuring daily cleanup completed per regulations
- Ensure the site was free of debris and anything else that may hinder the security of the site
- Oversaw space allocation and utilization for optimal workflow within facilities.
Education
Mechanics, Electrical, Refrigeration/heating -
USAF Missile Facilities Technical School
Chanute, IL05.1990
High School Diploma -
Northwestern High School
Springfield05.1989
Skills
- Customer service
- Relationship development
- Team building
- Problem resolution
- Treasury management
- Time management
Accomplishments
- Designated as a new hire coach to assist new team members
- Designated as pod leader to ensure cases are monitored and resolved in a timely manner
Timeline
Client Service Officer
Wells Fargo
04.2010 - Current
Customer Service Representative- Personal and Small business customers
Wachovia / Wells Fargo
09.2002 - 04.2010
Missile Facilities Specialist
USAF
11.1989 - 11.1999
Mechanics, Electrical, Refrigeration/heating -
USAF Missile Facilities Technical School
High School Diploma -
Northwestern High School