Kijera Williams
Tempe,AZ
Summary
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
8
8
years of professional experience
Work History
Account Escalation Specialist III
JPMorgan Chase – Merchant Service/AMS
01.2022 - Current
- Analysis of transaction data in order to validate the legitimacy of the incoming request: Locate uncaptured transaction, reverse or correct existing transaction processed through terminal and/or resubmission of rejected transactions.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Assisted clients in resolving issues related to their transactions, providing exceptional customer service and maintaining good client relations.
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
Account Specialist I
JPMorgan Chase – Merchant Services Disputes
10.2017 - 01.2022
- Research and decision credit chargeback cases daily to ensure payment brand rules and regulations are being followed
- Analyzed, researched and resolved payment claims within required timeframes while adhering to department processes, procedures and goal expectations for case investigations.
- Managed high-volume calls while maintaining professionalism, empathy, and patience under pressure.
Credit Card Specialist I
JPMorgan Chase – Card Services
05.2016 - 10.2017
- Received inbound customer calls related to credit and accounts receivable.
- Assisted in training new hires, sharing best practices and helping them quickly acclimate to their new roles as Credit Card Customer Service Representatives.
- Educated customers on credit card benefits, driving increased utilization of rewards programs and value-added services.
- Consistently met or exceeded performance metrics for call quality, resolution time, and customer satisfaction ratings.
Skills
- Attention to Detail
- Problem-Solving
- Customer service excellence
- Adaptability and Flexibility
- Policies and Procedures Adherence
- Data Management
- Staff education and training
- Data Research and Validation
Timeline
Account Escalation Specialist III
JPMorgan Chase – Merchant Service/AMS
01.2022 - Current
Account Specialist I
JPMorgan Chase – Merchant Services Disputes
10.2017 - 01.2022
Credit Card Specialist I
JPMorgan Chase – Card Services
05.2016 - 10.2017
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