Customer Service Call Center

Loni Banks

*******.**@*****.*** 313-***-**** Detroit, MI

SUMMARY

Dedicated professional seeking a role as an Assistance Payment Worker, where I can leverage my extensive customer service experience, strong analytical skills, and commitment to accuracy in supporting individuals and contributing to the organization's success.

WORK EXPERIENCE

JPMorgan Chase Detroit, MI Account Specialist Sep 2022 - Sept 2024

• Managed a diverse portfolio of client accounts at JPMorgan Chase, ensuring accurate transaction processing, resolving inquiries and issues promptly, maintaining up-to-date account records, and providing exceptional customer service to strengthen client relationships and support financial objectives. Robert Half Contractor Detroit, MI Cobra Ins Analyst Jan 2022 - Jul 2022

• Analyzed and interpreted complex data sets using statistical tools to provide actionable insights and support strategic decision-making for various clients across multiple industries while working as a Data Analyst at Robert Half Contractor.

Robert Half Contractor Detroit, MI Unemployment Insurance Examiner/ Customer Service Agent Aug 2020 - Dec 2021

• Assisted applicants with understanding requirements, application procedures, and legal rights, ensuring accurate dissemination of information and compliance with policies.

• Conducted routine interviews to certify recipient eligibility for continued benefits, contributing to the integrity of the benefits system.

• Investigated suspected fraud or abuse cases within the Unemployment Insurance system, safeguarding company and customer data while providing exceptional customer support. Rock Connections/Quicken Loans Detroit, MI Client Communication Specialist Jul 2019 - Mar 2020

• Managed high-volume outbound communication, averaging 800 calls daily, to gather client information for home mortgage inquiries, ensuring accuracy and completeness of data in BFG and LOLA software systems. • Conducted thorough client needs assessments to identify appropriate loan products and property types, facilitating effective transfers to qualified bankers for further processing.

• Maintained responsibility for a range of administrative tasks, including document scanning, faxing, and filing, while adhering to strict confidentiality protocols for sensitive client information. DTE Energy Highland Park, MI Customer Service Advocate Mar 2018 - Jun 2019 • Researched and resolved a high volume of customer billing inquiries, employing SAP software to efficiently address and satisfy customer requests.

• Managed payment processing for credit/debit and check transactions while concurrently maintaining effective communication to de escalate customer concerns and initiate service reinstatements. EDUCATION

Macomb Community College Warren, MI

Associates of Arts, Psychology

December 2018

Detroit Technology High School High School Diploma Diploma June 2006

CERTIFICATIONS

Honors Society, Detroit Technology 2006

Dean's List, MCC 2007, 2011, and 2014

SKILLS

Customer Service • Attention to Detail • Sales • Administrative Tasks • Computer Literacy (including but not limited to MS Office Suites, Sap, CRM Software, WebRTC/Omni) • Highly Adaptable • Remote worker • Empathic • Critical Thinking and Solutions Development • Communication and Writing Skills • Engaged Listener • Technical Proficiency • Comprehensive • Flexible • Versatile

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