Janai Wilkerson
Boston,MA
Summary
Customer service professional with banking experience and strong skills in client relations and problem resolution. Holds an Associate’s in Social Science from Roxbury Community College and completing a Bachelor’s in Psychology at the University of Massachusetts Boston.
Overview
9
9
years of professional experience
Work History
Customer Service Teller
Citizens Bank
07.2019 - Current
- Consulted with customers on individual needs and offered solutions aligned with individual situations and preferences.
- Strengthened customer relationships by upholding strict standards and delivering fast, friendly customer service.
- Maintained friendly and professional customer interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Trained new hires on customer service policies and procedures.
- Referred customers to other banking departments for specialized services.
- Answered bank phone lines and directed customers to appropriate department to address concerns.
- Cross-sold credit cards, loans and other bank products.
- Educated customers on online banking and mobile banking applications.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Established rapport with new clients to increase satisfaction and loyalty.
- Assisted customers with banking needs and inquiries
Store Associate
Forever 21 Red
07.2018 - 09.2019
- Managed efficient cash register operations.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Recommended complementary purchases to customers, increasing revenue.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Used in-store system to locate inventory and place special orders for customers.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Answered questions about store policies and addressed customer concerns.
Front Desk Security Officer
Securitas Security Services USA
10.2018 - 07.2019
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Responded quickly to emergency situations to assess and deflect issues.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Operated handheld metal detector and other surveillance devices to screen individuals entering facility.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Wrote detailed reports of all security breaches and investigations.
- Issued access cards to authorized personnel to monitor access points.
- Monitored CCTV cameras and alarm systems for security breaches.
- Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
Cashier
Star Market
08.2016 - 11.2017
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Retrieved items for customers and verified prices.
- Helped customers complete purchases by moving heavy items, collecting payments, and bagging purchases.
- Used POS system to enter orders, process payments and issue receipts.
- Handled cash with high accuracy and took care to check bills for fraud.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Pleasantly greeted customers and provided prompt and courteous service.
- Operated cash register to accurately process and record customer payments.
Education
Associate of Arts - Psychology
University of Massachusetts, Boston
Boston, MA05-2026
Associate Of Arts And Sciences - Social Sciences
Roxbury Community College
Boston, MA05.2023
High School Diploma -
Josiah Quincy Upper School
Boston, MA06.2015
Skills
- Foreign Currency Exchanges
- Balancing ATM Machines
- Cash Reporting
- Credit Card Applications
- Count Currency
- Night and Safe Deposit Procedures
- Anti Money Laundering (AML)
- Cash Supply Orders
- Fraud Monitoring
- Cashier's Checks
- Team Leadership
- Retail Transactions Processing
- Suggestive Selling
Timeline
Customer Service Teller
Citizens Bank
07.2019 - Current
Front Desk Security Officer
Securitas Security Services USA
10.2018 - 07.2019
Store Associate
Forever 21 Red
07.2018 - 09.2019
Cashier
Star Market
08.2016 - 11.2017
Associate of Arts - Psychology
University of Massachusetts, Boston
Associate Of Arts And Sciences - Social Sciences
Roxbury Community College
High School Diploma -
Josiah Quincy Upper School