Shannon Schneider

Work History

JPMorgan Chase

Springfield, MO

06.2019 - 08.2025

Promoted in 2022 to credit card Escalation Agent due to proven ability to actively listen to customer complaints with empathy.
Directed and resolved all customer escalations concerning credit card accounts, billing errors, leading to reduced customer call backs.
Expertly managed over 20 different credit card products, maintaining deep product knowledge to process complex transactions, adjustments, and refunds.
Proactively safeguarded customer profiles and financial accounts by detecting and reporting potential fraud or policy abuse with exceptional detail.
Navigated and managed complex customer complaints, thoroughly documenting all inquiries in internal systems and submitting information with appropriate departments for final investigation and resolution.
Achieved promotion from entry-level phone representative to Senior Representative in 2020 due to proven ability to deliver premium customer service and handle specialized checking and savings account inquiries.

TTech

Springfield, MO

04.2008 - 05.2019

Served as a dedicated Case Manager for the Hewlett Packard project, owning long-term customer relationships and seeing issues through to final resolution, often spanning several weeks.
Provided specialized Service to our military service members and their families on the USAA project regarding checking and savings accounts and online tools.
Expert in fraud detection, regulatory compliance, and account management across diverse product lines.
Increased customer satisfaction by effectively utilizing a "360-degree view" of member profiles to recommend and transition customers into optimal banking products that better fulfilled their financial goals.
Mentored classes of 20+ new representatives on company policies, procedures, and job-related software systems, contributing to team efficiency and standards adherence.
Managed high-volume call queues of over 50 while consistently meeting quality service standards and providing personalized assistance across product selection, setting up online banking, and providing technical support.