Leon Davis-Birdsong
Orlando,FL
Summary
To leverage my extensive experience in customer service and supervisory roles to meet and exceed company standards, while continuously acquiring new skills and knowledge to perform my job efficiently and effectively.
Highly motivated and detail-oriented professional with over 15 years of experience in customer service, supervisory roles, and call center operations. Proven ability to exceed company standards and deliver high-quality customer service. Adept at problem-solving, team management, and utilizing various software systems to enhance customer experience.
Overview
23
23
years of professional experience
Work History
Account Manager I
JPMorgan Chase
01.2025 - Current
- Oversee a team unit of 16 Escalated Complaints Specialists that perform research to determine the root cause of customer complaints submitted to the Executive Office, Defensive Litigation, Third Party Suppliers – Vendors and Law Firms, Internal teams as well as Senior Management
- Compile and analyze statistical data relative to unit productivity, complete quality monitoring, provide feedback to staff, and answer questions concerning collections escalation efforts
- Complete performance reviews, development plans, and annual reviews for reporting staff in a timely manner
- Ensure adherence to operating procedures, legal and compliance regulations, and IT Policies to minimize risk
- Partner with Leadership to identify and implement enhancements to improve the effectiveness and efficiency of services and systems
- Resolve complex, escalated employee and customer problems and inquiries from my leadership team and other lines of business
Team Leader Overdraft First Response Desk
JPMorgan Chase Bank
03.2021 - 01.2025
- Coaching and developing staff to ensure all Business Objectives are met
- Ensuring all work is processed within assigned service levels and meets Legal/Compliance requirements
- Partnering with Leadership team to identify and implement process/procedural enhancements
- Creating and maintaining open communication with employees as well as Peers, Leadership team and other Lines of Business
Account Escalation Specialist III
JPMorgan Chase Bank
10.2016 - 03.2021
- Track and address customer complaints
- Assist Overdraft Collections specialists with exception requests and answer policy questions
- Recognize coaching opportunities and submit feedback where necessary
- Exceptional knowledge of overdraft process and policies; familiarity with chase answers and the quality scoring guide
Senior Service Specialist
JPMorgan Chase Bank
11.2008 - 10.2016
- Provide individualized solutions to customers regarding their credit card accounts and other financial products
- Answer inbound calls, respond to customer inquiries, and resolve account-related issues
- Document account information and maintain call statistics
- Enhance customer retention and business growth through high-quality service and product offerings
Floor Supervisor
Metro One Telecommunications
01.2002 - 01.2008
- Ensured superior customer service to maintain profitable business operations
- Supervised daily operations, supported management, and ensured adequate staffing levels
- Monitored and analyzed productivity, call processing times, and quality metrics
Education
Bachelors of Applied Science - Business and Organizational Leadership
Valencia College
Orlando, FL01.2025
Associate of Arts -
Valencia College
Orlando, FL12.2024
Skills
- Communication
- Account servicing
- Strategic account planning
- Complaint management
- Account oversight
- Employee mentoring
- Data-driven decision making
- Performance tracking
- Documentation and reporting
- Vendor management
- Systems and software expertise
- Goals and performance
- Relationship building and management
- Opportunities identification
Timeline
Account Manager I
JPMorgan Chase
01.2025 - Current
Team Leader Overdraft First Response Desk
JPMorgan Chase Bank
03.2021 - 01.2025
Account Escalation Specialist III
JPMorgan Chase Bank
10.2016 - 03.2021
Senior Service Specialist
JPMorgan Chase Bank
11.2008 - 10.2016
Floor Supervisor
Metro One Telecommunications
01.2002 - 01.2008
Bachelors of Applied Science - Business and Organizational Leadership
Valencia College
Associate of Arts -
Valencia College
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