Stacy Brown
Bossier City,LA
Summary
Experienced Customer Service agent with over 20 years of experience working in the Financial, Hospitality/Tourism, and Communication Industries. Excellent reputation for resolving problems and improving customer satisfaction. Excellent organizational and customer relation skills to ensure a fluid and enjoyable customer experience. Adept at assisting customers and responding to queries, managing customer accounts and customer information, and processing orders and transactions.
Overview
17
17
years of professional experience
Work History
Business Online Technical Support Specialist
TELEPHONE BANKING, CHASE BANK
Houston, TX
06.2014 - 09.2020
- Assisted 80-120 business customers with website navigation, payroll, ACH/ online bill payments, and features of the company website per day
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Facilitated huddles and meetings in absence of the Unit Manager
- Learned new skills and applied to daily tasks to improve efficiency and productivity
Subject Matter Expert
RETAIL TELEPHONE BANKING, CHASE BANK
Houston, TX
12.2012 - 07.2014
- Served as a direct liaison between retail customers and branch bankers to provide solutions regarding online complex problems, escalated complaints, or disputes.
- Developed and maintained courteous and effective working relationships
- Collaborated with team members to achieve target results
- Used Microsoft Word and other software tools to create documents and other communications
Consumer Online Specialist
RETAIL TELEPHONE BANKING, CHASE BANK
Houston, TX
03.2010 - 12.2012
- Assisting retail customers with navigating various functions and features of the website
- Provided general logon and troubleshooting issues
- Submitted tickets for online customer issues
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor
- Demonstrated respect, friendliness, and willingness to help wherever needed
- Actively listened to customers' requests, confirming full understanding before addressing concerns
Customer Account Specialist
RETAIL TELEPHONE BANKING, CHASE BANK
Houston, TX
09.2005 - 03.2010
- Assisting customers with debit card maintenance, check orders, and financial concerns
- Upselling of products and services and inputted customer claims and complaints
- Reviewed account activity to assess the financial status and evaluate discrepancies
- Set up new customer accounts and update existing profiles with the latest information
Customer Account Specialist
Alltel/Western Wireless Corp
Shreveport, LA
09.2004 - 05.2005
- Researched, analyzed, and determined a resolution for customers' concerns regarding cell phone service per Call center guidelines
- Provided customers information about Alltel products and services
- Kept records of customer interactions and transactions, recording details of inquiries, complaints, or comments as well as actions that were taken.
- Communicated with approximately 60-80 clients daily to understand needs and explain product value
Casino Cashier/Main Bank
Harrah's LA Downs
Bossier City, LA
06.2003 - 12.2004
- Provided prompt and courteous service to both internal and external guests
- Processed transactions with the Cage, Chip Bank, Slots, and Count Rooms quickly and accurately
- Responsible for the entire Main Bank Inventory including cash, coin, tokens, and chips
- Documented exchanges accurately, reconciled transactions and processed authorization forms
- Balanced the Main Bank Inventory and Accountability by end of the shift
- Safeguarded company assets and adhered to Federal and Louisiana State statutes
- Enforced company standard operating procedures, gaming regulations and Title 31 compliance
Education
Some College (No Degree) - BUSINESS ADMINSTRATION/MEDICAL ASSISTANT
Bossier Parish Community College
Bossier City, LAHigh School Diploma -
Parkway High School
Bossier City, LA05.1992
Skills
- Ability to work in a fast-paced environment
- PC proficient
- Professional multi-tasker
- Banking/Casino knowledge
- Able to learn and work independently and exhibit ownership in a team environment
- Self-motivated
- Excellent written and verbal skills
- Strong problem solving
- Detail-oriented with a focus on quality and accuracy
- Promotional Understanding
- Organizational Skills
- Customer technical support
Timeline
Business Online Technical Support Specialist
TELEPHONE BANKING, CHASE BANK
06.2014 - 09.2020
Subject Matter Expert
RETAIL TELEPHONE BANKING, CHASE BANK
12.2012 - 07.2014
Consumer Online Specialist
RETAIL TELEPHONE BANKING, CHASE BANK
03.2010 - 12.2012
Customer Account Specialist
RETAIL TELEPHONE BANKING, CHASE BANK
09.2005 - 03.2010
Customer Account Specialist
Alltel/Western Wireless Corp
09.2004 - 05.2005
Casino Cashier/Main Bank
Harrah's LA Downs
06.2003 - 12.2004
Some College (No Degree) - BUSINESS ADMINSTRATION/MEDICAL ASSISTANT
Bossier Parish Community College
High School Diploma -
Parkway High School
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