Summary
Overview
Work History
Skills
Timeline
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Jessica Crawford

Kalama,WA

Summary

Dynamic professional with extensive experience at U.S. Bank, excelling in customer service and relationship building. Proven track record in enhancing client satisfaction and retention through effective problem-solving and analytical thinking. Skilled in regulatory compliance, with a commitment to continuous improvement and mentoring junior staff for optimal team performance.

Overview

24
24
years of professional experience

Work History

Retail Support Advisor II

U.S. Bank
08.2015 - Current
  • Maintain up-to-date knowledge on industry policy and regulations, ensuring accurate advice is provided to employees at all time.
  • Manage risk effectively by closely monitoring client portfolios and making timely adjustments and/or decisions.
  • Utilize advanced tools to track client interactions efficiently while maintaining detailed records of the interaction that took place.
  • Mentor junior advisors, fostering a supportive team environment focused on growth and learning.
  • Review legal documents to see if it fits company policy to open/close business, trust, specialized accounts, release account information, perform maintenance, etc.

Assistant Manager

U.S. Bank
10.2011 - 08.2015
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Generated repeat business through repeated Workplace events.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Defined clear targets and objectives and communicated to other team members.

Customer Service Representative (Email)

U.S. Bank
02.2003 - 10.2011
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the department.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.

Small Business Service Specialist

U.S. Bank
01.2001 - 02.2003
  • Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
  • Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
  • Acted as a liaison between customers and other internal departments, ensuring timely completion of tasks and optimal communication throughout the process.
  • Followed instructions from supervisor regarding daily job tasks and duties.
  • Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.

Skills

  • Analytical thinking
  • Time management
  • Critical thinking
  • Written communication
  • Relationship building
  • Problem-solving
  • Research
  • Customer service
  • Regulatory compliance
  • Multitasking

Timeline

Retail Support Advisor II

U.S. Bank
08.2015 - Current

Assistant Manager

U.S. Bank
10.2011 - 08.2015

Customer Service Representative (Email)

U.S. Bank
02.2003 - 10.2011

Small Business Service Specialist

U.S. Bank
01.2001 - 02.2003

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Jessica Crawford