Jessica Whiteley

• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled customer inquiries and suggestions courteously and professionally.

Interact and serve around 100-150 customers a day, whether in the drive through or on register.

• Enhanced customer satisfaction by providing efficient enrollment services and addressing concerns promptly.
• Assisted clients in selecting appropriate health plans based on their needs, preferences, and budget constraints.
• Maintained accurate records of all client interactions, transactions, comments, and complaints for future reference.
• Reduced wait times by implementing an effective appointment scheduling system and prioritizing urgent cases.
• Demonstrated excellent customer service skills by actively listening to client needs and providing tailored solutions in a timely manner.
• Conducted thorough research to stay informed about new healthcare plans and options available to clients.
• Researched and identified potential new markets.
• Monitored customer feedback and identified areas of improvement.

Managed approximately 25-35 calls a day, and 10-20 emails a day

• Improved customer satisfaction by providing efficient and accurate transaction processing.
• Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
• Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
• Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
• Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
• Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
• Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
• Monitored and reported suspicious activity in line with bank security policies.
• Trained new hires on customer service policies and procedures.

Handled anywhere from 100-200 clients a day, whether in the drive through or at the teller line.