LEXUS LEMON
Jacksonville
Summary
Compassionate customer service professional skilled in resolving client inquiries across multiple channels. Known for building trust and positive relationships through effective communication and attention to detail. Proven reliability in fast-paced environments, ensuring timely and accurate account management.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Bank of America
Jacksonville
09.2024 - 01.2026
- Handled client inquiries via phone, chat, or email, ensuring timely and effective resolutions for customers, branch offices, banking centers, and internal associates.
- Communicate effectively with empathy and professionalism, building trust and positive client relationships.
- Provide account maintenance and complete client requests in a timely, accurate manner.
- Migrate clients to online/self-service channels to improve account access and convenience.
- Authenticated clients and identified potential risks, escalating issues to appropriate teams to mitigate risk.
- Comply with industry regulations, financial controls, and internal compliance standards.
- Managed multiple systems, applications, and tools, ensuring accuracy and efficiency in task execution.
Customer Solutions Specialist
Ally Financial
Jacksonville
05.2023 - 03.2024
- Outbound & inbound calls to assist customers with auto loan accounts, especially those with late or missed payments
- Collaborated with clients to understand reasons for delinquency and financial situations, securing commitments for past due payments
- Provided suitable alternatives and explained consequences of delinquency to customers, facilitating resolution of delinquency
- Document all accounts accurately and clearly, noting reasons for hardship and potential repossession loss.
- Achieved performance metrics for call volume, delinquency resolution, and customer satisfaction
Customer Service Expert
Select Portfolio
Jacksonville
07.2021 - 10.2022
- Handled customer calls efficiently, ensuring high-quality service and customer satisfaction
- Identify customers' needs through in-depth probing. Solve problems using swift, sound judgments based on the facts of each situation
- Executed transactions promptly, addressing billing inquiries and account changes accurately
- Resolved account delinquency by collecting past due payments
- Discussed loss mitigation options with customers to aid decision-making.
- Managed daily workflow to meet prescribed timelines and quality metrics for loan population
Customer Expert
Freedom Mortgage
Jacksonville
03.2019 - 01.2020
- Providing information and knowledgeable assistance by pulling up loan information and providing customers with the information they need quickly and accurately
- Answered inbound and made outbound calls, responded to customer requests within set time frames, and delivered exceptional service to every customer.
- Working as part of a team to explain policies and procedures to customers and find a solution to their inquiries in a seamless and positive way
- Built positive relationships with customers, ensuring they felt secure and well-looked-after.
- Adhered to schedules and multitasked while providing timely verbal and written responses to customers.
Education
High School Diploma - Nursing (Upper secondary education)
Robet E Lee High School
Jacksonville, FL06-2016
Skills
- Client support and service
- Engagement strategies
- Telephonic communication
- Dispute resolution
- Transaction processing
- Lead acquisition
- Administrative expertise
- Microsoft Office applications
- Computer literacy
- ERP management systems
- Database oversight
- Windows operating system knowledge
- Multitasking capabilities
- Time efficiency skills
- Organizational abilities
- Detail orientation
- Typing accuracy
- Compliance with instructions
- Communication effectiveness
- Interpersonal relations
Certification
- BLS Certification
- CNA
- Driver's License
Timeline
Customer Service Representative
Bank of America
09.2024 - 01.2026
Customer Solutions Specialist
Ally Financial
05.2023 - 03.2024
Customer Service Expert
Select Portfolio
07.2021 - 10.2022
Customer Expert
Freedom Mortgage
03.2019 - 01.2020
High School Diploma - Nursing (Upper secondary education)
Robet E Lee High School