Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jessica Brown

Brandon,FL

Summary

A dedicated customer service professional with 10+ years of experience resolving complex customer inquiries and anticipating customer needs. Proven ability in establishing long-lasting customer rapport by demonstrating high empathy and attention to detail. A driven, reliable individual who demonstrates strong time management and organizational skills while thriving in a fast-paced environment

Overview

2
2
years of professional experience

Work History

Relationship Specialist III

Grow Financial FCU
10.2022 - Current
  • Developed and maintained strong customer relationships, providing exceptional service and advice
  • Investigated customer inquiries and resolved discrepancies in helpful and timely manner
  • Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud
  • Educated customers on features and benefits of banking products and services

Data Entry Specialist

PennyMac Loan Services
  • Evolved a new department of three specialists to a team of 15 by assisting with coaching new members through procedures and protocols to better keep up with a fast moving market
  • Retained close partnerships with several vendors by providing daily clear communications and appraiser feedback throughout life of orders to ensure an overall positive experience for anxious new homeowners
  • Recorded and tracked 5,000+ appraisal orders for home loans from inception to completion of report to meet firm time frames

Customer Care Specialist

Progressive
  • Educated new bundle clients and established members on the best suitable options for coverage and premiums for their auto, special lines, and home
  • Maneuvered over 50+ difficult de-escalation calls transferred from peers
  • Counseled and worked to find solutions with customers experiencing financial hardship throughout the Covid 19 pandemic
  • Formulated strategies and cheat sheets for better call handling by ensuring agents are touching on all member policies for one call resolution

Shift Supervisor

Starbucks
  • Maintained store operations and workflows to ensure the efficacy of the store by leading a team of 6+ baristas to success

Education

Journalism & Mass Communications

Tampa Bay Tech High School
Tampa, FL

Skills

  • Active Listening
  • Attention to Detail
  • Verbal & Written Communication
  • Cash and Check Handling
  • Conflict Resolution
  • Adaptability
  • Multitasking & Organization
  • Data entry & Record keeping
  • Effective Time Management
  • Team Leadership

Timeline

Relationship Specialist III

Grow Financial FCU
10.2022 - Current

Data Entry Specialist

PennyMac Loan Services

Customer Care Specialist

Progressive

Shift Supervisor

Starbucks

Journalism & Mass Communications

Tampa Bay Tech High School

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