Jeslie Isma
Pearland,TX
Summary
I’m a very intellectual individual with strong leadership and relationship-building skills, driven to perform at the best at all times, dedicated to what I am doing, very consistent in getting the job done, Excellent at juggling multiple tasks and working under pressure.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sales Manager
G By Guess
11.2013 - 12.2013
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent follow ups.
- Leading a successful sales team by providing motivational coaching and performance-based incentives.
Sales Manager's Assistant
American Eagle Outfitters, Inc
12.2013 - 05.2014
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Assisted coworkers and staff members with special tasks on daily basis.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
Manager's Assistant
Pier 1 Imports - Corporate
05.2014 - 08.2016
- Ran errands to support daily needs of management.
- Responded to and directed incoming calls and other communication.
- Scheduled meetings and managed calendar.
- Utilized [Software] to create and edit correspondence, documents, and materials.
- Coordinated and scheduled travel arrangements and managed expense documentation for reimbursements.
Assistant Branch Manager
Chase Bank
02.2015 - 09.2021
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
Escalations Specialist, Compliance
JPMorgan Chase
10.2021 - Current
- Conducted root cause analysis on recurring issues, identifying areas for improvement and implementing necessary changes.
- Participated in regular meetings with management to discuss trends in escalated cases while proposing strategies for addressing common challenges faced by the team.
- Maintained compliance with company policies and regulatory requirements through careful monitoring of escalations processes.
- Assisted in the development of training materials focused on escalation procedures, contributing to enhanced team performance.
- Handled sensitive customer data with discretion, maintaining strict adherence to privacy regulations and company guidelines.
- Served as a key point of contact between customers, internal departments, and external partners during escalations processes.
- Achieved high levels of customer satisfaction by demonstrating empathy, active listening skills, and solution-oriented thinking during interactions with customers facing difficulties.
Quality Control Manager
Bourbon Street Daiquiris
12.2023 - 04.2024
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Collaborated with cross-functional teams to identify potential areas of improvement in production processes, leading to enhanced product quality.
- Spearheaded root cause analysis investigations when needed, determining underlying issues and recommending appropriate fixes.
- Participated in regular management review meetings, providing updates on quality control performance and suggesting areas for improvement.
Education
Associate of Arts - Criminal Justice
Broward College
Fort Lauderdale, FL06.2017
Skills
- Microsoft Office
- Sanctions Screening
- Ethics Awareness
- Investigation techniques
- Compliance Monitoring
- Financial Services
- Escalation management
- Teamwork and Collaboration
- Customer Service
- Calm and Professional Under Pressure
- Computer Skills
- Understanding Customer Needs
- Calm Under Pressure
- Customer Relations
- Data Entry
- Quality Control
- Inbound Call Management
- Sales and Upselling
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Affiliations
- B.O.L.D (Black organization for leadership development
- Department of Corrections as a volunteer
- Association of Information Technology
Certification
Public Notary
Sales Force
First aide / CPR
Languages
Haitian Creole
Native or Bilingual
French
Professional Working
Spanish
Elementary
Timeline
Quality Control Manager
Bourbon Street Daiquiris
12.2023 - 04.2024
Escalations Specialist, Compliance
JPMorgan Chase
10.2021 - Current
Assistant Branch Manager
Chase Bank
02.2015 - 09.2021
Manager's Assistant
Pier 1 Imports - Corporate
05.2014 - 08.2016
Sales Manager's Assistant
American Eagle Outfitters, Inc
12.2013 - 05.2014
Sales Manager
G By Guess
11.2013 - 12.2013
Associate of Arts - Criminal Justice
Broward College
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