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CYNTHIA JACKSON

Jacksonville, FL ***08 904-***-**** ad43tn@r.postjobfree.com linkedin.com/in/profile/ CONTACT CENTER SPECIALIST CUSTOMER SERVICE EXPERT TEAM LEAD

" Elevating Customer Experiences Through Strategic Leadership, Process Optimization, and A Deep Commitment to Service Excellence"

PROFILE SUMMARY

Proactive, results-driven professional with a dynamic experience in team leadership, talent development, and cross-functional collaboration. Leveraging skills in onboarding, training, and performance analytics, consistently promoting operational efficiency and stellar team outcomes in high-impact roles. Expertise extends to ensuring regulatory compliance, handling complex project management, and cultivating a solid commitment to stakeholder communication. Known for fostering a culture of innovation and continuous improvement, driving teams to adapt to industry trends, and delivering sustainable, long-term success. Equipped with a Bachelor's degree in Business Administration, aspiring to bring this wealth of experience to a strategic Human Resource leadership position to enhance further organizational culture, talent acquisition, and employee development. CORE COMPETENCIES

Human Resource Management Contact Center Operations Team leadership Customer service excellence Onboarding & Training Initiatives Effective Communication Skills Compliance & Regulatory Strategic Problem-Solving Financial Management

& budgeting Career Development Account Management Employee Engagement Employee Relations Cross-functional Collaboration Stakeholder Communication Process Optimization Special Project Management Escalation Management & Resolution Performance Management Data Reporting Workforce Analysis Performance Metrics & Analytics RELEVANT SKILLS

Onboarding & Training Initiatives – Demonstrated track record in facilitating training sessions that equip teams with the skills and knowledge required to excel in their roles, leading to improved operational efficiency and employee development. Performance Metrics & Analytics – Experienced in designing and implementing comprehensive performance metrics and analytics systems, resulting in informed decision-making and improved operational efficiency. Team Leadership – Skilled in talent development and performance management, consistently delivering exceptional team outcomes. PROFESSIONAL EXPERIENCE

Contact Center Specialist III – Team Lead Troy, MI Mar 2021 – Present Flagstar Bank

Oversee seamless onboarding by guiding new hires on communication software and navigating diverse job functions while collaborating on high-priority special projects assisting supervisors with training initiatives for new employees.

Conduct personalized one-on-one coaching sessions with agents and newcomers, elevating their proficiency in company procedures, systems, and software while managing shadow sessions for new hires to ensure optimal customer call resolution.

Supervise diverse call types, including Escrow, Tax, Payoff, PMI HELOC, and Consumer, aiming for maximum customer satisfaction.

Leverage a deep understanding of Flagstar procedures and advanced problem-solving abilities to identify and address customer concerns while executing intricate interest and product-related calculations to stakeholders, ensuring clarity and understanding.

Ensure documentation of customer feedback, emphasizing continuous improvement through the "Voice of the Customer" insights.

Champion strict adherence to federal, state, and local laws and regulations, ensuring the center's unwavering compliance.

Spearhead Special Projects, fortifying the bridge between supervisors and new hires during training phases.

Consistently achieved outstanding performance, earning recognition and appreciation from our Senior VP and culminating in a heartfelt thank-you letter for consistently exceeding performance standards on a monthly basis.

Attained full bonus payout through incentives by consistently surpassing standard performance requirements for agents, showcasing a strong commitment to excellence and results. Customer Service Representative Jacksonville, FL Dec 2017 – Dec 2020 Jacksonville Electric Authority

Orchestrated comprehensive account management, including setups, service transitions, and credit verifications, while implementing data-driven strategies and performance metrics to identify areas of improvement to ensure seamless customer experiences and long-term account retention.

Delivered timely outage reports and status updates while proficiently managing payment plans and diverse customer interactions, ensuring transparent communication and ultimately enhancing customer satisfaction and experience. Cynthia Jackson professional experience continued P a g e 2 2

Empowered customers with essential education on system applications and updates and adeptly channeled escalated situations to the appropriate department or personnel while implementing effective communication to ensure a seamless flow of information.

Linked customers with nonprofit resources, reflecting a commitment to community engagement and comprehensive support. Homemaker Jacksonville, FL Mar 2013 – Dec 2017

Stay-at-Home Parent

Organized daily household operations, prioritizing tasks to ensure a well-organized and efficient living environment for the family's well-being at the same time, cultivated a sustainable household budget, demonstrating keen financial acumen.

Seamlessly integrated medical care, nutrition, and social activities into family routines, promoting overall well-being and strengthening the bonds within the family to ensure holistic care and fostering a nurturing home environment. EARLIER CAREER EXPERIENCE

Team Lead / Customer Service Representative, Bank of America Coraopolis, PA Medical Billing Insurance & Coding Specialist, Fenner Physician Corporation Pittsburgh, PA EDUCATION, TRAINING & CAREER ADVANCEMENTS

Bachelor of Science, major in Business Administration Southern New Hampshire University, 2023

Associate of Science, in Healthcare Management

Ultimate Medical Academy, 2020

Medical Billing Insurance & Coding

Duff's Business Institute

TECHNICAL SKILLS

Medisoft Navient Microsoft Suite (Word, Excel, Note) 34 WPM Typing Speed

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