TOSHA JONES
Summary
Dedicated General Books Manager successful at keeping employees focused on performing well with hands-on management of day-to-day activities and special projects. Good at troubleshooting customer problems and building successful solutions. Working knowledge of Excel, Microsoft Word and Outlook.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Comerica Bank
04.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
General Books Manager
Comerica Bank
10.2017 - 03.2021
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Funds Control Operations Specialist
Comerica Bank
05.2014 - 09.2017
- Enabled/Disabled S.W.I.F.T Alliance system weekly
- Investigated unidentified foreign credits and/or debits, by sending out swifts to correspondent banks
- Reconciled, analyzed differences, and resolved exceptions of foreign correspondent bank accounts, including providing balances to Global Capital Markets (Foreign Exchange) for daily funding.
ITS Reconcilement Specialist
Comerica Bank
01.1998 - 04.2014
- Processed, balanced, and retrieved all Cashier checks entered in the Cashier's Check database on the same day of issuance
- Ensured all Cashier checks entered in the Cashier's Check database are processed, balanced, and retrieved on the same day of issuance
- Investigated and resolved exceptions resulting from ITS system (Frontier/Proponix) implementations/upgrades.
Receptionist
Comerica Bank
01.1997 - 12.1997
Education
Diploma -
Murray-Wright High School
06.1987
Skills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
Timeline
Customer Service Representative
Comerica Bank
04.2021 - Current
General Books Manager
Comerica Bank
10.2017 - 03.2021
Funds Control Operations Specialist
Comerica Bank
05.2014 - 09.2017
ITS Reconcilement Specialist
Comerica Bank
01.1998 - 04.2014
Receptionist
Comerica Bank
01.1997 - 12.1997
Diploma -
Murray-Wright High School
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