Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Shaelyn Jackson

Shaelyn Jackson

Dallas

Summary

Results-driven management professional prepared for leadership roles in branch operations. Leveraged industry insights to streamline processes and improve customer experiences. Known for team collaboration and adaptability, delivering consistent results through effective communication and strategic planning.

Overview

10
10
years of professional experience

Work History

Assistant Branch Manager

Tennessee Valley Federal Credit Union
06.2022 - Current
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.

Call Center Team Lead

Tennessee Valley Federal Credit Union
04.2018 - 06.2022
  • Responded to team support questions quickly to maintain call center efficiency.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
  • Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
  • Implemented new technology solutions that streamlined processes and improved overall efficiency within the call center environment.
  • Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
  • Promoted a culture of continuous learning within the team by sharing resources on industry updates and best practices.

Call Center Customer Service Representative

Tennessee Valley Federal Credit Union
07.2016 - 04.2022
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Detailed payment options and explained price, receipt and billing details to customers.

Financial Services Representative

Tennessee Federal Credit Union
08.2015 - 06.2016
  • Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
  • Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
  • Enhanced customer relationships with personalized service and addressing individual concerns promptly.
  • Collaborated with team members to achieve sales targets and improve overall branch performance.
  • Worked closely with other departments to provide seamless service delivery for complex client requests.
  • Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
  • Assessed credit applications accurately by analyzing applicants'' financial history, income stability, and repayment capability.
  • Assisted clients in navigating complex financial situations, offering solutions that met their unique needs.

Education

BBA - Human Resources Management

Bryan College
Dayton, TN
04-2022

Skills

  • Banking
  • Operations management
  • Business development
  • Team development
  • Operational efficiency
  • Audit preparation
  • Staff education and training
  • Compliance management
  • Account management
  • Account analysis
  • Financial product sales
  • Employee scheduling
  • Staff management
  • Risk management
  • Client relationship management
  • Customer retention
  • Branch operations management
  • Relationship building

Timeline

Assistant Branch Manager

Tennessee Valley Federal Credit Union
06.2022 - Current

Call Center Team Lead

Tennessee Valley Federal Credit Union
04.2018 - 06.2022

Call Center Customer Service Representative

Tennessee Valley Federal Credit Union
07.2016 - 04.2022

Financial Services Representative

Tennessee Federal Credit Union
08.2015 - 06.2016

BBA - Human Resources Management

Bryan College

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