Patricia Jackson
Summary
Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Excels in research, documentation and problem-solving.
Overview
19
19
years of professional experience
Work History
Finance Customer Service Team Lead
CenturyLink/Lumen
Remote
05.2018 - Current
- Led a team of 20 customer service representatives in a high-volume call center environment, managing an average of 50-60 calls per day
- Developed and implemented strategies to optimize team performance, including call handling efficiency, customer satisfaction, and first-call resolution rates
- Conducted regular team meetings to communicate goals, performance expectations, and provide updates on call center initiatives
- Provided ongoing coaching and constructive feedback to team members, leveraging strengths and identifying areas for improvement
- Monitored call center metrics and performance indicators, analyzing data to identify trends and implement process improvements
- Collaborated with cross-functional teams, including operations and workforce management, to streamline processes and enhance the overall customer experience.
- Coordinated and supervised customer service team in order to ensure quality service delivery.
- Increased customer satisfaction ratings 100% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
Supervisor Broker Operations Specialist III
JPMorgan Chase & Co.
Monroe, LA
12.2008 - 05.2018
- Oversaw the processing of high-value transactions, including wire transfers, loan disbursements, and account reconciliations, while maintaining a high degree of accuracy
- Developed and implemented operational policies, procedures, and controls to mitigate risks, improve efficiency, and ensure compliance with internal and external guidelines
- Conducted regular audits and reviews of operational processes, identifying areas for improvement and implementing streamlined procedures to enhance productivity
- Acted as a subject matter expert, providing guidance and support to team members and other departments on complex operational matters, ensuring consistent and accurate information dissemination
- Collaborated with Risk Management and Compliance teams to ensure adherence to regulatory frameworks, conducting periodic reviews and implementing necessary controls to mitigate operational risks.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Identified needs of customers promptly and efficiently.
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
Administrative Assistant Manager
Grambling State University-Academic Affairs
Grambling, LA
01.2005 - 12.2008
- Respond to a high volume of email chat and inbound calls from customers regarding billing inquiries, disputes, and concerns
- Manage billing systems, processed payments, generated invoices, and reconciled accounts to ensure accurate billing and account maintenance
- Collaborate with cross-functional teams, such as finance and operations, to resolve complex billing issues and ensure seamless customer experiences
- Conduct comprehensive billing assessments, identified discrepancies, and implemented corrective measures to improve billing processes and minimize errors
- Identify opportunities to streamline billing procedures, enhance customer experience, and contribute to process improvements within the department.
- Determined staffing requirements, interviewing, hiring and training new employees.
- Scheduled appointments for staff members with internal and external contacts.
- Facilitated smooth inter-departmental coordination by maintaining up-to-date contact lists.
- Proofread documents before submission to senior management for review.
Education
Bachelor of Science in Criminal Justice and Sociology -
Grambling State University
01.2010
Associate of Science - Information Technology
University of Louisiana
BATON ROUGE, LASkills
- Customer Service Excellence
- Effective Communication Skills
- Strong Problem Solving
- CRM Systems
- Fraud Detection and Prevention
- Loan Servicing
- Payment Processing
- Billing and Invoicing
- Billing Software Proficiency
- Account Reconciliation
- Dispute Resolution
- Billing Error Correction
- Microsoft Proficiency
- Employee Training & Development
- Performance Management
- Quality Assurance
- Call Routing and Queuing
- Workflow Optimization
- KPI Management
- Service Level Agreement
- Banking Software
- Transaction Processing
- Financial & Data Analysis
- Regulatory Compliance
- Risk Management
- Financial Reporting
- Active Listening
- Call Center Software
- Ticket & Issue Tracking Systems
- Documentation and Reporting
- Strong Phone Etiquette
- Computer Proficiency
- Product/Service Knowledge
- Live Chat Software
- Conflict Resolution
- Empathy and Sympathy
- Remote Work Proficiency
- Multitasking & Prioritizing
- Adaptability & Flexibility
- Call Metrics and KPI Tracking
- Inbound and Outbound Calling
- High Volume Environment
- Customer Service
- Complaint Resolution
- Collection Knowledge
- Account Management
- Attention to Detail
- Teamwork Collaboration
- Time Management
- Technical Troubleshooting
Timeline
Finance Customer Service Team Lead
CenturyLink/Lumen
05.2018 - Current
Supervisor Broker Operations Specialist III
JPMorgan Chase & Co.
12.2008 - 05.2018
Administrative Assistant Manager
Grambling State University-Academic Affairs
01.2005 - 12.2008
Bachelor of Science in Criminal Justice and Sociology -
Grambling State University
Associate of Science - Information Technology
University of Louisiana
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