Mrs. J.B. Justice

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

Coosada, AL 36020

334-***-****

ad0fle@r.postjobfree.com

WORK HISTORY

June 13, 2022 – October 12, 2023

Hancock Whitney Call Center Customer Service Advisor 3 My responsibilities were but not limited to answering overflow of business and personal banking calls, assisted agents with procedures and protocols. Agents would transfer supervisor calls to me for assistance. I helped with fulfillment duties which included end of the day batches that were generated in the call center.

March 1, 2018 – June 13, 2022

Hancock Whitney Call Center Customer Service Team Lead My responsibilities were but not limited to supporting and overseeing customer service associates on a daily basis in all facets and provide direction provide direction to associates on escalations, workflow and any time needed to fulfill their obligations (sick leave, vacation and personal). Provided support to supervisors and managers with training, scheduling, adherence, attendance monitoring and ongoing development of contact center associates to achieve or exceed the service level agreement. Identified opportunities for process improvement, helped with departmental projects and monitored contact center metrics and producers on a regular basis. Delegated assignments of daily work tasks for the contact center team and ensured tasks work completed. Motivated and maintained high morale and engagement of the contact center teams. Suggested ways to improve, reinforce procedural changes and ensured all communication of departmental policies and procedures. Assisted with the training of new hires.

December 5, 2011 – March 1, 2018

Hancock Whitney Call Center Customer Service Advisor 1. My responsibilities included but not limited to providing five-star customer service, technical service for e-banking, text banking and e-pay to customers via telephone. Recommend the appropriate problem-solving resolution, service, or department as necessary for further assistance and/or call resolution concerning customer inquiries, complaints, or difficulties. Provided dispute resolution for debit and atm transactions and reporting lost/stolen checks cards. Identified customers financial needs informed and recommended financial services/products via telephone. Provided a one stop resolution for customers via telephone. I represented Hancock Whitney in a positive manner. I took escalated calls as a supervisor.

December 01, 2009 – April 1, 2012

Soltice Laboratory My responsibilities were but not limited to data entry, researching, correcting and rebilling claims. Liaison between doctors offices and the lab. Daily responsibilities were subject to change depending on the need of direct supervisor.

December 01, 2002 – December 1, 2009

Laboratory of America (Labcorp) My responsibilities were data entry, researching, correcting and rebilling claims. Liaison between doctors offices and the lab. Daily responsibilities were subject to change depending on the need of direct supervisor.

March, 1997 – June, 1999

Thompson Insurance My responsibilities were researching driving records and office clerical duties.

March, 1996 – March, 1997

Regions Mortgage Insurance Clerk responsibilities were data entry, researching, verifying coverage and renewals

January 1996 – February, 1996

Kelly Temps Clerical clerk at McConnell Honda scheduled assigned work to mechanical team, invoiced work details, received payments, and balanced drawer after shift ended.

March 1993– May, 1995

Bergen Brunswig Contract Administrator responsibilities included but not limited to maintaining contract, receiving and keying data. Decreased chargebacks for million dollar customer by 85%. Correlated relationship between buying groups, vendors, and corporate office.

EDUCATION

Auburn University of Montgomery 1982

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