Customer Service Management

Yaasira Jones

**** ****** ****. ***, ********* Hts., OH 44147

216-***-****: *******.*****@*****.***

Profile

An accomplished, results-driven professional with over 8 years experience in customer service,

leadership, relationship management, and training. An extremely organized individual with

proven ability to work well with service partners across all channels of an organization.

Summary of Skills

Microsoft Office Suite Process/Procedures Development

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Lotus Notes Training & Facilitation

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Raisers Edge New Hire Onboarding

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Peoplesoft Interviewing & Employee Coaching

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Learning Management Systems Event Planning

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Project Development & Coordination

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Professional Experience

HR Program Coordinator, PNC Bank N.A., Cleveland, OH

October 2011 - Current

• Manage projects related to the growth of the program from new hire on-boarding to graduation.

• Develop training curriculums through role as Learning Management System instructor.

• Facilitate virtual trainings for employees at remote locations through WebEx sessions.

• Coordinate week-long in-person trainings for over 150 employees per year.

• Coordinate networking events between employees and corporate leaders.

• Communicate program policies, deadlines, and corporate changes to employees.

• Manage program budget by reviewing weekly employee expenditures and quarterly reports leading

to a $20,000+ annual savings.

• Support program documentation through data collection, database maintenance, and report

generation.

Funds Transfer Representative, PNC Bank N.A., Cleveland, OH

March 2008 - October 2011

• Compiled weekly reports containing production metrics and employee performance statistics.

• Developed operational procedures and peer coached employees to process improvements.

• Reconciled general ledger accounts and ensured daily balancing of electronic financial system.

• Demonstrated excellent customer service by accessing financial information to resolve 100+ daily

customer inquiries and non-routine issues.

• Monitored transactions and advised business partners to avoid negative customer impact.

• Collaborated with the U.S. Office of Foreign Asset Control to ensure 500+ daily transactions

complied with governmental sanctions, policies, and regulations.

Environmental Services Office Assistant, Cleveland State University, Cleveland, OH

January 2006 - March 2008

• Transfer student transcripts into electronic records based on completed college courses.

• Managed supply requests and purchase orders to stock inventory from over 100 vendors.

• Organized 450+ employee files leading to a 60% advancement in the filing system.

• Executed marketing projects that increased department visibility within the University.

Education

Cleveland State University, Bachelors of Business Administration December 2009

Community Involvement

United Way Young Leaders, Volunteer

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Grow Up Great School Readiness Program, Volunteer

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PNC Recognizing Emerging Professionals, Communications Co-chair

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