Precious Londow
Houston,TX
Summary
Responsible Customer Solutions Specialist providing exceptional service by anticipating and preventing issues and following up with customers. Smart candidate with experience analyzing reports and data and keeping records of customer interactions.
Outgoing with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate with strong organizational skills eager to secure and master any position. Offered to me. Ready to help team achieve company goals.
Overview
10
10
years of professional experience
Work History
Escalation Supervisor
JPMorgan Chase
9900 Katy Fwy, Houston, Tx 77055
04.2022 - Current
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Collaborated and partnered with creative teams and strategists to lead team to greatness on every at-bat with thinking and creative work constantly exceeding client expectations.
- Engaged in daily communication with clients to establish and maintain positive working relationships.
- Provided strategic recommendations and managed agency resources to fulfill client's marketing needs.
- Led projects involving, virtual new hire training, and new skill training.
- Wrote professional business correspondence and produced reports detailing updates.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Identified and communicated customer needs, and expectations to team members so that monthly goals are met.
- Provided leadership, guidance and direction to team members, offering assistance with any need at any time.
- Conducted supplier risk evaluations and assisted with regulatory inspections.
- Scheduled and monitored team members' workloads to meet customer needs.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
- Prepared and gave presentations to division leaders, and other account supervisors.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- De-escalated calls transferred from front line banking.
- Using CARE Form to track complaint calls.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Escalated customer issues to management for appropriate action to be taken.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Doing call listening every month with team members to receive feedback, and find potential improvement areas.
- Keeping record of time sheets for bi-weekly payroll.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Assisted clients with their business accounts, personal checking accounts, specialty accounts, investment accounts, and online banking needs.
Chase Private Client Accountant
JPMorgan Chase
9900 Katy Fwy. Houston, Tx 77055
08.2017 - Current
- Maintained up-to-date knowledge on professional accounting standards to assist my clients accordingly, and efficiently.
- Reviewed business operations and obligations to help organization function at acceptable level.
- Trained new employees on accounting principles and company procedures.
- Kept up-to-date with tax changes and industry trends by participating in professional organizations, opportunities, and networks.
- Keeping track of my scorecard to meet monthly company goals.
- Staying up to date on any changes regarding CPC banking.
- Assisting clients with high balance accounts ranging 150k or more.
- Assisting clients who have investment accounts/business accounts.
- Making sure all metrics are met by the end of the month.
Hotel Front Desk Supervisor
Holiday Inn
2929 Jimmy Johnson Blvd, Port Arthur Tx 77642
07.2013 - 12.2015
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Trained staff to provide excellent customer service, apply best practices and comply with procedures.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Managed lost and found items to assist guests with retrieving belongings.
- Resolved service-related problems and documented actions in system.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Supervised team of [5] front desk agents and helped to resolve issues arising during shifts.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Created and managed accurate occupancy forecasts and budgets.
- Evaluated and promptly resolved lodging facility operational issues.
- Implemented successful strategies to increase customer satisfaction.
- Developed and implemented promotional strategies to increase occupancy.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
Education
No Degree - Real Estate
Lamar University
Beaumont, TX05.
High School Diploma -
Solid Rock Christian Academy
2678 Calder Ave Ste B, Beaumont Tx, 7770205.2013
Skills
- Leadership and Management
- Customer Needs Assessments
- Escalation Procedures
- Professional Phone Etiquette
- Accounting Records
- Complaint Investigations
- Escalation Management
- Creative Solutions
- Customer Care
- Staff Training
- Customer Inquiries
- Coaching Clients
- Strong Telephone Etiquette
- First-Tier Technical Support
- Customer Data Confidentiality
- Workforce Scheduling
- Spreadsheet Tracking
- Communications Strategies
- Client Satisfaction
- Issue and Complaint Resolution
- Process Transactions
- POS Systems and Ordering Platforms
- Call Control
- Corrective Action Plans
- Special Projects
- Analytical Skills
- Quality Assurance Evaluation
- Professional Relationships
- Understanding Customer Needs
- Online Systems
- Quality Control Standards
- Customer Service Management
- Team Goals
- Handling Complaints
- Database Maintenance
- Performance Goals
- Training Junior Team Members
- Navigational Skills
- Account Changes
- Working with integrity
- Teamwork
- Self-management
- Willingness to learn
- Adaptability
- Resilience
- Communication
- Teamwork
- Negotiation and persuasion
- Problem solving and decision-making
- Leadership
- Organization
- Perseverance and motivation
- Ability to work under pressure
- Confidence
- Critical thinker
- Cultural understanding
- Initiative and drive
- Computer literacy
- Listening
- Mentoring
Accomplishments
- Collaborated with various team members to help the development in their new job title.
- Achieved peer- coaching assignments by educating new hires on their current role with the corporation accurately and efficiency.
- Supervised various teams, by doing daily team meetings, call listening, customer satisfactory reports, performance tracking, attendance tracking, making sure team is up to date with new changes, and 1 on 1 meetings.
- Skilled in several banking departments such as: business banking, chase private client, sapphire banking, first banking, online tech support personal/business, and investments.
Timeline
Escalation Supervisor
JPMorgan Chase
04.2022 - Current
Chase Private Client Accountant
JPMorgan Chase
08.2017 - Current
Hotel Front Desk Supervisor
Holiday Inn
07.2013 - 12.2015
No Degree - Real Estate
Lamar University
High School Diploma -
Solid Rock Christian Academy