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Customer Service Manager

Dallas, TX
April 18, 2016

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Passion Stewart

**** ** **** ***

San Antonio Texas 78229


To bring my current experience to an organization where I may both contribute and gain additional experiences.

Employment History

Assistant Manager, Lockaway Storage, August 2015- February 2016. My responsibilities as assistant manager included daily property check to ensure the property was clean and secure. Also I had duties of completing weekly collection calls to delinquent tenants. I also was able to provide guidance as to what unit size is a prospective client will need and show the available units that were ready for newmove ins. I also was responsible for having a balanced cash drawer daily as well as maintaining cleanliness on the property and within the office. I worked independently by myself 95% of the time. I also have the responsibilities of completing weekly deposits. I provided outstanding customer service to each customer to ensure satisfaction in return they would provide reviews on their experience with the company and my assistanceI was responsible for ordering inventory and stocking inventory and receiving shipments for tenant as well. I was team player as well as an independent worker.

Quality Specialist II, JP Morgan Chase, December 2012- January 2015. My responsibilities as a Quality Specialist were monitoring calls within the Retail call center on a daily basis to ensure each Telephone banker is providing accurate information and great customer service. While providing coaching to better the customer's experience and assist the specialist within gaining knowledge on how to better their calls. In addition to monitoring calls, I also was responsible for leading monthly meetings with my team that consisted of 10 other individuals. I ensured that they were all aware of any policy changes or department changes. I also worked directly with Project Managers to test new systems to ensure a better experience for both the customer and the bankers. I also had the opportunity to lead and organize calibrations between our different sites to ensure each site was calibrated on ideas as well policies and procedures.

Telephone Banker III, JP Morgan Chase, March 2011-December 2012. Working as an Online Tier III banker/ Senior Service Specialist, I am responsible for assisting customer, non-customers, branch bankers, and internal bankers. Helping customers walk through, assisting with bill pay, chase access, password resets, pfm issues, helping customers with day to day situations. Assisting bankers I provide additional help if the banker is not able to locate an answer through "chase answers". When a call needs to be escalated the situation arises that a customer is not completely satisfied, I am able to handle the calls in a professional and customer friendly forward way.

Telephone Banker II, JP Morgan Chase, April 2010-March 2011. My duties were to assist customers with general online issues, helping navigating through online systems, reviewing bill payments, assisting customer to gain and regain access on website, providing all disclosure that are needed for legal purposes. While maintaining my personals and team goals which include sales, avg. handle time, schedule adherence and customer satisfaction that are required to meeting each month.

Telephone Banker I, Washington Mutual Corporation, d/b/a, JP Morgan Chase, April 2008-Present. Responsible for following guidelines and protecting customer privacy. When needed I am one of the few people who trains new hires, assist customers with active mortgages that are serviced through Washington Mutual Bank. Within the transition from Washington Mutual to Chase I began to take

(Telephone Banker I cont.) consumer retail calls assisting customer with there day to day transactions based on there DDA accounts. Providing customers with solutions and different benefits to provide the customer an overall better experience with myself as a customer service rep and the bank as a whole. When needed I was available to help my peers with different situations they may experience while assisting customers

Teller, Security Service Federal Credit Union, March 2007-Novermber 2007. Responsible for following specific guidelines and policies regarding financial transactions. These transactions included; Cash Handling, Balancing Cash Drawers, and Supplying an Optimal Customer Experience to each Customer. Required attention to detail, ability to follow strict guidelines and policies, exercising professional judgment, and organization skills.

Front End Supervisor, Hobby Lobby, March 2005- June 2007. Responsible for training new employees, inventorying and ordering front end supplies as needed, acting as a mediator for escalated customer concerns, balancing cash drawers and served as a cashier as needed.


Typing (approx. 50-60 WPM)


Cash Handling

Computer Skills


Active listening

Friendly customer service

Microsoft Office

Time management

Public speaking


Team Player

Works well independently


Radio Television Broadcasting, 2006-2007. San Antonio College Medical Coding Certification Program, 2007- 2008. Tech Skills References Available Upon Request

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