Summary
Overview
Work History
Education
Skills
Mixed Media Art
Timeline
Hi, I’m

JOCELYN WHITCOMB

West Hills,CA
JOCELYN WHITCOMB

Summary

PROFESSIONALSUMMARY Experienced customer service leader with over five years of customer support, claims, billing and account support, data entry, service level agreements, auditing, support tickets, escalations, and resolutions. Promoted within 12 months for reliability, active listening, and providing nurturing support to customers. Prepared to join a team that cultivates a growth- minded environment that reflects kindness and respect for one another.

Overview

31
years of professional experience

Work History

United States Postal Service

Mail Handler/ Equipment Operator
05.2006 - Current

Job overview

  • Managed incoming/outgoing mail from across 50 states for overnight processing
  • Produced meticulous safety reports to management, outlining incidents, utilized data-driven analysis to recommend solutions, resulting in 15% decrease in overall hazards
  • Trained and mentored average of 10 trainees and current team members per quarter, fostering cross- functional collaboration and enhancing skill sets; resulted in 40% increase in project delivery efficiency
  • Streamlined delivery operations through meticulous planning and execution, resulting in 15% increase in on- time deliveries
  • Guaranteed compliance with company policies and procedures by maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies
  • Demonstrated adaptability by quickly mastering new software tools and integrating into daily operations, resulting in 30% increase in team efficiency
  • Implemented and enforced comprehensive safety protocols in alignment with OSHA standards
  • Created zero workplace accidents and maintained pristine hazard-free work environment
  • Achieved 100% compliance with safety regulations
  • Lead team building initiatives to enhance work environment and create community and respect among coworkers.
  • Used forklifts, hand trucks, scissor lifts, and other equipment to move materials around work sites and organized according to need.
  • Operated range of heavy equipment on regular basis with advanced skill.

Washington Mutual Bank

Customer Support Representative/Fraud Activity Associate
01.2000 - 05.2006

Job overview

  • Orchestrated cross-functional collaboration and introduced creative solutions, fostering positive work culture that boosted employee morale and productivity levels
  • Evaluated, analyzed, and confidentially managed customer information across platforms; streamlined data entry processes, reducing errors by 20% and improving customer response time by 30%
  • Maintained superior customer service and support by addressing customer inquiries through incoming client calls, emails, chat, and provided detailed notes in database after every interaction
  • Resolved issues with client product problems, billing and service questions; achieved customer satisfaction rating of 95% through effective communication and problem-solving skills
  • Lead QWL of 13-15 employees who volunteer to meet periodically, usually once week for hour or so, to identify and solve productivity problems. Make recommendations for change, but decisions about implementation of their proposals are reserved for management. Teamwork and respect among members, serves to enhance employee productivity and job satisfaction.
  • Certified as OJI and trained 20+ new hires and transitioning team members across 4 business units; facilitated cross-functional collaboration, mentored team members, and enhanced overall performance through shared expertise
  • Accelerated client call response time for account recovery by 40% through implementation of streamlined fraud investigation, resulting in promotion to Fraud Investigation Associate.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery

Education

Canoga Park High School, Pierce Community College
Canoga Park, CA

High School Diploma
06.1994

Skills

  • CRM – Contact Centers – Customer Support
  • High Levels of Productivity - Phone Etiquette
  • G Suite – Zendesk – Flexible Schedule
  • Data Entry – Brand Knowledge & Loyalty
  • Teamwork – Technical Support – Time Management
  • Creative Problem-Solving

Mixed Media Art

There is no limit to what you can create, finding inspiration everywhere, and the ability to see objects and tools in a new light. It is all about exploring, discovering, and encourages risk-taking. Reduces stress, increases good emotions, and feeling of accomplishment. Different combinations lead to different results, no right or wrong- only beauty.

Timeline

Mail Handler/ Equipment Operator

United States Postal Service
05.2006 - Current

Customer Support Representative/Fraud Activity Associate

Washington Mutual Bank
01.2000 - 05.2006

Canoga Park High School, Pierce Community College

High School Diploma

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JOCELYN WHITCOMB