SHAJUANA JONES
North Lauderdale
Summary
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
16
16
years of professional experience
Work History
Banker
First Citizens Bank
06.2023 - Current
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
Customer Care Representative
Kelly Services
07.2019 - 09.2023
- Demonstrated commitment to customer service by building productive relationships, resolving complex issues and boosting customer loyalty
- Provided solutions, recommendations and replacements with empathy and positive feedback
- Met team and client performance metrics, goals and deadlines
- Created customer satisfaction survey to identify issues and determine appropriate resolution
- Built strong knowledge of product line to assist customers in selecting products
- Made informed decisions under stressful circumstances
Customer Service Specialist
Arise Virtual Solutions
11.2016 - 01.2022
- Company Overview: Miramar, Florida
- Answered inbound calls to greet and assist customers with various needs and questions
- Resolved product and service issues promptly
- Returned customer calls and responded to inquiries and complaints
- Communicated with clients over phone, email and chat platforms
- Handled external inquiries during peak periods to reduce wait times and maximize customer satisfaction
- Miramar, Florida
Credit Analyst
AMERICAN EXPRESS
02.2009 - 02.2015
- Company Overview: Plantation, FL
- Professional demeanor
- Multitasking Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment
- Customer Service Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency
- Administration Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral and scanning documents for inter-departmental use
- Reporting Maintained status reports to provide management with updated information for client projects
- Established client payment plan program to monitor payment compliance and progress, reducing uncontrolled payment activity by 10%
- Data Verification Checked figures, postings and documents for correct entry, mathematical accuracy and proper coding
- Provided accurate and appropriate information in response to customer inquiries
- Maintained up-to-date records at all times
- Ran reports and supplied data to fulfill customer report requirements
- Gathering and analyzing financial data about clients
- Evaluates data and recommending a course of action
- Plantation, FL
Education
Bachelor of Science - Accounting
University of Phoenix
Tempe, AZ06-2016
Skills
- Customer service
- Good communication skills
- Risk assessment
- Inbound customer service
- Credit analysis
- Financial statement analysis
- Call center experience
- Credit risk
- Customer retention
Languages
English
Timeline
Banker
First Citizens Bank
06.2023 - Current
Customer Care Representative
Kelly Services
07.2019 - 09.2023
Customer Service Specialist
Arise Virtual Solutions
11.2016 - 01.2022
Credit Analyst
AMERICAN EXPRESS
02.2009 - 02.2015
Bachelor of Science - Accounting
University of Phoenix
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