Jessica Williams
Cambria Heights ,NY
Summary
Team lead with background in financial services and customer relations. Skilled at identifying client needs, delivering quality service, and maintaining operational efficiency within banking settings. Notable strengths include problem-solving, relationship building, and regulatory compliance. Previous roles demonstrate impactful leadership in improving customer satisfaction rates and branch performance.
Overview
13
13
years of professional experience
Work History
Senior Collective Coordinator
Capital One
New York, NY
01.2026 - Current
- Coordinated cross-functional teams to streamline project workflows and enhance communication.
- Developed and maintained comprehensive project documentation to ensure accuracy and consistency.
- Managed scheduling and logistics for team meetings, optimizing time and resource allocation.
- Assisted in analyzing data trends to inform project decisions and improve operational efficiency.
- Supervised daily branch operations, ensuring adherence to company policies and operational standards.
- Led team in achieving service excellence, fostering a customer-centric environment.
- Developed training materials to enhance staff performance and support skill development.
- Mentored junior staff, promoting professional growth and enhancing team collaboration.
- Assigned job roles and oversaw performance.
- Coordinated with other departments to ensure seamless communication and efficient workflow across the organization.
- Led team meetings to share updates, discuss performance metrics, and set goals for improvement.
BSR Assistant Manager
PenFed Credit Union
New York, New York
01.2020 - 11.2025
- Assisted customers with account inquiries and service requests.
- Processed transactions accurately using banking software systems.
- Educated clients about banking products and services available.
- Managed customer complaints and resolved issues promptly.
- Maintained compliance with bank policies and regulatory requirements.
- Supported training new staff on branch operations and procedures.
- Coordinated branch events to promote community engagement initiatives.
- Helped customers complete withdrawals, deposits and transfers as well as open new accounts and obtain balance information.
- Answered incoming calls from customers seeking assistance or advice.
- Processed new accounts including savings, checking and loans.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Processed loan applications and explained credit options to clients.
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Answered incoming calls regarding membership benefits and services.
- Oversaw daily operations, ensuring consistency and accuracy in service delivery standards.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
Employee Health Coordinator
Mount Sinai Health System
New York, NY
05.2016 - 12.2019
- Coordinated employee health programs and initiatives across diverse departments.
- Developed educational materials on wellness and safety for staff engagement.
- Managed health screenings and immunization clinics for employees regularly.
- Maintained accurate records of employee health data and compliance requirements.
- Monitored employee absences due to illness or injury and provided appropriate follow-up services when needed.
- Analyzed data from various sources to identify potential hazards in the workplace.
- Worked closely with Human Resources department to ensure compliance with applicable laws and regulations concerning workplace safety.
Lead Customer Service Representative
Radnet Management
New York, NY
11.2013 - 03.2016
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved concerns with products or services to help with retention and drive sales.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Trained staff on operating procedures and company services.
- Led customer service team to enhance service quality at Radnet Management.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Directed inbound calls in phone queues to improve call flow.
Education
Sanford–Brown
New York, NYSkills
- Banking software
- Compliance management
- Account opening
- Loan processing
- Community engagement
- Problem solving
- Team leadership
- Service upselling
- Administrative and office support
- Training development aptitude
- Inbound call management
- Policies and procedures adherence
- Staff management
- Training and mentoring
- Attention to detail
- Staff development
- Processes and procedures
Timeline
Senior Collective Coordinator
Capital One
01.2026 - Current
BSR Assistant Manager
PenFed Credit Union
01.2020 - 11.2025
Employee Health Coordinator
Mount Sinai Health System
05.2016 - 12.2019
Lead Customer Service Representative
Radnet Management
11.2013 - 03.2016
Sanford–Brown