Jonathan McCaskill

• Maintained productivity and quality standards at all times.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
• Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service.

• Managed high call volume while remaining focused on delivering excellent customer experiences.
• Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
• Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
• Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.

-Reviewed W8 forms of current Bank of America Customers to comply with IRS guidelines.

-Provided Customer Service by phone to assist Bank of America customers with completing W8 forms to comply with IRS guidelines.

• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Recorded account information to open new customer accounts.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Increased efficiency and team productivity by promoting operational best practices.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Assisted customers with navigation of Wells Fargo Online Website and Wells Fargo Mobile App.
• Assisted with general questions concerning the Cares Act Paycheck Protection Program loans.

• Established workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered constant flow of customer calls with minimal wait times.
• Recommended products to customers, thoroughly explaining details.

• Performed customer transactions for money orders, cashiers checks, deposits and withdrawals.
• Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
• Processed customer transactions promptly, minimizing wait times.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Executed wire transfers, stop payments and account transfers.