Customer Success Development Specialist
Resume:
Cynthia Jackson
Job Target
Jacksonville, FL 904-***-**** *****************@*****.*** linkedin.com/in/profile_link CUSTOMER SUCCESS LEADER TEAM DEVELOPMENT SPECIALIST CLIENT RELATIONSHIP EXPERT Strategic, results-driven professional with extensive experience optimizing customer experiences, streamlining operations, and leading high-performing teams in dynamic environments. Proven track record of exceeding performance metrics, earning recognition for surpassing organizational goals, and delivering impactful process improvements that enhance customer satisfaction and retention. Expertise in onboarding, training, and coaching team members to achieve operational excellence while ensuring strict compliance with regulatory standards. Strong collaborator with a history of leveraging customer insights and advanced technical tools to resolve complex inquiries and elevate service quality. Equipped with Master’s in public administration and certifications in leadership and emotional intelligence, demonstrating commitment to professional growth and operational success. Core Competencies
Customer Experience Optimization Team Coaching and Development Training Program Design Onboarding Process Management Conflict Resolution and Problem-Solving Customer Feedback Analysis Cross-Functional Collaboration Regulatory Compliance Management Process Improvement Initiatives Escalation Management Relationship Building and Retention Key Performance Indicator (KPI) Achievement
Operational Efficiency Enhancement Customer Insights Service Quality Supervision Communication Software Proficiency Documentation and Reporting Service Transition Management Community Engagement Support Business Process Alignment Professional Experience
Flagstar Bank Troy, MI
Engagement Relation Specialist III, Team Lead January 2021 – Present
Guide new hires through seamless onboarding processes, providing hands-on training in communication software, job functions, and organizational systems to ensure a smooth transition and readiness for role-specific responsibilities.
Conduct one-on-one coaching and manage shadowing to elevate team proficiency in procedures, systems, and customer call resolution.
Supervise diverse customer interactions for exceptional service quality, including Escrow, Tax, Payoff, PMI HELOC, and Consumer inquiries.
Apply problem-solving skills to address complex customer concerns, perform detailed calculations, and deliver clear resolutions.
Document customer feedback through "Voice of the Customer" insights, driving process improvements and enhance customer satisfaction.
Establish consistency in performance across multiple operational areas and earning recognition as a Subject Matter Expert (SME).
Ensure strict compliance with federal, state, and local regulations, maintaining operational integrity and adherence to legal requirements.
Earned consistent recognition from the Senior VP, including a formal thank-you letter, for surpassing monthly performance standards.
Achieved full incentive bonus payouts by consistently exceeding standard performance metrics and demonstrating exceptional results. Jacksonville Electrical Authority Jacksonville, FL Client & Product Service Specialist II December 2017 – January 2021
Guide new hires through seamless onboarding processes, providing hands-on training in communication software, job functions, and organizational systems to ensure a smooth transition and readiness for role-specific responsibilities.
Managed comprehensive account services, including setups, service transitions, and credit verifications, while utilizing performance metrics to identify areas for improvement and implementing solutions to enhance operational efficiency.
Provided accurate outage reports and updates, facilitated payment plans, maintained transparent communication, and resolved inquiries to enhance customer satisfaction and ensure a seamless service experience.
Educated customers on system applications and updates while resolving escalated situations by redirecting issues to appropriate personnel.
Fostered community engagement by providing holistic support through customer connections with non-profit resources.
Ensured job aids and instructional guides are updated, supporting team members with current and accurate tools for service resolution.
Contributed to service improvements by providing customer insights and coordinated letter approvals with business units. Earlier Career Experience
Client & Product Relation Specialist I, Bank of America Pittsburgh, PA Leveraged consultative problem-solving and advanced technical tools to address complex customer inquiries, resolve account discrepancies, and enhance satisfaction by streamlining operations, ensuring regulatory compliance, and fostering cross-functional collaboration to improve processes and deliver exceptional service outcomes. Cynthia Jackson Professional Experience Continued… 2 P a g e
Education & Certification
Master of Science, Public Administration, Southern New Hampshire University Manchester, NH Bachelor of Science, Business Administration, Southern New Hampshire University Manchester, NH Associate of Science, Healthcare Management Ultimate Medical Academy Clearwater, FL Duff’s Business Institute Certification, Medical Billing Insurance & Coding Coaching vs. Mentoring Certificate
Leading vs. Managing Certificate
Emotional Intelligence Certificate
Technical Skills
Microsoft Office Suite (Word, Excel, PowerPoint)
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