Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic
Jennifer Powell

Jennifer Powell

Customer Service
Columbus,OH

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

17
17
years of professional experience

Work History

Branch Manager Assistance

JP Morgan Chase
04.2022 - 11.2023
  • Maintained friendly and professional interactions with the branch manager.
  • Assessed in performance and developed improvement plans for the department.
  • Engaged in business processes with positive motivational techniques.
  • Complied with regulatory guidelines and requirements.
  • Escalate issues the customers are having in the branch.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Resolved various issues impacting sales management and business operations.
  • Complied with established internal controls and policies.

Application Support Technician

JP Morgan Chase
12.2014 - 09.2020
  • Provided support, advice, problem solving, and technical information to customers regarding the use of software applications
  • Routed customer requests for service or problem resolution to appropriate staff and act as liaison with customers regarding the status of their technology requests
  • Served as a Product Subject Matter Expert (SME) through all phases of an application product's life cycle for our support department
  • Was responsible for incident management, following up on escalated issues and handling requests outside of the normal scope of the current support department
  • Identified opportunities for product improvements and upgrades
  • Proactively identified issues before they occur, all helping to assist in the upkeep of supported products in an exciting technology environment.

Client Service Specialist

JP Morgan Chase
12.2013 - 12.2014
  • Provided general product/escalation knowledge and operational support for applications used by JP Morgan facility users
  • Led in answering phones/email and managing incident queues while documenting tickets through the incident life cycle, including: diagnosis, correct incident description, and contact information
  • Identified, troubleshot, and resolved issues
  • Cultivated a positive attitude of helpfulness and enthusiasm to be shared with customers and employees
  • Maintained solid customer relationships by building positive rapport while handling questions and concerns with speed, courtesy, and professionalism
  • Remained up-to-date with technology relevant for support to customers
  • Met internal goals, objectives, and KPIs
  • Followed and adhered to internal policies and procedures
  • Escalated complex technical issues.

Customer Assistance Specialist II

07.2010 - 12.2013
  • Corresponded with customers, brokers, title companies, and third party representatives in order to facilitate delinquency resolution through loss mitigation, consultation, and collection efforts
  • Analyzed borrower requests for assistance, which included various early and late stage workout options depending on the borrower's intent to retain or liquidate the property
  • Led in information gathering from borrower, documentation analysis, inbound/outbound calls, and file maintenance
  • Prepared a completed financial analysis package to recommend best resolution to management team.

Home Lending Default Servicing Loan Counselor

08.2006 - 07.2010
  • Resolved highly escalated borrower issues not able to be handled by front line staff
  • Consistent scorecard performance of a commendable rating each month, resulting in decrease in delinquency rates.

Education

High School Diploma -

Central Hower High School
Akron, OH
06.2001

Skills

  • Microsoft office suite
  • Adaptability
  • Team work
  • Detail-Oriented
  • Time Management
  • Problem resolution
  • Product Knowledge
  • Professionalism
  • Technical Proficiency
  • Teamwork
  • Leadership
  • Organization

Timeline

Branch Manager Assistance

JP Morgan Chase
04.2022 - 11.2023

Application Support Technician

JP Morgan Chase
12.2014 - 09.2020

Client Service Specialist

JP Morgan Chase
12.2013 - 12.2014

Customer Assistance Specialist II

07.2010 - 12.2013

Home Lending Default Servicing Loan Counselor

08.2006 - 07.2010

High School Diploma -

Central Hower High School
Jennifer PowellCustomer Service