JONIELLE JACKSON-WILLIAMS
Buffalo,N.Y.
Summary
Self-motivated intelligent professional offering excellent interpersonal skills, ability to interact and build relationships with twenty five years of progressive experience within banking. Service-minded motivational leadership style, professional demeanor, analytical, detail-oriented
Overview
33
33
years of professional experience
Work History
Commercial Servicing Manager
HSBC Bank USA NA
Buffalo, NY
09.2016 - 08.2020
- Built relationships and supported 40+ commercial customers to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base
- Demonstrated products to show potential customers benefits and advantages and encourage purchases
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives
Department Operations Officer
HSBC Bank USA NA
Buffalo, New York
01.2007 - 09.2016
- Promoted to leadership, technical and supervisory support role associated with ACH implementations and daily processing
- Performed monitoring of offshore support effectiveness of new and existing processes to ensure processing is efficient and productivity is maximized.
- Served as call quality monitor to assure staff was properly servicing customers
- Responded to customer requests for products, services and company information
- Provided primary customer support to internal and external customers
Senior Operations Specialist - Team Leader
HSBC Bank USA NA
Buffalo, New York
01.2004 - 01.2007
- Promoted to Team Lead, supported Business Implementation team members and Sales Team requests ensuring appropriate documentation has been provided for request execution
- Ensured products and services sold are in accordance with HSBC Cash Management protocol, Management Product lines and system capabilities
- Worked to research any issues or inquiries arising from product implementation and was looked to for efficient escalations/resolutions
- Oversaw staff development and Cash Management product training for new and existing staff
- Verified work completed by staff for accuracy, completeness and rendered within Service Level Agreements (SLA's)
- Provided project management support to senior management for migration project along with other ad-hoc project requests
- Trained and guided team members to maintain high productivity and performance metrics
Electronic Banking Service Specialist, Senior Electronic Banking Service Specialist, Commercial Servicing Representative
HSBC Bank USA NA
Buffalo, New York
01.1998 - 01.2004
- Serviced external and internal customer inquiries and requests regarding various Commercial Cash Management Products
- Managed responsibility of training new and less experienced Customer Service Representatives
Touch Tone Tax Specialist
HSBC Bank USA NA
Buffalo, New York
01.1997 - 01.1998
- Developed and implemented new Commercial Service enabling customers to make electronic tax payments
- Administered training sessions to educate Customer Service Representatives on "how to" type questions
Credit Card Customer Service Representative
HSBC Bank USA NA
Buffalo, New York
09.1995 - 01.1997
- Handled high volume of customer inquiries and requests by phone and mail involving Revolving Credit Type accounts
- Worked with customers to answer questions, resolve disputes and research discrepancies
- Received inbound customer calls related to credit and accounts receivable
- Fielded sixteen+ incoming customer calls per hour to deliver high-quality solutions
Management Assistant
Rite-Aid
Buffalo, New York
01.1992 - 08.1995
- Performed in management type capacity performing duties such as, but not limited to, store opening and closing and all relevant duties
- Provided clerical and administrative support to store manager including product ordering and bookkeeping
- Supervised small crew and ensured proper procedures were adhered to
Assistant Manager
McDonald's/Rice Enterprises
Buffalo, New York
05.1988 - 08.1992
- Managed dozens of employees ensuring that core goals of Quality, Service & Cleanliness (QSC) were maintained
- Performed store opening at least three times weekly, which entailed but was not limited to prepping equipment, food and registers for each day's use
- Accountable for administrative type tasks such as preparing staff schedule and banking/account reconciliation type matters
Education
Bachelor of Business Administration - Business Management
American InterContinental University
Schaumburg, IL09.2005
Skills
- Excellent interpersonal skills, customer service, problem-solving, processes
- Supervisory, teamwork, team player, time management
- Proactive and focused
- Training and mentoring
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Commercial Servicing Manager
HSBC Bank USA NA
09.2016 - 08.2020
Department Operations Officer
HSBC Bank USA NA
01.2007 - 09.2016
Senior Operations Specialist - Team Leader
HSBC Bank USA NA
01.2004 - 01.2007
Electronic Banking Service Specialist, Senior Electronic Banking Service Specialist, Commercial Servicing Representative
HSBC Bank USA NA
01.1998 - 01.2004
Touch Tone Tax Specialist
HSBC Bank USA NA
01.1997 - 01.1998
Credit Card Customer Service Representative
HSBC Bank USA NA
09.1995 - 01.1997
Management Assistant
Rite-Aid
01.1992 - 08.1995
Assistant Manager
McDonald's/Rice Enterprises
05.1988 - 08.1992
Bachelor of Business Administration - Business Management
American InterContinental University
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