Summary
Overview
Work History
Education
Skills
Timeline
Generic

Khadijah Jones

Chicago,IL

Summary

Compassionate and service-driven professional with over 10 years of experience in customer service, administrative support, and team leadership. Adept at building relationships, coordinating care, and assisting individuals in need through strong communication and problem-solving skills. Passionate about providing person-centered support, advocating for clients, and ensuring access to resources in a mental health and social services setting

Overview

13
13
years of professional experience

Work History

Customer Experience Team Lead

U.S. Bank
03.2023 - Current

• Support diverse client needs by delivering personalized solutions and ensuring a seamless customer experience.

• Effectively resolve complex client concerns, coordinating across departments to provide appropriate resolutions.

• Train and mentor team members, fostering a customer-first mindset and improving service delivery.

• Monitor performance metrics and implement strategies to enhance customer engagement.

• Maintain accurate records and client interactions, ensuring compliance with service standards.

Customer Service Representative

BMO HARRIS BANK
02.2021 - 12.2023

• Provided frontline support to diverse customers, guiding them through financial services and digital banking solutions.

• Addressed customer concerns with empathy, ensuring positive engagement and issue resolution.

• Educated clients on financial planning resources and fraud prevention measures.

• Maintained regulatory compliance while handling sensitive financial data.

Assistant Support Associate

Panera Bread
01.2019 - 11.2022

• Managed daily operations, ensuring a welcoming and efficient environment for customers.

• Trained and supervised staff, delegating tasks to enhance workflow and team productivity.

• Maintained customer satisfaction by addressing concerns and ensuring order accuracy.

Custodial Specialist

Crete Monee High School
02.2021 - 09.2022
  • Enhanced cleanliness and safety by implementing efficient custodial practices in various facilities.
  • Assisted in training new custodial staff members, ensuring adherence to established policies and procedures.
  • Implemented waste management strategies, leading to reduced environmental impact and cost savings.
  • Assisted in organizing special events or projects requiring additional custodial support on short notice.

Administrative Assistant

Northern Illinois University
01.2017 - 07.2018

• Coordinated scheduling, maintained records, and provided administrative support to faculty and staff.

• Assisted with budget planning and report preparation.

• Communicated with students and external partners, ensuring efficient program operations.

Administrative Coordinator

Prairie State College
08.2013 - 12.2016
  • Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
  • Facilitated smooth day-to-day operations by anticipating needs, proactively addressing potential issues, and efficiently resolving problems as they arose.
  • Maintained a well-organized filing system to ensure easy access to important records and documents.
  • Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.

Cashier

McDonald's
06.2012 - 07.2013
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.

Education

Bachelor of Science - Governmental Studies

Northern Illinois University
Dekalb, IL
05.2019

Skills

    Client advocacy & care coordination

    Case documentation & data entry

    Strong interpersonal & communication skills

    Problem-solving & conflict resolution

    Multitasking & time management

    Proficient in Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint)

    Team collaboration & leadership

    Community outreach & support services

Timeline

Customer Experience Team Lead

U.S. Bank
03.2023 - Current

Customer Service Representative

BMO HARRIS BANK
02.2021 - 12.2023

Custodial Specialist

Crete Monee High School
02.2021 - 09.2022

Assistant Support Associate

Panera Bread
01.2019 - 11.2022

Administrative Assistant

Northern Illinois University
01.2017 - 07.2018

Administrative Coordinator

Prairie State College
08.2013 - 12.2016

Cashier

McDonald's
06.2012 - 07.2013

Bachelor of Science - Governmental Studies

Northern Illinois University
Khadijah Jones