Justine Brooks
Summary
Proven leader with over 10 years of supervisory experience, adept in regulatory compliance and team collaboration. Excelled in enhancing customer satisfaction and operational efficiencies through effective problem resolution and staff training. Skilled in Microsoft Office and fostering strong customer relations, consistently achieving significant improvements in customer experience.
Overview
11
11
years of professional experience
Work History
Customer Experience Specialist
U.S. Bank
04.2023 - Current
- Utilized telephone, online chat,and email to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternative options.
- Built rapport with customers by consistently delivering excellent service.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
Supervisor
American Express, AMEX
10.2021 - 04.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, to meet customers needs.
- Delivered a quick resolution to the customers through multi-channels partnerships.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Execute extensive domestic and international travel arrangements.
- Communicate new and existing product offerings relevant to the customer.
- Monitored workflow to improve employee time management and increase productivity.
- Maintained compliance with company policies, objectives, and communication goals.
Supervisor
JPMorgan Chase
04.2016 - 10.2021
- Resolved escalations from the Customer Support and Post Charge Off unit teams.
- Proactively identified opportunities to increase efficiencies to provide one call resolutions.
- Maintained weekly mailed correspondence and provided resolutions in a timely manner.
- Created and implemented unique payment plans to meet client and bank needs.
- Trained new team members on process flow to create resiliency amongst the team.
- Managed business forgiveness loans and provided resolutions on reapplications.
- Facilitated weekly performance review meetings with individuals to ensure accuracy throughout the
team and provide support where needed.
Client Onboarding Specialist
JPMorgan Chase
02.2013 - 04.2016
- Managed implementation of Commercial Banking products for both new and existing clients
- Coordinated with internal department personnel to resolve issues and client escalations efficiently.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Constructed motivational contests for improved team performance to bridge gaps in processes.
- Listened and responded to customer requests and forwarded necessary information to superiors.
Education
No Degree - Business Administration-Certificate
Penn Foster
Remote12.2024
Skills
- Teamwork and Collaboration
- Regulatory Compliance
- De-Escalation Techniques
- Problem Resolution
- Computer Skills
- Customer Relations
- Product Knowledge
- Microsoft Office
- Account Management
- Staff education and training
- Supervising Experience(10 years)
Accomplishments
- Supervised team of 9 staff members.
- Coached peers on areas of improvement to achieve better results.
- Worked closely with department managers and operational managers on multiple topics.
- Strategic thinking
- Presentation training
June 2024-Graduated the SALI program (Service Advisor Leadership Initiative). SALI is a program designated to help develop talented people that are interested in leadership roles. The program provides training for professional leadership skills-networking-team management-time management-multitasking. The program also provides time with inspirational leaders and an opportunity to showcase your strengths and propel you to your fullest potential to be successful.
Timeline
Customer Experience Specialist
U.S. Bank
04.2023 - Current
Supervisor
American Express, AMEX
10.2021 - 04.2023
Supervisor
JPMorgan Chase
04.2016 - 10.2021
Client Onboarding Specialist
JPMorgan Chase
02.2013 - 04.2016
No Degree - Business Administration-Certificate
Penn Foster