Home Agent Call Center
Resume:
Zannie Rhodes Bradley
Houston, Texas
************@*****.***
Professional Summary
Friendly, experienced employee interested in a remote position that allows me to contribute my vast knowledge of corporate ethics and analytics to an established organization. I possess skill of effective communication, both written and verbal. Employee and data management while working independently.
Employment History
JP Morgan Chase Bank 2001 to Present
Houston, Texas
Account Specialist IV
●Monitor and manage client financial statements
●Lead team projects and presentations while collecting data and reports
●Provide tech support for Chase online banking systems through chats and in person
●Complete account transfers
Team Champion (Lead) for Business Online Technical Support
●Assisted bankers with escalated calls
●Monitored to ensure calls are handle efficiently provide feedback to bankers for immediate improvement
●95% of the time apply skills for optimal team productivity
●Analyze and resolve complex issues related to customers account
●Assisted research and corporate internet group partner with technical issue
●Worked with business partners to identify cost savings
Relief Unit Manager (Home Agent)
Business and Consumer Online Technical Support Team
●Managed a team of 15 employees
●Develop and monitor customer service training expectations while assisting specialist with direct feedback
●Monitor calls for quality and coaching purposes
●Conducted weekly, monthly team meetings
●Participated in the monthly and quarterly closing
●Completed interviews for applicants and new hires
●Worked on team members end of the year ratings and reviews
●Identify training opportunities and deliver appropriate coaching to new bankers that promote success
●Assist and support Unit and branch Managers with knowledge building activities for bankers
●Participate in site, division and team level projects and duties
●Reviewed time sheets for accuracy for payroll before approval
Business Online Technical Support Specialist
●Extensive trouble shooting of products and services offered by Chase.
●Quick Deposit expertise
●Quick pay
●Team lead for 30 specialist
Telephone Banker with Online Service Specialty
●Maintain call center guidelines and metrics
●General consumer banking, customer service and technical support for front line inbound call center
●Provide problem resolution to customers
●Customers satisfaction focus
Consumer Telephone Banker I-III
Assisted customers over the phone with balancing their checking and savings account
Accounts receivables for Mortgage accounts
Research FHA VA Auto loans
Transferred funds from one account to another at customers request
Sold products offered by Chase to benefit the customer
Southwestern Bell Telephone 1998 to 2000
Houston, Texas
Customer Service Supervisor
●Made 90 or more outbound call center to collect overdue accounts and retain accounts
●Sold products to customers that would benefit their relationship with the company
●Assigned accounts over 120 days past due to collection agency for further collection
●Managed 10 to 15 employees
●Trained new hire employees on entry level collecting procedures
●Reviewed daily collection reports to assess performance
●Approved time sheets
●Research customers accounts and resolved problems
Education
University of Houston, Business Houston, Texas
Incarnate Word Academy High School. Houston, Texas
Skills
Microsoft office
Sap certified
Workday
Effective communication skills
Experience in fast paced environment
SAP
Contact this candidate