Jessica Romero
Summary
Service-oriented individual offering skills in exceptional customer service and problem resolution. A focused and enthusiastic Client Support Specialist with expertise working independently or as part of an effective team.
Overview
11
11
years of professional experience
Work History
Client Support Specialist II
Citizens Business Bank
01.2022 - Current
- Identified and relayed service solutions to follow colleagues and clients that were efficient with proven and positive results.
- Identified opportunities to improve customer service procedures and implemented changes accordingly.
- Delivered high level of service to clients in effort to build upon relationships for future.
- Analyzed customer issues to identify root cause and provided appropriate solutions.
- Collaborated with other teams within the organization to provide comprehensive solutions for clients.
- Monitored incoming request from customers regarding technical problems or product inquiries.
- Documented all customer interactions in the company's database system.
- Developed training materials for new team members related to customer service processes.
- Ensured that all customer inquiries were responded to promptly and accurately.
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
- Investigated unusual or complex customer requests and escalated them as necessary to higher levels of expertise within the organization.
- Maintained customer accounts and updated account information as needed.
- Researched, identified and responded to client inquiries expeditiously, providing reactive and proactive customer support.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Resolved RDC issues and implemented corrective actions to prevent recurrence.
- Resolved customer inquiries in a timely manner, exceeding service-level agreements.
- Diagnosed technical problems and communicated solutions to customers.
- Received customer satisfaction rating of 94% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Image Data Operator II
Citizens Business Bank
01.2018 - 01.2021
- Processed, adjusted, and balanced multiple financial deposits in a day.
- Contacted branches to assist with deposits that were out of balance and to properly correct customer’s deposits.
- Assisted multiple departments (Lockbox, Statements, and Courier Services) with workload, conducted training, and created Standard Operating Procedures while maintaining main duties in a timely manner.
Client Support Specialist II
Financial Aid & Scholarship Office
01.2013 - 01.2018
- Determined students financial aid ability through analysis of federal regulations and university policies.
- Counseled students on financial aid process, requirements, and eligibility.
- Empathized and consoled students as they navigated through applying for the financial aid application and assisted with the process.
- Provided customer service over the phone, in person, and in university workshops and recruitment events.
Education
Bachelor of Arts in Sociology and Criminal Justice Minor -
California State University of San Bernardino
06-2019
Skills
- Client Relationship Building
- Customer-Facing Communication
- Verbal and Writing Communication
- Client Service Excellence
- Call Documentation
- Customer Service
- De-Escalation Techniques
- Adaptability and Flexibility
- Problem Resolution
- Active Listening
Systems Programs
- Navigator
- Q2 Central
- Director
- Checkfree
- RDC
- Positive Pay
- CRM
Timeline
Client Support Specialist II
Citizens Business Bank
01.2022 - Current
Image Data Operator II
Citizens Business Bank
01.2018 - 01.2021
Client Support Specialist II
Financial Aid & Scholarship Office
01.2013 - 01.2018
Bachelor of Arts in Sociology and Criminal Justice Minor -
California State University of San Bernardino