Jory Mickens
Pensacola,FL
Summary
Professional service professional with focus on member satisfaction and seamless service delivery. Experience in addressing member needs and ensuring positive interaction experience. Known for strong collaboration skills and adaptability to changing requirements. Reliable in supporting team efforts and maintaining high service standards.
Experienced with handling member inquiries and delivering comprehensive support. Utilizes excellent communication and problem-solving skills to resolve issues efficiently. Knowledge of fostering positive member relationships and enhancing service satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Member Service Representative
Navy Federal Credit Union
04.2022 - Current
- Answer inbound calls and assist members with general account questions through various channels including phone, chat, email, etc
- Assist members with service needs related to their accounts
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- 2024 Cobb Award winner for Account Services with NFCU
Correctional Officer
Escambia County Jail
09.2019 - 03.2022
- Supervise inmates in housing units and those segregated for administrative or punitive measures
- Supervise the issuance of clothing and other personal effects on inmates
- Make periodic patrols of quarters and work areas, initiate counts of inmates at regular and irregular intervals
- Maintain control and discipline including the use of physical restraint and restraining devices
- Instruct inmates and maintain control in areas such as the inmate food service area, and auditorium, etc
- Observe for signs of disorder or tension and report such observations to a higher authority
Correctional Officer
Santa Rosa Correctional Institution
05.2018 - 09.2019
- Supervise inmates in housing units and those segregated for administrative or punitive measures
- Supervise the issuance of clothing and other personal effects on inmates
- Make periodic patrols of quarters and work areas, initiate counts of inmates at regular and irregular intervals
- Maintain control and discipline including the use of physical restraint and restraining devices
- Instruct inmates and maintain control in areas such as the inmate food service area, and auditorium, etc
- Observe for signs of disorder or tension and report such observations to a higher authority
CNA - Certified Nursing Assistant
Select Specialty Hospital
10.2016 - 04.2018
- Responsibilities Included provide healthcare for the residents, help with ADL's, take vital signs and help those in need with feeding
- Accomplishments: I brought good leadership and I was a willing helper
- Skills: Learned how to take blood pressures with manual cuffs and How to help patients walk with balance
Certified Nursing Assistant
University Hills
05.2013 - 10.2016
- Responsibilities: Included provide healthcare for the residents, help with ADL's, take vital signs and help those in need with feeding
- Accomplishments: I brought good leadership and I was a willing helper
- Skills: Learned how to take blood pressures with manual cuffs and How to help patients walk with balance
Certified Nursing Assistant
Baptist manor
08.2010 - 04.2013
- Responsibilities Included provide healthcare for the residents, help with ADL's, take vital signs and help those in need with feeding
- Accomplishments: I brought good leadership and I was a willing helper
- Skills: Learned how to take blood pressures with manual cuffs and How to help patients walk with balance
Certified Nursing Assistant
Heritage Manor
09.2008 - 03.2010
- Responsibilities Included provide healthcare for the residents, help with ADL's, take vital signs and help those in need with feeding
- Accomplishments: I brought good leadership and I was a willing helper
- Skills: Learned how to take blood pressures with manual cuffs and How to help patients walk with balance
Education
Diploma -
Northwestern Academy
Flint, MI01.2006
Skills
- CNA
- Power Tools
- Law Enforcement
- Security
- Forklift
- Computer Skills
- Vital Signs
- Surveillance
- Conflict Management
- ADLs
- Acute care
- Recruiting
- Delivery driver experience
- Driving
- Box truck
- GPS
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Call center experience
- Transaction processing
- Account management
- Service recommendations
- Banking
Certification
- Certified Nursing Assistant (CNA), Indefinite
- CPR Certification, 03/01/22 to 03/01/24
- First Aid Certification, Indefinite
- BLS Certification, Indefinite
Additional Information
Being in Corrections for 4 years and over 12 years of CNA experience I feel I have enough experience in customer service or how to work with other people.
2024 Cobb Award Acct services
Reward for Best performing team in the Navy federal Acct Services department, highlights members satisfaction, customer service skills such as, Call Control, Quick Callbacks, Adherence, Post Call surveys, and highlights team participation such as Volunteering in the community, and overtime
Timeline
Member Service Representative
Navy Federal Credit Union
04.2022 - Current
Correctional Officer
Escambia County Jail
09.2019 - 03.2022
Correctional Officer
Santa Rosa Correctional Institution
05.2018 - 09.2019
CNA - Certified Nursing Assistant
Select Specialty Hospital
10.2016 - 04.2018
Certified Nursing Assistant
University Hills
05.2013 - 10.2016
Certified Nursing Assistant
Baptist manor
08.2010 - 04.2013
Certified Nursing Assistant
Heritage Manor
09.2008 - 03.2010
Diploma -
Northwestern Academy