Jordan Escamilla

As a Primary Customer Support Representative, I provided comprehensive support to both internal and external customers, ensuring high levels of satisfaction. I documented customer conversations in multiple databases, responded to product and service requests via phone and email, and processed premium payments efficiently. Staying current with policy and process changes, I collaborated across departments to ensure customers received all necessary account information. I managed high-volume inbound calls and emails, resolving inquiries and complaints promptly, and utilized CRM software to track interactions and maintain accurate records. My role involved working with cross-functional teams to address customer issues and enhance overall service levels.

As a Bank Teller Supervisor, I balanced the bank vault daily for cash withdrawals and deposits, managed derogatory and overdrawn accounts, and completed monthly audits and overdraft reports. I performed currency transaction reports for foreign currency and provided ongoing feedback to tellers to improve their performance. I assisted tellers with daily activities, including check approval, error resolution, and member inquiries. I also helped customers with account inquiries and financial transactions, identified opportunities to cross-sell bank products, and trained new tellers on banking procedures and customer service best practices. I ensured accuracy in cash drawer balancing and managed cash transactions, delivering excellent customer service in a fast-paced retail environment.