SAMUEL ZULU
Cibolo,TX
Summary
Dynamic professional with a proven track record at JPMorgan Chase, excelling in complaint resolution and client retention through expert complaint handling and de-escalation techniques. Leveraged computer skills and call center experience to enhance service quality, achieving significant customer loyalty. Skilled in fostering team collaboration to surpass goals, demonstrating exceptional multitasking and prioritization abilities.
Overview
6
6
years of professional experience
Work History
CREDIT CARD ESCALATION SPECIALIST III
JPMorgan Chase
San Antonio
08.2022 - Current
- Researched and resolved customer complaints and disputes related to credit card accounts
- Assisted customers with questions and inquiries to provide information regarding credit card accounts
- Built strong relationships with customers to increase retention and loyalty
- Coordinated with other departments to verify timely and accurate processing of credit card applications and payments
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales
- Promoted and up-sold products and services to meet needs of customers
- Set up calendar with customer birthdays and other special events for personal touch
- Worked with fellow sales team members to achieve group targets
- Processed orders through company system and coordinated product deliveries
- Facilitated timely product launches and delivered exceptional customer service to enable account retention and growth
SALES ASSOCIATE
Dillards Department Store
San Antonio, TX
12.2021 - 10.2022
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales
- Promoted and up-sold products and services to meet needs of customers
- Set up calendar with customer birthdays and other special events for personal touch
- Worked with fellow sales team members to achieve group targets
- Processed orders through company system and coordinated product deliveries
- Facilitated timely product launches and delivered exceptional customer service to enable account retention and growth
BANK TELLER
Wells Fargo
Fayetteville, NC
03.2020 - 08.2022
- Performed special services for customers, ordering bank cards and checks.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Explained bank services, financial products and applicable fees to customers.
- Assisted customers with basic technical issues related to digital banking platforms.
RETAIL SUPPORT SPECIALIST
Macy's
Fayetteville, NC
12.2018 - 02.2020
- Coordinated activities with other departments to ensure quality customer service.
- Maintained neat, safe and orderly workspace to prevent accidents and injuries
- Followed proper stock rotation procedures to minimize obsolescence and remove out of date items from sales floor
- Received incoming product deliveries and relocated to storage shelves, coolers or bins
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals
Education
Bachelor of Arts - Geospatial Science
Fayetteville State University
Fayetteville, NC03-2022
High School Diploma -
Seventy First High School
Fayetteville, NC03-2017
Skills
- Complaint handling
- De-escalation techniques
- Assertiveness
- Client retention strategies
- Record preparation
- Complaint investigation
- Refunds processing
- Multitasking and prioritization
- Data entry
- Quality control
- Computer skills
- Call center experience
References
References available upon request.
Timeline
CREDIT CARD ESCALATION SPECIALIST III
JPMorgan Chase
08.2022 - Current
SALES ASSOCIATE
Dillards Department Store
12.2021 - 10.2022
BANK TELLER
Wells Fargo
03.2020 - 08.2022
RETAIL SUPPORT SPECIALIST
Macy's
12.2018 - 02.2020
Bachelor of Arts - Geospatial Science
Fayetteville State University
High School Diploma -
Seventy First High School
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