Brandi Jessie
Tucson
Summary
Results-oriented Customer Service Representative with a strong background in resolving inquiries and enhancing service delivery. Skilled in complaint resolution, data management, and fostering positive customer relationships. Known for effective communication, problem-solving, and adherence to compliance standards, contributing to improved customer satisfaction and retention. Eager to leverage expertise in a dynamic team to support organizational goals.
Overview
19
19
years of professional experience
Work History
Customer Service & Support Representative
PNC Bank
Tucson
01.2022 - Current
- Resolved customer complaints by employing effective communication and problem-solving skills, enhancing customer satisfaction.
- Assisted customers with account inquiries and transaction issues.
- Educated clients on banking products and services tailored to their needs.
- Managed customer interactions using PNC Bank's CRM software efficiently.
- Collaborated with team members to enhance service delivery processes.
- Built sustainable relationships with customers through open communication.
- Ensured compliance with applicable laws and regulations related to customer service activities.
- Handled escalated customer concerns in a professional manner.
- Followed up with customers after their initial contact with the company.
- Adhered to company policies regarding privacy and data protection regulations.
- Utilized problem-solving skills when responding to complex inquiries from customers.
- Reviewed existing procedures related to customer service processes regularly.
- Resolved customer issues in a timely manner, ensuring customer satisfaction.
- Provided customer service support for incoming inquiries and requests via telephone, email and chat.
- Suggested solutions to customers on how to use products efficiently.
- Analyzed customer feedback to identify areas for improvement in customer service processes.
- Offered advice on additional services or products that may be beneficial to customers' needs.
- Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
- Exceeded performance and quality standards by consistently meeting customer support objectives, contributing to overall service excellence.
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Shared knowledge with team to foster growth and collaboration.
- Analyzed customer complaints and service trends to identify and address systematic issues, improving service delivery.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Senior Processing Specialist
Chase Bank
Indianapolis
06.2018 - 01.2022
- Processed customer transactions efficiently and accurately.
- Reviewed and verified documentation for compliance with regulations.
- Trained new staff on operational procedures to enhance team efficiency.
- Collaborated with teams to improve processing workflows.
- Resolved customer inquiries and issues promptly and effectively.
- Conducted quality checks to ensure accuracy and compliance in processing tasks.
- Established and evaluated performance objectives and benchmarks.
- Ensured all customer data was kept secure according to company policy.
- Provided guidance and training to junior staff members on processing techniques and procedures.
- Developed strategies for improving processing efficiency by streamlining processes and procedures.
- Entered data into spreadsheets, documents and databases with high accuracy rate.
- Transferred written information into databases to maintain consistent, accurate client records and project details.
- Identified data entry errors and corrected mistakes to achieve near-perfect accuracy in data sets.
- Obtained scanned records and uploaded into company databases.
- Maintained detailed logs of data entry projects to identify improvement areas and streamline workflows.
- Researched and obtained further information for incomplete documents.
- Sifted through large quantities of data and accurately transferred necessary information to electronic spreadsheets.
- Shared incomplete and deficient data sets with supervisors for resolution.
- Determined appropriate databases for completed documents and transferred files electronically.
- Kept detailed notes during meetings and relayed information to co-workers through email.
- Managed incoming calls and provided dedicated support to key clients consistently.
Cash Room lead
Brinks Cash Logistics
Indianapolis
08.2007 - 06.2018
- Proposed innovative ideas and solutions that improved team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Collaborated with team members to achieve project objectives and meet deadlines effectively.
- Worked with cross-functional teams to achieve goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Leveraged advanced technical skills to troubleshoot complex problems and implement effective solutions.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Utilized various software and tools to streamline processes and optimize performance.
- Oversaw inventory levels and organized supplies to maintain material availability.
- Operated a variety of machinery and tools safely and efficiently.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Education
High School Diploma -
Penn Foster High Scool
Online03-2026
Skills
- Customer service
- Complaint handling
- Customer service excellence
- Customer focus
- Inbound call answering
- Call center operations
- Incoming call management
- Call management
- Communication skills
- Verbal and written communication
- Written communication
- CRM software
- Data management
- Data analysis
- Report generation
- Tracking and documentation
- Data privacy regulations
- Compliance knowledge
- Remote technical support
- Problem-solving
- Problem solving
- Decision-making
- Multitasking
- Task prioritization
- Organization and recordkeeping
- Attention to detail
- Training and mentoring
- Team collaboration
- Collaborative team player
- Team building
- Professionalism
- Reliability
- Goal setting
- Documentation development
- Issue and resolution tracking
- Microsoft Windows and Office
- Inventory procedure documentation
Timeline
Customer Service & Support Representative
PNC Bank
01.2022 - Current
Senior Processing Specialist
Chase Bank
06.2018 - 01.2022
Cash Room lead
Brinks Cash Logistics
08.2007 - 06.2018
High School Diploma -
Penn Foster High Scool