TAJELEÁ GARDNER
TAMPA
Summary
Dedicated financial services specialist with extensive experience in supporting members through complex deposit, dispute, and credit card servicing transactions, including high-risk and sensitive profile activities. Recognized for delivering clear and empathetic communication while safeguarding member information and executing transactions with precision. Expertise in navigating multiple systems to research transactional and account irregularities, ensuring compliance with USAA's internal standards and federal regulatory requirements for wire requests, credit card actions, and sensitive account interactions. Proven ability to excel under pressure while maintaining accuracy and upholding member trust in every interaction.
Overview
8
8
years of professional experience
Work History
Bank Sales and Service Contact Center III
USAA
10.2024 - Current
- Provide expert support for deposit products including checking, savings, and certificates of deposits (CDs).
- Assist members with account inquiries, maintenance, and transaction processing in a high-volume service environment.
- Identify members’ needs and recommend banking products to support their financial goals.
- Maintain compliance with banking regulations and internal procedures while delivering exceptional customer service.
- Accurately document all interactions using multiple internal systems and escalate complex issues when needed.
- Resolved customer disputes through effective communication and negotiation strategies.
- Resolved customer inquiries regarding credit card terms, charges, and account issues efficiently.
Customer Service Representative
The Michaels Organization
11.2023 - 10.2024
- Assist customers with inquiries and issues, achieving high satisfaction rates through effective communication.
- Resolve customer complaints promptly, enhancing overall service quality and retention.
- Utilize CRM software to track interactions, ensuring accurate and efficient case management.
- Collaborate with team members to streamline processes, contributing to a more productive work environment.
- Implemented effective customer complaint resolution strategies, significantly reducing response times and enhancing service quality.
Talent Acquisition Specialist
PNC Bank
04.2021 - 11.2023
- Screened and sourced candidates, coordinated interviews, offers, and onboarding with hiring managers.
- Educated candidates on company culture, career growth, and benefits as a brand ambassador.
- Presented qualified candidates to hiring managers, refined recruiting strategy based on feedback.
- Built strong relationships with executives, HR, and hiring managers for consistent results.
- Analyzed talent assessment data to match candidates with suitable positions across businesses.
- Streamlined recruitment process, reducing time-to-hire and improving candidate quality.
- Implemented data-driven strategies to enhance talent acquisition outcomes.
Loans Specialist CCC
PNC Bank
01.2020 - 04.2021
- Obtained copies of applicants’ credit histories and reviewed paperwork to determine feasibility of granting loans.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
- Identified problem areas within loan portfolio, analyzed risks and suggested appropriate solutions.
- Explained very technical financial information to applicants in easy-to-understand language.
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Submitted loan applications to the underwriter for verification and recommendations.
Patient Care Technician
UPMC – Mercy Hospital
02.2019 - 01.2020
- Provided compassionate care to patients, assisting with daily activities and monitoring vital signs.
- Collaborated with nurses to ensure optimal patient comfort and recovery.
- Meticulously maintained patient records and executed prescribed treatment plans.
- Ensured accurate documentation of medical procedures and patient responses.
- Worked seamlessly with multidisciplinary healthcare teams to deliver comprehensive patient care.
- Facilitated smooth communication between patients, families, and medical staff.
Medical Assistant
Premier Medical Assistant
06.2018 - 02.2019
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Answered patient assistance calls, assessed needs and offered qualified support.
- Collected and transported specimens to prepare for lab testing.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Helped patients maintain healthy skin by checking wounds, assessing integrity and bathing bedbound individuals.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Helped patients complete activities of daily living.
- Warmly greeted patients and visitors and made each feel welcome.
- Cleaned, sanitized and moved hospital equipment.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms and allergies.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Collected and documented patient medical information such as blood pressure and weight.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
Education
Bachelor of Science - Health Sciences
Herzing University Tampa
04.2025
Associate Degree in Specialized Technology - Occupational Therapy Assistant
Brightwood Career Institute
04.2018
Associate in Specialized Business Degree - Medical Assisting Management
Bradford School
10.2014
Skills
- Active listening
- Quality Assurance
- Relationship building
- Strategic Planning
- Performance Metrics
- Customer Advocacy
- Team leadership
- Critical thinking
- Time optimization
- Adaptability
- Data entry
- Assertiveness
- De-escalation techniques
- Problem-solving abilities
Timeline
Bank Sales and Service Contact Center III
USAA
10.2024 - Current
Customer Service Representative
The Michaels Organization
11.2023 - 10.2024
Talent Acquisition Specialist
PNC Bank
04.2021 - 11.2023
Loans Specialist CCC
PNC Bank
01.2020 - 04.2021
Patient Care Technician
UPMC – Mercy Hospital
02.2019 - 01.2020
Medical Assistant
Premier Medical Assistant
06.2018 - 02.2019
Bachelor of Science - Health Sciences
Herzing University Tampa
Associate Degree in Specialized Technology - Occupational Therapy Assistant
Brightwood Career Institute
Associate in Specialized Business Degree - Medical Assisting Management
Bradford School