Steven Acevedo Colon
Sanford,FL
Summary
High performing Cross-Skill AM/LM Specialist with consistent success in exceeding performance metrics, including quality assurance, customer satisfaction, and productivity like AHT. Proven track record of supporting team members, sharing best practices, and maintaining high standards in compliance and customer experience. Looking forward to continue growing with the company and contribute at a higher level of performance and accountability.
Overview
3
3
years of professional experience
Work History
Cross-Skill Specialist I Card Sapphire Collections
JPMorgan Chase
Heathrow, FL
03.2023 - Current
- Handling both outbound calls and inbound calls between both lines of business, customer service and collections.
- Apply independent decision making to determine the best course of action for accounts in high delinquency while balancing customer satisfaction.
- Educating and identifying the best payment resolutions to assist customers that are going through financial hardships.
- Providing excellent customer service and resolving account inquiries for our Chase Sapphire card holders while staying under the current goal of 242 AHT.
- De-escalating calls to avoid additional transfers for excellent customer experience.
Chase Sapphire Credit Card Account Specialist I
JPMorgan Chase
Heathrow, FL
11.2022 - 03.2023
- Handle over 100 inbound calls on a daily basis with excellent customer care.
- Assist customer with all sorts of account inquiries such as disputes, fraud, payments, and technical support.
- Maintained 100% Quality- Policy and Procedures, Regulatory Compliance.
- Educate customers with self service options to avoid further call backs.
Education
Associate of Arts -
Seminole State College of Florida
Sanford, FLSkills
Finding solutions efficiently
De-escalating upset clients
Confident and uplifting tone
Strong communication
Active listening
Providing empathy
Understanding workflows
Provide support for my peers
Timeline
Cross-Skill Specialist I Card Sapphire Collections
JPMorgan Chase
03.2023 - Current
Chase Sapphire Credit Card Account Specialist I
JPMorgan Chase
11.2022 - 03.2023
Associate of Arts -
Seminole State College of Florida