SHANNON SCHNEIDER
Springfield,MO
Summary
Results-driven Escalation Specialist with over 17 years of experience in high-volume, complex call center environments within the financial sector. Proven ability to de-escalate high-stress situations, resolve challenging issues while maintaining excellent customer service
Overview
17
17
years of professional experience
Work History
Credit Card Escalation Agent & Customer Service Agent
JPMorgan Chase
Springfield, MO
06.2019 - 08.2025
- Achieved promotion in 2022 to Credit Card Escalation Agent by consistently de-escalating high-stress situations, actively listening to customer complaints and providing solutions resulting in 95% customer satisfaction.
- Orchestrated and resolved customer escalations concerning credit card accounts, billing errors and rewards issues leading to reduced customer call backs by providing personalized assistance and documenting detailed concerns, submitting complaints to the appropriate departments for final investigation and resolution.
- Leveraged product knowledge on over 20 different credit card products 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 to our global investigation team.
- Promoted to Senior Representative in 2020 assisting high-value customers with their premium checking/savings accounts and online banking demonstrating exceptional listening and problem-solving abilities.
Senior Customer Service Representative & Case Manager
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.
- Advocated for and assisted 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 where I'd file AML/EVP forms based on profile review and member interaction.
- 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 by 97% while providing personalized assistance across product selection, setting up online banking, and providing technical support.
Education
GED -
Colby Community College
Colby, KSSkills
- Customer Focus
- Technical & Compliance
- Call Center Operations
- Customer Escalation Management
- Fraud & Risk Detection
- High-Volume Call Handling
- Complex Problem Solving
- Billing & Transaction Processing
- Process & Policy Documentation
- Conflict Resolution & De-escalation
- Multi-System Banking Navigation
- Online technical support using company software
- Financial Account Management
- Regulatory Compliance (AML/EVP)
- Product Education Support
Personal Information
Title: Customer Service & Escalation Specialist
Timeline
Credit Card Escalation Agent & Customer Service Agent
JPMorgan Chase
06.2019 - 08.2025
Senior Customer Service Representative & Case Manager
TTech
04.2008 - 05.2019
GED -
Colby Community College