Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Eubanks

Orange Park,FL

Summary

Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.

Overview

17
17
years of professional experience

Work History

Intermediate Analyst - Executive Response Unit

Citibank
12.2021 - 04.2024
  • Identified trends and patterns in large datasets, leading to actionable insights for business growth.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Identified and resolved problems through root cause analysis and research.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
  • Conducted workplace compliance training to reduce liability risks and operate effectively.
  • Cultivated relationships with industry leaders and within company to share tips and information.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Collected, arranged, and input information into database system.

Escalations Specialist

Citibank
10.2020 - 12.2021
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
  • Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
  • Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.
  • Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.
  • Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
  • Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
  • Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
  • Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Trained new personnel regarding company operations, policies and services.
  • Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
  • Trained customers on product usage for increased brand loyalty.

Customer Service Representative

Citibank
10.2018 - 10.2020
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.

Shift Manager

Dollar General
11.2017 - 03.2018
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Contributed to increased sales revenue by motivating staff to achieve individual and team goals consistently.
  • Conducted regular evaluations of employee performance, identifying areas for improvement and offering targeted guidance for skill development.
  • Implemented process improvements that streamlined daily operations, enhancing overall efficiency within the shift.
  • Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
  • Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Played an essential role in achieving store goals through strategic planning alongside upper management during regular meetings.
  • Developed strong relationships with vendors to ensure timely delivery of products while maintaining cost efficiencies.
  • Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Excelled in every store position and regularly backed up front-line staff.
  • Tracked receipts, employee hours, and inventory movements.
  • Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
  • Scheduled staff to establish adequate coverage during peak business hours.
  • Identified potential bottlenecks in the operational processes which resulted in improved productivity levels over time.

Cake Decorator

Publix
09.2007 - 07.2013
  • Enhanced customer satisfaction by designing and executing visually appealing customized cake orders.
  • Improved bakery sales by creating innovative cake designs for holidays and special events.
  • Collaborated with the baking team to ensure seamless production of cakes, resulting in increased efficiency.
  • Developed a loyal clientele through exceptional customer service and high-quality cake decorations.
  • Mentored new employees on cake decorating techniques, fostering a positive work environment and promoting skill development.
  • Streamlined the ordering process by implementing an organized system for tracking design requests, reducing errors and increasing productivity.
  • Expanded the bakery''s offerings by introducing various frosting techniques, leading to more diverse product options for customers.
  • Maintained a clean and sanitary workspace, adhering to strict food safety guidelines and ensuring overall quality control.
  • Provided input during team meetings on ways to improve the bakery''s overall performance, contributing to a collaborative work atmosphere.
  • Assisted customers with selecting suitable cake designs based on their preferences, demonstrating excellent listening skills and attention to detail.
  • Achieved consistent results in producing intricate designs under tight deadlines, showcasing strong time management skills.
  • Led workshops on cake decorating techniques for aspiring decorators, sharing knowledge and expertise with others in the field.
  • Updated inventory records regularly, ensuring that all necessary supplies were available for efficient workflow operation.
  • Consistently met customer expectations through clear communication regarding design specifications and delivery timelines.
  • Achieved high levels of precision while working with delicate materials such as sugar flowers or edible images.
  • Designed specialty cakes for weddings, birthdays, and graduations.
  • Handled phone calls regarding inquiries, cancelled orders, and ordering conflicts.
  • Verified accuracy of orders while meeting strict deadlines on producing completed products.
  • Precisely arranged display cases throughout workday to highlight finished products.
  • Researched and tested new cake recipes to expand product line of bakery and provide more selections to customers.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Packaged finished products for sale.
  • Prepared frostings and other toppings for cakes and pastries.
  • Replenished and rotated food items, following correct food cooling and storage procedures.

Education

GED -

Florida State College At Jacksonville
Jacksonville, FL
11.2024

Skills

  • Regulatory Compliance
  • Documentation And Reporting
  • Process Improvements
  • Multiple Priorities Management
  • Corrective Action Planning
  • Team Collaboration and Leadership
  • MS Excel
  • Analytical Thinking
  • Root Cause Analysis
  • Effective Communication
  • Written Communication
  • Professionalism

Timeline

Intermediate Analyst - Executive Response Unit

Citibank
12.2021 - 04.2024

Escalations Specialist

Citibank
10.2020 - 12.2021

Customer Service Representative

Citibank
10.2018 - 10.2020

Shift Manager

Dollar General
11.2017 - 03.2018

Cake Decorator

Publix
09.2007 - 07.2013

GED -

Florida State College At Jacksonville

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Jessica Eubanks