JESSICA MAJORS
Killeen
Summary
Dedicated professional with extensive experience in customer service, workforce management, and problem-solving, adept at building strong client relationships and improving operational efficiency. Proven ability to train and mentor teams, optimize processes, and implement innovative customer retention strategies. Excited to bring expertise and a commitment to excellence to the role of Fraud Investigator.
Overview
20
20
years of professional experience
Work History
Contact Center Consultant III
A + Federal Credit Union
Austin
02.2024 - Current
- Assisted managers by training new personnel to improve onboarding process.
- Managed escalations quickly and professionally, ensuring all parties were satisfied with the outcome.
- Monitored team member performance against established standards and provided coaching as needed.
- Investigated and documented suspicious financial activity.
- Analyzed customer data for potential fraud indicators.
Contact Center Consultant II
A + Federal Credit Union
Austin
02.2023 - 02.2024
- Developed and implemented customer service strategies that enhanced client satisfaction and retention within a fast-paced contact center environment.
- Trained and mentored junior consultants on best practices in customer engagement and conflict resolution techniques, fostering a collaborative team culture.
- Reviewed customer accounts for evidence of fraudulent activity.
Contact Center Consultant I
A + Federal Credit Union
Austin
01.2020 - 02.2023
- Helped over 15,000 members ranging from assisting with online banking, check hold releases, checking balances, transferring funds, unblocking debit cards, explaining transaction history, opening and closing accounts.
- Accumulated an overall rating of 90% or higher on my Quality Assurance calls.
- Built successful relationships with members, resulting in them wanting to continue to grow with A + Federal Credit Union.
Branch Supervisor
First National Bank Texas
Killeen
01.2006 - 01.2020
- Trained over 30 employees in cash handling, check negotiation, opening and closing accounts, building customer relationships, open and close loan applications.
- Supervised over 50 employees instilling great leadership and accurate job performance.
- Awarded employee of the month ten times, district employee of the month once, and regional employee of the month once while working for First National Bank Texas.
Education
Some College (No Degree) -
Central Texas College
Killeen, TXSkills
- Coaching and mentoring
- Complaint handling
- Customer retention strategies
- Problem-solving skills
- Attention to detail
- Effective communication
Timeline
Contact Center Consultant III
A + Federal Credit Union
02.2024 - Current
Contact Center Consultant II
A + Federal Credit Union
02.2023 - 02.2024
Contact Center Consultant I
A + Federal Credit Union
01.2020 - 02.2023
Branch Supervisor
First National Bank Texas
01.2006 - 01.2020
Some College (No Degree) -
Central Texas College