Kayenta Brown
DeSoto,TX
Summary
Adept at transforming challenges into solutions, I leveraged my problem-solving and active listening skills at JPMorgan Chase to enhance customer satisfaction and streamline complaint resolution processes. My keen attention to detail and strong interpersonal abilities have consistently improved service delivery, achieving a notable increase in client retention rates.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Probation Officer
Dallas County
Dallas, USA
03.2024 - 09.2024
- Counseled clients and provided guidance on compliance requirements
- Created violation reports and maintained accurate case records
- Completed monthly reports and ensured timely submission
- Responded to client emails and calls, addressing concerns efficiently
- Ensured all court documents were properly filed and maintained
- Conducted client assessments to determine appropriate supervision levels
- Collaborated with service providers to connect clients with necessary resources
- Processed referrals for rehabilitation, employment, and counseling services
- Acted as a liaison between court officers, law enforcement agencies, and other stakeholders
- Administered urinalysis to monitor compliance with court-ordered requirements
Customer Service Manager (Complaint Resolution)
Serenity Minds
DeSoto, USA
01.2013 - 03.2024
- Managed customer service operations, handling inbound and outbound inquiries via phone and chat
- Identified customer needs and provided tailored solutions to enhance satisfaction
- Educated customers on order status, refunds, and billing transactions
- Supervised employees, conducted performance evaluations, and implemented training programs
- Analyzed recurring operational issues and developed strategies for process improvements
- Resolved customer complaints, ensuring high levels of satisfaction and loyalty
- Took ownership of customer issues, following through until resolution
- Actively listened to customers and escalated major concerns to senior management when necessary
Customer Care Research Specialist
JPMorgan Chase
Coppell, USA
01.2013 - 11.2013
- Researched and resolved escalated mortgage-related issues from senior management, regulatory agencies, and the Legal Department
- Reviewed loan servicing files and supporting documents to validate or refute claims
- Collaborated with internal departments to coordinate issue resolution and documentation
- Maintained working knowledge of relevant processes to facilitate efficient research and resolutions
- Obtained necessary approvals from all parties involved in dispute resolution
- Communicated and negotiated responses with customers while adhering to compliance guidelines
- Drafted responses in accordance with Chase's business letter writing standards and RESPA regulations
- Conducted follow-ups with customers to confirm resolution satisfaction
Escalation Manager
JPMorgan Chase
Arlington, USA
01.2011 - 01.2013
- Managed team workload to ensure timely customer service for internal and external clients
- Provided loss mitigation solutions tailored to individual financial hardship and loan criteria to prevent foreclosure
- Monitored accounts for compliance and ensured the resolution of escalated concerns
- Educated customers on approval and denial decisions, ensuring transparency in the process
- Expedited review procedures by maintaining clear communication with borrowers
- Built and maintained strong relationships with key internal departments
- Documented customer interactions for training, quality assurance, and reference purposes
- Resolved customer complaints efficiently, reinforcing confidence in company services
- Suggested alternative solutions to improve customer experiences and satisfaction
Education
Bachelor of Science - Criminal Justice
University of North Texas
Denton, TXAssociate of Science -
Cedar Valley College
Lancaster, TXSkills
- Strong Attention to Detail
- Active Listening and Communication
- Interpersonal and Relationship-Building Skills
- Time Management and Organization
- Effective Problem Solving
- Complaint Resolution and Conflict Management
- Research and Due Diligence
Affiliations
- Alpha Chi National College Honor Society
- Golden Key International Honor Society
Certification
- Chemical Dependency and Substance Abuse Counseling
Timeline
Probation Officer
Dallas County
03.2024 - 09.2024
Customer Service Manager (Complaint Resolution)
Serenity Minds
01.2013 - 03.2024
Customer Care Research Specialist
JPMorgan Chase
01.2013 - 11.2013
Escalation Manager
JPMorgan Chase
01.2011 - 01.2013
Bachelor of Science - Criminal Justice
University of North Texas
Associate of Science -
Cedar Valley College
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