Yolunda Duckery
Tampa,FL
Summary
Dynamic Account Specialist II at JPMorgan Chase, recognized for expertise in efficient data management and exceptional interpersonal communication. Proven track record in resolving complex merchant issues, significantly enhancing client loyalty and retention. Proficient in Microsoft Office and SharePoint administration, consistently delivering high-quality results under pressure. Strong attention to detail and effective problem-solving skills drive success in fast-paced environments.
Overview
18
18
years of professional experience
Work History
Account Specialist ll
JPMorgan Chase
08.2020 - Current
- Address and resolve merchant issues to increase loyalty and retention
- Responsible for timely documentation and updating of applications manager dashboard
- Communicate merchant contacts, discussions, resolutions, and plans
- Strong attention to detail and excellent communication skills
Process Analyst
Cognizant
10.2017 - 02.2020
- Made well-balanced decisions to advocate for the community
- Reviewed reported content within agreed turnaround times and quality standards
- Evaluated sensitive content for immediate client review
HR Shared Services Ops Representative
Mindlance
09.2016 - 04.2017
- Evaluated and responded to employee payroll inquiries via telephone, fax, and email
- Provided excellent, efficient, and courteous service to internal and external customers
- Communicated with HR corporate teams on complex payroll issues
- Maintained detailed and accurate case management records
Customer Service Professional
Answer First
05.2016 - 09.2016
- Served as the first point of contact for customers and clients
- Resolved inbound phone call issues by identifying and providing solutions
- Demonstrated effective communication skills
Customer Service Associate
Fidelity
08.2015 - 05.2016
- Provided customer support via telephone, email, or instant messaging
- Managed customer inquiries and resolved basic support issues
- Functioned as an escalation point for support issues
Customer Service
Adecco Staffing
05.2014 - 02.2015
- Conferred with agents via telephone to provide information about accounts and orders
- Reviewed claims adjustments and unresolved customer grievances
- Demonstrated advanced data entry skills
Technical Support Coordinator
Verizon Wireless
03.2009 - 12.2013
- Received, evaluated, and processed customers' cases using a multi-screen CRM system
- Assisted customers with various technical issues and generated sales for new products
- Researched technical issues to provide solutions
Department Manager
Catapult Technology
04.2007 - 10.2008
- Managed staff and company policies
- Implemented hiring practices and investigated employee issues
- Implemented strategies to improve workflow
Education
MBA - Human Resource Management
American Intercontinental University
01.2012
BBA - Business Management
Kennesaw State University
01.2008
Skills
- Efficient Data Management
- Operating System Proficiency
- Virtual Connectivity Solutions
- TSP/IP Analysis
- Workday Proficiency
- Microsoft Office Proficiency
- Virtual Private Network Expertise
- SharePoint Administration
- Interpersonal Communication Skills
Timeline
Account Specialist ll
JPMorgan Chase
08.2020 - Current
Process Analyst
Cognizant
10.2017 - 02.2020
HR Shared Services Ops Representative
Mindlance
09.2016 - 04.2017
Customer Service Professional
Answer First
05.2016 - 09.2016
Customer Service Associate
Fidelity
08.2015 - 05.2016
Customer Service
Adecco Staffing
05.2014 - 02.2015
Technical Support Coordinator
Verizon Wireless
03.2009 - 12.2013
Department Manager
Catapult Technology
04.2007 - 10.2008
MBA - Human Resource Management
American Intercontinental University
BBA - Business Management
Kennesaw State University
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