Marquies Jackson
Cleveland,OH
Summary
Professional with strong background in credit card services, delivering impactful financial solutions and customer care. Skilled in risk management, transaction analysis, and compliance. Known for effective team collaboration, adaptability, and consistent results. Valued for problem-solving abilities and exceptional communication.
Overview
10
10
years of professional experience
Work History
Customer Experience Specialist/Card Member Service
US Bank NA
Cleveland, OH
07.2025 - Current
- Analyzed transaction data using advanced analytics tools to detect suspicious activities.
- Reviewed and updated internal policies to align with regulatory compliance standards and best practices.
- Streamlined case management processes by leveraging data analysis techniques to identify trends in fraudulent activity.
- Protected company assets through vigilant review of account activity, swiftly addressing any anomalies or suspicious behavior detected.
- Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
- Provided detailed explanations of credit card terms, fees, and benefits to customers.
- Assisted customers in navigating online banking platforms and mobile applications, enhancing their overall digital experience with the financial institution.
- Consistently met or exceeded performance metrics for call quality, resolution time, and customer satisfaction ratings.
Customer Service Representative
Youth Opportunities Unlimited You
Cleveland, OH
02.2024 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative II
Marathon TS (PBGC)
Euclid, OH
01.2021 - 10.2023
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
- Collaborated with payroll department to ensure accurate deductions related to employee benefits plans were processed correctly each pay period.
- Coordinated and conducted employee orientations to promote understanding of coverage and options.
- Streamlined communication with benefits providers, maintaining strong relationships and staying abreast of changes.
Insurance Customer Service Representative
Progressive Insurance
Mayfield Heights, OH
05.2016 - 05.2021
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Increased sales revenue by consistently meeting and exceeding individual and team sales targets.
Education
Communication
Central State University
Wilberforce, OHSkills
- Customer service
- Active listening
- Critical thinking
- Adaptability
- Empathetic
- Adaptive sales techniques
- Client relations
- Scheduling
- Order processing
- Documentation
- Customer relationship management (CRM)
- De-escalation techniques
- Technical support
- Account management
- Service upselling
- Investigation techniques
- Ethical standards
- Dispute resolution
- Case management
- VIP customer support
- Fraud identification
- Adaptability and flexibility
- Investigation documentation
Timeline
Customer Experience Specialist/Card Member Service
US Bank NA
07.2025 - Current
Customer Service Representative
Youth Opportunities Unlimited You
02.2024 - Current
Customer Service Representative II
Marathon TS (PBGC)
01.2021 - 10.2023
Insurance Customer Service Representative
Progressive Insurance
05.2016 - 05.2021
Communication
Central State University