Madeline Buchman
Pearland,TX
Summary
Dedicated and people-focused professional with over 10 years of customer service experience and a strong background in communication, problem-solving and relationship building. Experienced in managing completed priorities, supporting team members, and creating positive experiences for customers and colleagues.
Overview
8
8
years of professional experience
Work History
Account Specialist 4
Chase Bank
Houston, Texas
10.2025 - Current
- Build customer rapport to address problems quickly while following support processes and procedures.
- Resolve banking concerns in a timely manner through phone, email, and letter communication.
- Support escalated cases and investigate account discrepancies by working with internal teams and connected clients with company departments to keep service delivery aligned.
- Review and update account records to maintain accuracy and legal compliance.
- Monitored account performance, identified issues, and took corrective action.
Account Specialist 1 and 3
Chase Bank
Houston, Texas
01.2024 - 10.2025
- Managed account inquiries using Chase Bank service system and processed account maintenance requests for checking, savings and credit card customers.
- Resolved billing, card, and transaction issues through phone support and processed payments for customers, including credit card transactions, checks, wire transfers, and ACH payments.
- Verified customer identities before updating sensitive account information and review account records for accuracy and policy compliance.
- Established customer rapport to quickly mitigate problems while complying with established support processes and procedures.
- Established accounts for new customers and educated new and current customers about Chase Bank products and services to account holders.
- Implemented customer feedback mechanisms, leading to an improvement in client satisfaction scores.
- Conducted training sessions for new Account Specialists on company policies and account management best practices.
Customer Service Representative
Atlantic Aviation
Houston, TX
02.2019 - 12.2023
- Provided excellent customer service to resolve customer complaints and inquiries in a timely manner with calm, clear communication and accurate information regarding services.
- Developed strong customer relationships to encourage repeat business by promoting high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong relationships with tenants by providing personalized assistance and support.
- Coordinated arrivals, departures, and flight crew requests using radio and phone and processed fuel orders, catering needs, and ground transportation arrangements for guests.
- Monitored ramp activity and supported safe, efficient airport operations by communicating with line service teams to coordinate aircraft handling and turnaround.
- Assisted in training new staff on Atlantic Aviation service standards and front desk procedures.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Gathered customer feedback through surveys and used the data to improve customer service.
Education
Bachelor of Arts - Digital Marketing
Johnson Wales Universtiy
09-2026
Skills
- Problem-solving
- Attention to detail
- Customer engagement
- Effective communication
- Relationship building
- Team leadership
- Multitasking
- Reliability
Timeline
Account Specialist 4
Chase Bank
10.2025 - Current
Account Specialist 1 and 3
Chase Bank
01.2024 - 10.2025
Customer Service Representative
Atlantic Aviation
02.2019 - 12.2023
Bachelor of Arts - Digital Marketing
Johnson Wales Universtiy