Sarah Jones
Summary
Experienced banking professional with superior attention to detail and highly ethical nature. Dedicated to maintain customer satisfaction while meeting ambitious quality goals. Eager and excited to take on new responsibilities and to learn much more.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Contact Center Representative
Fifth Third Bank
12.2022 - Current
- Cross-trained and provide backup support in loans and DDA, internet, and automatic bill pay.
- Research information provided by customer concerning lien release, titles and account details.
- Assisted in resolving customer inquiry regarding loan payment issues or payoff issues, following procedures to resolve and find a beneficial solution.
- Submit customer requests for automatic bill pay including payment date changes, amount changes, and payoffs.
- Met call stats and guidelines for all months since employed.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Office Manager
Decoach Rehabilitation Center
03.2022 - 10.2022
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Complete all scheduling of clients, ensuring timely, and effective allocation of resources and calendar.
- Answered phone promptly and directed incoming calls to correct offices.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained visitor log for entering and leaving facility for security purposes.
- Maintained professional demeanor by staying calm when addressing unhappy or angry clients.
- Leveraged client and family feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Developed close working relationships with medical team and counselors.
- Collected and distributed messages to counselors and medical staff to support open communication and high client service.
Call Center Representative
Kemba Credit Union
10.2021 - 03.2022
- Investigated and resolved member inquiries and complaints quickly.
- Exhibited high energy and professionalism assisting members.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of member issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse member questions.
- Boosted member service satisfaction ratings through consistent quality control.
Teller
New Horizons Credit Union
11.2019 - 10.2021
- Assisted customers with cash and check transactions, accurately keeping record in line with bank procedures.
- Served as primary point of contact for customers, providing assistance with account maintenance.
- Educated customers on use of banking website and mobile apps promoting self service
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Assisted customers with compromised debit cards and instant issued new debit cards.
- Maintained in-depth knowledge of bank products and services.
- Reconciled cash drawer and resolved discrepancies.
- Removed mutilated currency from circulation.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Balanced and added funds to ATM under dual control
- Monitored and reported suspicious activity in line with bank security policies.
Education
High School Diploma -
Hope Academy
Indianapolis2010
Skills
- Loans
- Calendar Management
- Conflict Management
- Microsoft Office
- Handling Complaints
- Cash Flow and Reconciliation
- Active Learning
- Phone Inquiries
Certification
Notary Public
Timeline
Contact Center Representative
Fifth Third Bank
12.2022 - Current
Office Manager
Decoach Rehabilitation Center
03.2022 - 10.2022
Call Center Representative
Kemba Credit Union
10.2021 - 03.2022
Teller
New Horizons Credit Union
11.2019 - 10.2021
High School Diploma -
Hope Academy
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