Jolene Clark Cook
Detroit,MI
Summary
To secure a position that will utilize my acquired experience, in a challenging career opportunity with potential for growth and/or movement within the organization.
Overview
36
36
years of professional experience
Work History
Customer Service Agent/Carnival Cruise Line
J&Jay LLC
Detroit, MI
01.2014 - Current
- Provided assistance to guests for cruise registration, guiding them to complete all necessary paperwork for their travel
- Documentation Assistance: Providing guests with the required documentation for their travel, ensuring compliance with travel regulations and procedures
- Provided exceptional customer service to carnival.com callers by managing incoming calls, addressing inquiries, and offering assistance
- Product and Procedure Knowledge: Staying up-to-date on the latest products, promotions, and procedures related to Carnival Cruise Line, providing accurate information to guests
- Customer Education and Training: Coaching, training, and educating customers on how to use membership benefits and navigate the Carnival Cruise Line website effectively
- Efficient Call Handling: Handling incoming service and sales calls efficiently, ensuring prompt resolution of inquiries and providing excellent customer service
- Schedule Adherence and Performance Standards: Maintaining excellent schedule adherence practices and consistently meeting or exceeding performance standards set by the company
- Professional Communication: Demonstrating a pleasant and professional telephone manner when interacting with guests, ensuring a positive customer experience
- Continuous Learning: Staying current on products, promotions, and procedures to better serve guests and provide accurate information.
Senior Assistant Branch Manager
Chase Bank/Bank One/NBD Bank
Detroit, MI
01.2002 - 01.2012
- Managed confidential personal and business information with discretion and integrity, ensuring compliance with privacy regulations.
- Provided guidance and clarification to staff by serving as an information resource for organizational policies, procedures, and processes
- Managed and maintained staff discipline by performing performance evaluations and implementing corrective measures such as terminations when required.
- Oversaw the maintenance of documents, records, and financial data forms to guarantee their accuracy, completeness, and adherence to organizational standards.
- Organized and led weekly staff meetings to ensure effective communication, problem-solving discussions, and a strong sense of unity among team members.
- Office Supplies Management: Monitored and purchased office supplies, ensuring adequate stock levels and cost-effectiveness
- Staff Scheduling: Created monthly staff schedules, taking into account operational requirements and staff availability
- Auditing: Completed monthly and/or quarterly audits, depending on the entity or individual being audited, to ensure compliance with policies, procedures, and regulatory requirements
- Recruitment and Training: Interviewed and hired job applicants, as well as monitored all training activities to ensure staff competence and compliance with job requirements
- Cash Handling Oversight: Audited and monitored all incoming and outgoing cash shipments to maintain accurate financial records and prevent discrepancies
- Utilized MS Word proficiently for creating, revising, and communicating crucial documents and files as part of job responsibilities.
Customer Service Representative
Chase Bank
Detroit, MI
01.1995 - 01.2002
- Handling Confidential Information and Financial Transactions: Managed confidential personal and business information, as well as financial transactions, with discretion and accuracy, ensuring compliance with regulations and policies
- Information Resource: Acted as a knowledgeable resource on policies, procedures, and processes, providing guidance and assistance to colleagues and clients
- Document and Data Management: Oversaw the maintenance of documents, records, and other data forms, ensuring accuracy, organization, and accessibility
- Banking Operations: Opened new checking and savings accounts, as well as input and closed loan applications, adhering to bank procedures and regulations
- Sales Quota Management: Maintained sales quotas for new accounts, driving business growth and revenue generation
- Office Supplies Management: Monitored and procured office supplies, ensuring sufficient stock levels for smooth operations
- Microsoft Office Proficiency: Utilized the Microsoft Office suite, particularly MS Word, to create, edit, and share documents and files necessary for job tasks.
Teller
Chase Bank formerly NBD Bank
Detroit, MI
12.1987 - 01.1995
- Performed various routine banking transactions including deposits, withdrawals, payments, and coin orders.
- Successfully cross-sold additional bank products to existing customers, strengthening banking relationships and increasing revenue.
- Maintained cash drawer limits and followed security protocols to ensure accurate cash handling
- Balanced cash drawer daily within authorized limits.
Education
GED -
Ged
Detroit, MI06-1975
Skills
- Call Control
- Information Verification
- Customer Service
- Outstanding communication skills
- Problem Resolution
- Customer Relations
- Payment Processing
- Customer Complaint Resolution
- Information Security
- Product Knowledge
- Professional telephone demeanor
- Documentation
- Microsoft Office expertise
- Call Center Operations
Timeline
Customer Service Agent/Carnival Cruise Line
J&Jay LLC
01.2014 - Current
Senior Assistant Branch Manager
Chase Bank/Bank One/NBD Bank
01.2002 - 01.2012
Customer Service Representative
Chase Bank
01.1995 - 01.2002
Teller
Chase Bank formerly NBD Bank
12.1987 - 01.1995
GED -
Ged