Serina Lee
Jacksonville,FL
Summary
Customer-focused professional with over 5 years in customer service and support. Managed high-volume calls while educating customers on financial products, fostering informed decision-making. Skilled in conflict resolution, time management, and sales, driving customer loyalty and satisfaction.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Contact Center Representative
TD Bank
Jacksonville, FL
04.2025 - Current
- Resolved customer complaints with tailored solutions, ensuring prompt support and improved customer experience.
- Assisted customers with inquiries about account services and transactions, facilitating smoother banking interactions.
- Managed high-volume calls while maintaining professionalism and empathy throughout interactions.
- Educated customers on TD Bank products, services, and features to enhance their understanding and satisfaction.
- Provided technical support to customers on products or services offered by the company.
- Recognized potential for upselling products during customer interactions.
Member Service Representative l
Self-Help Credit Union
Jacksonville, Florida
03.2024 - 03.2025
- Opened new member accounts, facilitating a seamless onboarding process and fostering positive member relationships.
- Assisted members with account inquiries and transactions, improving overall service quality and member satisfaction.
- Educated members on financial products and services, promoting informed decision-making.
- Oversaw ATM operations, including cash replenishment, ordering, and troubleshooting, ensuring reliable access to funds for members.
- Performed daily cash vault operations, including opening, closing, and balancing procedures.
- Utilized banking software for efficient daily operations and accurate reporting.
Digital Personal Shopper
Walmart
Jacksonville, FL
09.2022 - 02.2024
- Managed online orders, ensuring timely fulfillment to boost customer satisfaction.
- Coordinated order dispensing to customer vehicles, enhancing pickup experience for customers.
- Utilized handheld devices for efficient picking of merchandise from shelves.
- Trained employees on best practices, significantly reducing process lags and improving workflow.
- Safely moved, lifted, carried, and positioned merchandise and supplies up to 50 lbs.
Customer Service Representative
Ally Financial
Jacksonville, FL
01.2020 - 06.2022
- Delivered exceptional service to challenging callers while maintaining professionalism.
- Met and exceeded performance standards for call volume and customer satisfaction.
- Negotiated payment terms with clients to expedite debt resolution.
- Understood reasons for delinquency and negotiated feasible payment arrangements.
- Contacted Ally auto loan customers regarding overdue payments.
- Identified and implemented solutions that reduced repossession losses.
Customer Service Manager
Walmart
Jacksonville, FL
10.2018 - 12.2019
- Trained front-end associates on returns, refunds, and exchange policies.
- Led customer service desk operations for Walmart front end.
- Monitored cash handling, till balancing, and safe deposit procedures.
- Scheduled customer service associates and managed shift coverage.
Teller
Wells Fargo
Jacksonville, FL
08.2016 - 10.2018
- Processed cash deposits, withdrawals, and transfers following Wells Fargo branch procedures.
- Balanced teller drawer and verified cash counts against daily banking records.
- Referred customers to Wells Fargo bankers for additional account needs.
- Counted currency, checks, and coin shipments for branch cash supply.
- Followed bank security procedures during opening, closing, and cash handling.
- Answered customer inquiries regarding bank products and services.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
Education
High School Diploma -
Woodland Highschool
Stockbridge, GA05-2013
Skills
- Customer support and service
- Call management
- Technical support
- Banking software proficiency
- Transaction processing
- Account management
- Customer relationship management
- Upselling techniques
- Problem solving
- Conflict resolution
Certification
- Florida Notary
Timeline
Contact Center Representative
TD Bank
04.2025 - Current
Member Service Representative l
Self-Help Credit Union
03.2024 - 03.2025
Digital Personal Shopper
Walmart
09.2022 - 02.2024
Customer Service Representative
Ally Financial
01.2020 - 06.2022
Customer Service Manager
Walmart
10.2018 - 12.2019
Teller
Wells Fargo
08.2016 - 10.2018
High School Diploma -
Woodland Highschool