Jessica Salazae
Arizona City ,AZ
Overview
7
7
years of professional experience
Work History
Lead Account Specialist
Discover Bank
05.2022 - Current
- Developed a QMS auditing system for Click to Chat agents to ensure agents were graded on stats.
- Participated in a Head Quarters in Call listening project to get phone time level decreased
- Acted as a Coach on the Floor for multiple Front Office teams, maintaining individual stats and teams stats as a meets or exceeds.
- Provided and created resources that catered to agents needs to have successful stats each month.
- Filed 100k Discover student loan files will short deadline
- Mentored in Multiple training classes to ensure New Hire Agents were prepared for job role.
- Developed and implemented plans for training classes to ensure better results.
- Achieved high levels of client satisfaction through timely resolution for account-related concerns.
- Completed routine and Company updates to resolve problems.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Resolved complex and wide range of Web Support issues.
- Analyzed Customer Experience data and generated accurate, insightful reports for management.
- Enhanced New hire agents performance by providing personalized guidance and support during Training classes.
- Guided New Hire Agents in overcoming challenges by sharing personal experiences and offering purposeful feedback.
- Promoted and maintained positive relationships between peers and leaders to encourage social resilience and connection..
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for Agents.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Member Relationship Specialist
First American Credit Union
09.2020 - 05.2022
- Maintained up-to-date knowledge on credit union products and services, allowing for accurate information sharing with members at all times.
- Identified cross-selling opportunities through an in-depth understanding of members'' financial situations and needs.
- Participated in community events to promote credit union services, fostering goodwill within the local market.
- Achieved high levels of member satisfaction through empathetic listening and effective problem-solving skills.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Reconciled cash drawer and resolved discrepancies.
Ticket Writer / Book Keeper
Blue Beacon
08.2017 - 09.2020
- Supported the successful execution of events by ensuring that all ticketing-related concerns were addressed promptly and efficiently
- Provided exceptional service, resulting in positive feedback from both customers and supervisors.
- Increased customer satisfaction by attentively addressing inquiries, complaints, or special requests.
- Managed Multiple registers at once
- Audited drawers and vault
Education
Vista Grande High School
Casa Grande, AZ05.2017
Skills
- Account Administration
- Customer relationship development
- Document Management
- Microsoft Office proficiency
- Customer Engagement
- Schedule Coordination
- Research proficiency
- Data Entry
- Microsoft Excel
Timeline
Lead Account Specialist
Discover Bank
05.2022 - Current
Member Relationship Specialist
First American Credit Union
09.2020 - 05.2022
Ticket Writer / Book Keeper
Blue Beacon
08.2017 - 09.2020
Vista Grande High School