Jennifer Jackson
Pittston,PA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Methodical relationship processing expertise in managing personal, corporate and small business accounts. Accomplished in selling banking solutions to drive sales and revenue generation goals. Offering 15 years of experience in providing personal financial counseling. Comfortable working independently or as part of professional banking team. Dedicated financial professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
25
25
years of professional experience
Work History
Customer Service Manager
Walmart
Wilkes Barre, PA
04.2001 - 11.2011
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Followed through with client requests to resolve problems within a timely manner.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Collaborated with Store Manager to improve customer service processes and support structures company wide.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
Customer Service Representative
M&T Bank
Kingston, PA
10.2007 - 06.2009
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Recommended products to customers, thoroughly explaining details.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Implemented and developed customer service training processes.
- Promptly responded to inquiries and requests from prospective customers.
Senior Relationship Banker
M&T Bank
Wilkes Barre, PA
06.2009 - 12.2021
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
- Worked with clients to address and respond to client and partnership management issues.
- Developed appointments to assess each client's participation level and determine targets for follow-up plans.
- Continually boosted branch production and revenue daily by consistently meeting all monthly and quarterly sales goals.
- Handled various accounting transactions.
- Calculated fees due, interest and change for customer transactions.
- Established rapport with new clients to increase satisfaction and loyalty.
- Maintained friendly and professional customer interactions.
- Handled numerous calls per day to address Retail and Business customer inquiries and concerns.
- Resolved problems, improved operations and provided exceptional service.
- Worked with various customers to understand needs and provide excellent service.
- Improved operations through consistent hard work and dedication.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Supervised work of contracted employees to keep on task for timely completion.
- Ensured clarity of my team's purpose and importance while making procedural suggestions for achieving relevant performance.
Education
Bachelor of Science - Criminal Justice
Pennsylvania State University
Wilkes Barre Campus08.2007
High School Diploma -
Wyoming Area Sec Ctr
Exeter, PA06.2003
Skills
- Product and Service Sales
- Data Entry
- New Account Setup
- Attention to Detail
- Customer Service-Oriented
- Problem Solving
- Recordkeeping and Documentation
- Customer Service
- Account Retention
- Time Management
- Staff Scheduling
- Team Cooperation
- Pleasant and Personable
- Team Leadership
- Reliable and Responsible
Accomplishments
- Supervised team of up tp 15 staff members.
- Achieved outstanding recognition awards for Excellent Customer Service and Sales
- Appropriately managed all aspects of risk associated with every position overseen and executed related responsibilities within the support team involved
- Ensured hiring, development, promotion, and retention of diverse talent
- Implemented risk solutions by taking steps to ensure safe practices for customers and employees
Affiliations
M&T Securities (Licensed Banker Sales Champion)
Timeline
Senior Relationship Banker
M&T Bank
06.2009 - 12.2021
Customer Service Representative
M&T Bank
10.2007 - 06.2009
Customer Service Manager
Walmart
04.2001 - 11.2011
Bachelor of Science - Criminal Justice
Pennsylvania State University
High School Diploma -
Wyoming Area Sec Ctr