Jack A.

Conley

Atlanta, GA

708-***-****

aduxre@r.postjobfree.com

Skills

System administration

Salesforce

Java

Confluence

Zendesk

Jira

CRM

Outlook

Microsoft Suite

Google Suite

iOS

Avaya

Experience

Present

Partner Solutions Specialist/ Fiserv, Inc, Marietta, GA

Settled complicated merchant disputes maintaining service level agreement of 24-48hrs

Liaison between external clients and internal departments

Composed equipment and software request

Controlled improvement efforts in issue tracking and reporting

Structured gateway and terminal data

Operated risk analyst monthly appointment calendar for merchant assessment

Verified merchant transaction processing records

Audited partner residual payout discrepancies

2019-2021

SR. Personal Banker/ BMO Harris, Naperville, IL

Surpassed monthly referral goal, increasing personal and team goals by 6%

Answered 60+ inbound calls with an Average Handle Time of 300 seconds

Improved the number of banking services used per customer by 2%

Acting administrator in the absence of the supervisor

Collated detailed level of knowledge of retail products and services and non-retail products

Launched suggestion survey project decreasing staffing retention by 3%

Coached and mentored incoming trainees raising production goal by 1% 2018-2019

UK Final Resolutions Specialist/ Enova International, Chicago, IL

Led team in daily accounts worked, increasing the team’s performance by 4%

Instrument arrangements for repayment for customers in hardship and financial difficulties

Retorted inquiries, requests, and suggestions using multi-channel solutions, increasing process flow by 2%

Systemized workforce management tasks and follow-up procedures

Host weekly team huddles to discuss goals, performance, and improvements 2

2017-2018

Customer Care Associate/ AT&T, Chicago, IL

Responded to 50+ inbound/ outbound calls daily while ensuring an Average Handle Time of 5 minutes

Prearranged service appointments for customers

Resolved customer grievances via email, increasing team performance goal by 1.5%

Diagnosed mobile, hand-held, and internet devices, reducing contrivance errors

Followed up with customers regularly on services scheduled and payments due, increasing customer satisfaction by 3%

2016-2017

Universal Banker/ Standard Bank & Trust, Frankfort, IL

Delivered quality, accurate, and timely customer service involving daily processing of financial transactions in a retail environment

Prepared daily sales reports with a breakdown of daily sales, branch, and individual staff productivity

Facilitated branch open and closure procedures, increasing availability goal by 2%

Performed daily opening procedures and accommodated requests for consumers, and non-consumers 2013-2015

Teller Supervisor/ Bank Financial Orland Park, IL

Established branch operational procedures guaranteeing branch compliance at 100%

Administered bank transactions ranging from deposits, withdrawals $,10,000+, bonds, foreign currency, vault cash, and employee cash box

Collaborated with tellers in exceeding accounts opened goal by 3%

Expanded number of bank services used per customer by 2%

Performed daily reconciliation of cash for four tellers, vault, and ATM

Aided tellers in daily transactions and granted supervisor override authority for higher value transactions

Sustained customer experience through face-to-face interaction, community involvement, and customer service initiatives

Exceeded monthly sales goals increasing branch sales goal by 4%

Budgeted branch deployment and supplies

Created weekly schedules for tellers, meeting staffing goal of 100%

Conducted weekly team meetings to discuss branch goals and needs

Operational assistant to branch manager

Education

Cybersecurity/ Moraine Valley CC, Palos Heights, IL

Phi Theta Kappa Member

Business Admin / East-West University, Chicago, IL

Contact this candidate