Serenity Holman
Jacksonville
Summary
Dynamic and results-driven Customer Services Representative with 5+ years of experience in providing exceptional financial guidance and services to clients. Proven track record of exceeding sales targets, goal deadlines,cultivating strong client relationships, and offering tailored solutions to meet individual needs. Skilled in analyzing complex financial data, conducting risk assessments, and staying updated on market trends. Possess strong communication and interpersonal skills, with a commitment to delivering high-quality service and driving customer satisfaction. Seeking to leverage my expertise in finance and customer service to contribute to a reputable institution.
Overview
8
8
years of professional experience
Work History
Client Relationship Consultant
U.S. Bank
04.2023 - Current
- Act as the primary point of contact for client inquiries, concerns, and escalations, resolving issues in a timely and efficient manner
- Conduct regular check-ins with clients to assess needs, identify opportunities for upselling or cross-selling, and gather feedback for continuous improvement
- Assesses and researches customer service needs, determines causes, and initiates corrective actions to other service or technical departments for follow up as needed
- Identifies, documents and resolves all customer information and communications and updates leadership on customer needs thru root cause analysis, recommendation and resolution
Intern
JP Morgan Chase
06.2024 - 08.2024
- As part of my internship program, I have completed a comprehensive research project on the impact of data analytics on financial decision-making
- This project involved collecting and analyzing financial data, developing models, and presenting my findings to faculty members and industry professionals
- Provided one-on-one coaching and support to employees to reinforce learning retention and application on the job
- Facilitated employee training sessions for employees on a wide range of matters such as, new hire orientations, safety certifications, and quarterly employee training updates
- Developed and implemented data analysis strategies to measure the effectiveness of learning programs and identify areas for improvement
Financial Services Representative
First Arkansas Bank & Trust
07.2022 - 04.2023
- Provide customer service in a high pace contact center environment over the phone, via live chats and emails
- Records all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application, including customer interactions, details of inquiries, complaints, comments, and final resolution
- Performs other duties as assigned
Learning Ambassador
Amazon
10.2021 - 08.2022
- Collaborates with training teams to develop training materials and/or programs to ensure quality and adherences to policies and procedures
- Participates in special projects as needed
Information Associate
Baptist Health
09.2018 - 01.2022
- Supported departmental goals through timely completion of assigned tasks and projects.
- Developed expertise in various software applications, allowing for more versatile contributions to the organization''s needs.
- Served as an expert resource for colleagues seeking assistance or guidance related to specific areas of knowledge or skills possessed within the role of Information Associate.
- Facilitated cross-functional communication by serving as a liaison between departments regarding informational needs.
Medical Receptionist
Bio Products Laboratory Plasma Inc.
07.2017 - 10.2018
- Maintained electronic medical records (EMR) system, updating donor information and documenting all communications
- Answered multi-line phone system and directed calls to appropriate departments or personnel
- Conducted thorough analyses of donor medical history to identify suitability of plasma donation
- Communicated effectively with staff members and visitors to gather and disseminate information efficiently
- Managed a multi-line telephone system, providing excellent customer service and routing calls efficiently
- Maintained a clean and organized front desk area to create a welcoming environment for guests
Education
B.B.A. - Business Administration with emphasis in Financial Analytics
Strayer University
Little Rock, ArkansasHigh School Diploma -
Bryant High
Bryant, Arkansas05.2017
Skills
- Customer Service
- Time Management
- Detail-Oriented
- Financial Services
- Communication
- Fraud Management
- Problem Solver
- Office Applications
- People Management
- Multi-Task
- Business
- Microsoft Office
- Phone Etiquette
Personal Information
Title: Financial Services Representative
Timeline
Intern
JP Morgan Chase
06.2024 - 08.2024
Client Relationship Consultant
U.S. Bank
04.2023 - Current
Financial Services Representative
First Arkansas Bank & Trust
07.2022 - 04.2023
Learning Ambassador
Amazon
10.2021 - 08.2022
Information Associate
Baptist Health
09.2018 - 01.2022
Medical Receptionist
Bio Products Laboratory Plasma Inc.
07.2017 - 10.2018
B.B.A. - Business Administration with emphasis in Financial Analytics
Strayer University
High School Diploma -
Bryant High
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