MAISHA RANDOLPH
Houston,TX
Summary
Customer service expert with over 12 years of experience in high-volume contact centers, including 5+ years in remote environments. Specializes in account verification, financial counseling, and compliance within regulated industries. Demonstrates proficiency in investigating account details, articulating complex financial information, and resolving customer concerns while consistently meeting productivity and quality metrics in virtual settings.
Overview
12
12
years of professional experience
Work History
Priority Banker
Regions Bank
04.2025 - Current
- Achieve contact center performance targets by identifying customer needs and recommending appropriate Financial solutions.
- Manage high volumes of inbound and outbound calls from top-tier clients, delivering tailored advice on products and services including loans and deposit accounts.
- Educate customers on Financial solutions, helping them understand product benefits and requirements.
- Take ownership of customer issues, ensuring prompt and satisfactory resolution.
- Refer complex Financial cases to internal experts while maintaining relationship continuity.
- Work independently in a remote setting with minimal supervision to meet service and quality standards.
Branch Complaint Escalation Group
JPMorgan Chase
03.2023 - 11.2024
- Managed escalated customer inquiries in a high-volume inbound contact center environment.
- Conducted detailed investigations into account activity to verify information and resolve disputes.
- Collaborated with multiple departments to gather and confirm customer data, similar to benefits investigations.
- Documented all interactions and findings in internal CRM systems for compliance and follow-up.
- Maintained productivity and quality targets while working remotely.
Wire Transfer Specialist
JPMorgan Chase
09.2018 - 03.2023
- Processed high-volume domestic, international, and foreign currency transactions with precision.
- VeriNied transaction authenticity via callbacks to prevent fraud and ensure compliance.
- Completed end-of-day balancing, ensuring error-free and compliant operations.
- Provided prompt support to banking centers, resolving transfer-related issues.
- Maintained detailed transaction documentation in accordance with federal regulations.
- Consistently met deadlines and accuracy targets in a remote work environment.
Private Client Account Specialist
JPMorgan Chase
07.2017 - 09.2018
- Assisted high-value private banking clients with Financial transactions, providing tailored advice and education on products and services.
- Conducted verification and quality control to prevent errors and ensure compliance.
- Delivered consistent, high-quality service in a performance-driven environment.
Consumer Online Technical Support
JPMorgan Chase
01.2015 - 07.2017
- Provided real-time phone support for online Financial transactions.
- Troubleshot and resolved complex issues, enhancing customer satisfaction.
- Guided customers through online processes to ensure successful completion.
Account Specialist I
JPMorgan Chase
05.2013 - 01.2015
- VeriNied account details and processed transactions with accuracy.
- Maintained complete and compliant records for audit readiness.
Education
Associate of Applied Science - Computer Electronic Engineering Technology
ITT Technical Institute
Houston, TXSkills
- High-volume contact center operations
- Remote productivity and self-management
- Customer service and support
- Account verification and benefits investigation
- Payment options and financial counseling
- Documentation and CRM systems
- Microsoft Office proficiency
- Regulatory compliance and data confidentiality
- Problem resolution and conflict de-escalation
- Verbal and written communication skills
- Adaptability in fast-paced environments
Nmls
#2713216
Initiatives
- Peer Coach for Leadership Development Program
- Led process improvement projects to streamline transaction handling and efficiency
Timeline
Priority Banker
Regions Bank
04.2025 - Current
Branch Complaint Escalation Group
JPMorgan Chase
03.2023 - 11.2024
Wire Transfer Specialist
JPMorgan Chase
09.2018 - 03.2023
Private Client Account Specialist
JPMorgan Chase
07.2017 - 09.2018
Consumer Online Technical Support
JPMorgan Chase
01.2015 - 07.2017
Account Specialist I
JPMorgan Chase
05.2013 - 01.2015
Associate of Applied Science - Computer Electronic Engineering Technology
ITT Technical Institute