Ya'Sieka Hawthorne
Spring,TX
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
6
6
years of professional experience
Work History
Credit Card Customer Care Specialist
JPMorgan Chase
06.2023 - Current
- Helped large volume of customers care calls with positive attitude and focus on customer satisfaction.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Recommended and upsold new products, resulting in increase in revenue.
- Requested escalation for unresolved issues.
- Assisted in training new employees and participated in cross-training with other departments.
Consumer Loan Officer
Keesler Federal Credit Union
06.2021 - 05.2023
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Submitted loan applications to underwriter for verification and recommendations.
- Maintained strict confidentiality of bank records and client information.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
New Accounts Representative
Keesler Federal Credit Union
05.2018 - 06.2021
- Enhanced customer satisfaction by efficiently opening new accounts and addressing client inquiries.
- Educated customers about online banking tools, promoting ease of use and increased digital adoption rates.
- Utilized strong communication skills to establish rapport with customers and provide exceptional service.
- Obtained credit records from reporting agencies.
- Collaborated with colleagues to cross-sell additional banking services, increasing overall revenue.
Education
Compute Programming -
DeVry University
Chicago, ILSkills
- Quality Assurance
- Complaint Handling
- Documentation And Reporting
- Cross Functional Collaboration
- Communication
- Customer Relationship Management
- Conflict Mediation
- First Call resolution
- CRM Software
Additional Information
Supported colleges with implementing new policies and procedures., Successfully led a team in exceeding metric and customer satisfaction goals., Available upon request.
Personal Information
Title: Customer Care Specialist
Timeline
Credit Card Customer Care Specialist
JPMorgan Chase
06.2023 - Current
Consumer Loan Officer
Keesler Federal Credit Union
06.2021 - 05.2023
New Accounts Representative
Keesler Federal Credit Union
05.2018 - 06.2021
Compute Programming -
DeVry University
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