Jessica Gower
Copperas Cove,TX
Summary
Provides outstanding customer service. Highly Skilled at Answering Questions and Providing Answers. Expert at Handling Difficult Situations Smoothly for Excellent Customer Experiences. Exceptional Work Ethic and Flexibility. I am Also Experienced in a High Pressure and Fast Paced Professional Environment.
Overview
14
14
years of professional experience
Work History
ASSISTANT MANAGER
Bush's Chicken
06.2014
- Provided assistance to cashiers and cooks when necessary
- Resolve customer complaints and issues
- Performed inventory and monitored food supply and demand
- Ensured that all transactions are accounted for from all registers
- Followed all procedures regarding deposits into the safe
Contact Center Consultant
A Plus Federal Credit Union
Harker Heights, TX
10.2023 - Current
- Answer all incoming calls within the established ring time goal
- Ensure proper identification of members using Security PINs or approved security questions prior to releasing information or conducting transactions
- Staying apprised of any phone, check or debit card scams to identify potential loss or fraud on every call
- Use pleasant, professional voice, and good listening skills to enhance service
- Assist members with loan inquires, which may include, payoff request, rate information, processing payments, establishing automatic transfers and payment history details
- Educate/advise members on questions relating to accounts, rate information, product or service requests, and/or error resolutions after completing any necessary research
- Promote and maintain quality internal service at all times in order to cultivate relationships with departments and branches to develop a team atmosphere within the Credit Union
- Attain and maintain knowledge of all credit union products and services
- Inform existing and prospective members of current promotions and new or updated products/services
- Utilize online account opening system to open various types of accounts for members, offering products/services in order to increase services per retail household
- Answer questions regarding cleared items, direct deposits, and various types of transactions on accounts
- Place applicable types of stop payments following appropriate procedures
- Be knowledgeable of regulation requirements as applicable to debit card holds, pending transaction processes, opting members in and out. Ability to explain requirements to the members
- Assist members with trouble shooting and resolving issues by accessing member’s online activity and resetting or unlocking logins
- Prepare and submit all wire transfer requests following appropriate procedures
- Use DocuSign system to securely send appropriate requested documents to members for completion
- Use internal software to review and create copies of cleared items as requested
- Handle adjustments to credit union Member Rewards program
- Answer inquiries regarding funds availability/check holds and releasing holds within approved limits
- Handle debit card requests for ordering, blocking, and travel notifications
- Make fee reversal decisions within approved limits
- Expected to reach and maintain a minimum of 75% success in established sales goal referrals and 80% success in quality assurance monitoring
- Complete required assignments for Level I
- Perform other duties as required or assigned
Personal banker
Cadence Bank
08.2022 - 08.2023
- Assisting customers with any financial needs
- Process applications and verify account details
- Helping the client achieve his or her goals in life through sound guidance on money management principles that will work best for them
- Cashing checks,making deposit opening and closing accounts
CASHIER-SHIFT LEAD
Bush's Chicken
11.2020 - 07.2022
- Provide excellent customer service
- Process payments received
- Perform preparation duties of food and beverages
- Ensure that orders are received timely
CORRECTIONAL OFFICER
Texas Department of Criminal
03.2011 - 12.2018
- Monitored inmate behavior preventing crime, escape attempts, and other various activities
- Performed cell inspections and random searches within common areas
- Observed daily activities identifying and managing suspicious behavior, improper conduct, and signs of conflict
- Utilized de-escalation techniques, verbal commands, and physical restraints addressing unruly inmates
Education
High School Diploma -
CROSSROADS HIGH SCHOOL
COPPERAS COVE, TXSkills
- Multitasking and Prioritization
- Creative Problem Solving
- De-Escalation Techniques
- Customer Service
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Issue and Complaint Resolution
- Upselling Products and Services
Timeline
Contact Center Consultant
A Plus Federal Credit Union
10.2023 - Current
Personal banker
Cadence Bank
08.2022 - 08.2023
CASHIER-SHIFT LEAD
Bush's Chicken
11.2020 - 07.2022
ASSISTANT MANAGER
Bush's Chicken
06.2014
CORRECTIONAL OFFICER
Texas Department of Criminal
03.2011 - 12.2018
High School Diploma -
CROSSROADS HIGH SCHOOL