Jessica Parris Acosta
Muskogee,OK
Summary
Dedicated and results-driven with over 15 years of experience in delivering exceptional service across diverse industries. Proven track record of resolving complex issues efficiently while maintaining a high level of customer satisfaction and empathy. Able to manage high-volume interactions, and leveraging strong problem-solving skills to enhance the customer experience.
Overview
15
15
years of professional experience
Work History
Sr. Risk Coordinator
Capital One
01.2024 - Current
- Handles inbound and outbound calls with customers to discuss account statuses, payment options, and settlement plans.
- Problem solves billing, credit card, and technical issues.
- Delivers exceptional customer service by empathizing with clients' financial situations and working towards mutually beneficial solutions.
Credit Card Customer Service Coordinator
Capital One
09.2019 - 01.2024
- Responded to customer needs through competent customer service and prompt problem-solving.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exercised good judgement and independent decision-making skills.
Auto Finance Customer Service Coordinator
Capital One
04.2018 - 09.2019
- Provided exceptional customer service to auto finance clients by addressing inquiries related to loan applications, new accounts, payment processing, and contract terms.
- Collaborated with team members and other departments to address complex issues and improve service delivery.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
Branch Manager
Approved Cash Advance
09.2017 - 04.2018
- Oversaw daily operations of the branch, including loan processing, customer service, and compliance with company policies and regulatory requirements.
- Developed and implemented strategies to drive branch growth, including marketing initiatives, community outreach, and relationship building with local businesses and clients.
- Recruited, trained, and mentored branch staff, focusing on improving performance, product knowledge, and customer service skills.
Lead Vault Supervisor
Muscogee Creek Nation Casino
01.2015 - 09.2017
- Proven ability to lead and train a team, ensuring adherence to procedures and maintaining high performance.
- Expertise in managing and controlling large volumes of cash and casino chips with a high degree of accuracy.
- Achieved a high level of customer and employee satisfaction by promptly addressing any concerns or complaints regarding the Cash Operations department.
Shift Manager
Taco Bueno
10.2009 - 01.2015
- Managed daily restaurant operations, including opening and closing procedures, inventory control, and cash handling. Ensured adherence to health and safety regulations and maintained cleanliness and organization throughout the restaurant.
- Trained new hires on company policies, procedures, and customer service expectations, contributing to a well-prepared workforce.
- Addressed and resolved operational issues, such as equipment malfunctions, staffing conflicts, and customer complaints, in a timely and effective manner.
Education
High School Diploma -
Muskogee High School
Muskogee, OK05.2004
Skills
- Problem-solving
- Customer Service
- Leadership and Decision Making
- Active Listening
- Time Management
- Call Center Experience
- Handling Change
- Knowledge Sharing
Timeline
Sr. Risk Coordinator
Capital One
01.2024 - Current
Credit Card Customer Service Coordinator
Capital One
09.2019 - 01.2024
Auto Finance Customer Service Coordinator
Capital One
04.2018 - 09.2019
Branch Manager
Approved Cash Advance
09.2017 - 04.2018
Lead Vault Supervisor
Muscogee Creek Nation Casino
01.2015 - 09.2017
Shift Manager
Taco Bueno
10.2009 - 01.2015
High School Diploma -
Muskogee High School