Jessica Santiago
AAA East Central
Emmaus,PA
7
years of professional experience
Customer-focused professional with 20 years of experience in customer service, delivering high-quality support and fostering strong client relationships. Resolves complex issues efficiently, enhancing customer satisfaction and maintaining a positive brand image. Excels in communication, problem-solving, and conflict resolution, committed to exceeding customer expectations in fast-paced environments.
Work History
Branch Specialist
3 Months- Advised members on AAA products, benefits, and service options to support informed decisions.
- Resolved member inquiries and delivered branch services across memberships, travel, insurance, and roadside assistance.
- Processed payments, renewals, and transactions accurately while maintaining secure cash-handling procedures.
- Coordinated branch workflows, ensuring timely completion of daily administrative and customer service tasks.
Campaign Manager
7 Months- Directed all aspects of a successful primary campaign with a focus on winning the nomination, from strategy development through election day execution.
- Achieved victory in primary election by implementing effective campaign strategies.
- Managed campaign finances, prioritized spending, and tracked expenses to maximize voter outreach within budget constraints.
- Secured high-impact outdoor advertising by negotiating and coordinating candidate billboard placements to enhance campaign visibility.
- Organized and led petition signature drive, setting targets and assigning territories to successfully qualify the candidate for ballot within statutory deadlines.
- Planned and executed localized signage program across Allentown, overseeing site selection, permitting, installation and maintenance to ensure high visibility coverage.
- Initiated and maintained press relations, securing local newspaper coverage that amplified campaign message and increased candidate exposure.
Member Relations Associate
3 Years- Educated members on credit union products and services to enhance engagement.
- Educated members on credit union products and services, increasing member engagement and awareness.
- Resolved member inquiries and processed transactions efficiently.
- Conducted follow-up calls to assess satisfaction levels and address any unresolved issues after service interactions.
- Collaborated with team members to elevate overall member service experiences.
- Supported sales team by facilitating effective member communication, contributing to overall growth initiatives.
- Assisted clients with loan applications and documentation requirements.
- Advised customers on the various types of loans available that best meet their individual needs.
- Prepared and submitted loan documents to relevant parties for review and approval.
Teller
2 Years 4 Months- Processed customer transactions with accuracy and efficiency, including deposits and withdrawals.
- Assisted customers with account inquiries and service requests, enhancing satisfaction through effective problem resolution.
- Maintained cash drawer integrity through daily balancing and regular audits.
- Resolved customer issues promptly, maintaining professionalism and strengthening customer relationships.
- Educated customers on banking products and services, facilitating informed financial decisions.
- Identified fraudulent activities, reporting concerns immediately to management for action.
- Followed security protocols to safeguard sensitive customer information.
- Updated knowledge of banking policies and regulations to ensure compliance and operational excellence.
Skills
Customer service
Issue resolution
Multi-channel communication
Transaction processing
Record management
Team collaboration
Positive attitude and customer-focused mindset
Timeline
Branch Specialist
AAA East Central
07.2026 - CurrentRead More
Campaign Manager
Denzel Morris
04.2025 - 11.2025Read More
Member Relations Associate
People First Federal Credit Union
04.2022 - 04.2025Read More
Teller
Wells Fargo
09.2019 - 01.2022Read More