Customer Service Case Management
Resume:
Jamais Taylor
Milwaukee, WI *****
**************@*****.***
Willing to relocate to: Katy, TX - Dallas, TX
Authorized to work in the US for any employer
Work Experience
Uber/Lyft Driver
Milwaukee, WI
January 2024 to Present
• Safely operated a variety of vehicles, including cars, vans, and trucks, to transport passengers or goods
• Followed all traffic laws and regulations to ensure compliance and prevent accidents
• Performed routine vehicle inspections before each trip to identify any maintenance issues or potential hazards
• Demonstrated excellent navigation skills using GPS systems or maps to find the most efficient routes for delivery destinations
• Communicated effectively with dispatchers, customers, and team members to coordinate deliveries and resolve any issues that arose during transportation
• Maintained cleanliness inside the vehicle by regularly cleaning the interior surfaces
• Maintained a high level of professionalism while representing the company during interactions with customers
• Adapted quickly to changing road conditions or weather situations to maintain safe driving practices Probation and Parole Officer
Department of Community Corrections-Milwaukee, WI
December 2024 to August 2025
• Provided individual and group counseling to clients, addressing a wide range of social and emotional issues
• Developed personalized treatment plans for clients based on thorough assessments and evaluations
• Conducted home visits to assess living conditions and provide support to families in crisis situations
• Implemented evidence-based interventions to address specific client needs and promote positive outcomes
• Maintained accurate documentation of client progress, treatment plans, and case management activities
• Worked closely with law enforcement agencies during investigations involving vulnerable populations
• Enforced laws and regulations to ensure public safety and order
• Investigated incidents, collected evidence, interviewed witnesses, and prepared detailed reports
• Assisted in the apprehension of suspects by using appropriate force when necessary
• Testified in court proceedings as a witness for criminal cases that I was involved in investigating or responding to
Fraud Analyst
PNC Bank/National City Bank-Remote
June 2023 to October 2024
• Perform data analysis and investigations to detect and prevent fraudulent activities within the organization.
• Utilize various tools, systems, and data sources to identify patterns, trends, and anomalies indicative of fraud.
• Collaborate with cross-functional teams to collect information and develop fraud prevention strategies.
• Conduct risk assessments and analyze customer profiles to assess potential fraudulent behavior.
• Document findings and generate reports, while also implementing fraud prevention protocols.
• Stay updated on emerging fraud trends and industry best practices.
• Possess strong analytical skills, attention to detail, and critical thinking abilities.
• Protect the organization's reputation, financial assets, and customer trust by effectively preventing fraud.
Intake Specialist/ Outreach Specialist
Equus Workforce Solutions-Milwaukee, WI
March 2024 to August 2024
• Spearheaded talent engagement activities, outreach campaigns, and intake processes remotely
• Built and maintained relationships with potential candidates and partners during travel
• Managed intake procedures effectively while working from different locations
• Collaborated with various teams to streamline talent engagement strategies and overall process Customer Service Representative
PNC Bank/National City Bank-Remote
August 2021 to June 2023
Previous role still within company : Branch Banker III, May 2020; current role: August 2021 Customer Service Rep II
• Provide splendid customer services to customers in a friendly and courteous manner at all times
• Have sufficient knowledge about the banking products and services and respond to all inquiries accordingly
• Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay
• Ensure that all the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
• Inform and suggest new banking products to customers
• Provide information to customers on their account status and account balances
• Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction
• Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions
• Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
• Ensure that customers’ confidential information is properly protected and only used for official purposes
• Be involved in performing some financial related transactions
• Channel complex customer complaints and challenges to the right quarters for effective resolution
• Continuously update skill by participating in professional trainings, go for courses as instructed by management and be willing to contribute acquired knowledge to the development of the back. Branch Banker III
PNC Bank/National City Bank-Milwaukee, WI
May 2020 to August 2021
• Acquires and deepens the branch customer base through a variety of proactive sales and service activities. Manages the customer experience by identifying opportunities to improve the customer's financial wellbeing. Collaborates with ecosystem partners to grow customer's share of wallet. Positions PNC solutions to drive new revenue and customer loyalty.
• Drives proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement, ultimately elevating client loyalty. Delivers a full PNC conversation with every client interaction to identify appropriate PNC solutions. Leverages ecosystem partnerships as well as community Centers of Influence to acquire, expand and retain relationships.
• Creates customer loyalty and grows customer share of wallet through a differentiated customer experience. Performs lobby engagement activities to connect with customers and position PNC products to meet their needs. Educates customers on options for managing financial transactions by leveraging technology, tools and resources.
• Applies product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty.
• Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits. Demonstrates a heightened scrutiny to identify and avoid loss. Participates in branch daily operations, ensuring they are completed in an efficient and accurate manner. Universal Banker
TOWN BANK-Milwaukee, WI
July 2018 to April 2019
The Universal Banker provides personalized banking services by performing all teller functions as well as those of a personal banker while maintaining friendly and positive relationships with customers and coworkers. Responsibilities Include:
• Operate a teller drawer to serve customers and bank personnel in lobby or drive up. Promptly and professionally answer incoming calls and route calls appropriately. Cross-sell products and services aligning with customer needs. Onboard customers in accordance with the bank’s program. Adhere to all security procedures established to ensure safety for employees and customers. Make approvals and exceptions to policy as appropriate and within authority. Recognize potential fraud and report to management as necessary.
• Assist with training and ongoing development of teller staff as needed. Assist tellers with problem resolution as needed. May be responsible for bank opening/closing. Perform daily office responsibilities and tasks such as account transactions, account maintenance and customer correspondences.
• Supports the bank’s Community Reinvestment Act Program through participation in community and bank events as well as involvement in local organizations. Server/Waiter
NorthShore Country Club-Mequon, WI
November 2017 to July 2018
Attends members in private club by performing duties, such as the following: Takes orders for food and beverages and serves members in dining room or clubrooms, Brings cards, chips, amusement devices, candies, tobacco, and other articles as requested, Places orders for clubroom reservation, Delivers telephone, telegraph, and personal messages, Removes card tables, sweeps and dusts furniture and woodwork, vacuums rugs, and otherwise keeps rooms and halls clean. Up sell the newest additions of menu food and drink items.
Sales Representative
US Cellular/More Mobile-Germantown, WI
March 2017 to October 2017
Customer Service Representative is the one tasked to assist customers at all time concerning their questions and complains. Makes reports of the said complaints and forwards it to the supervisor for further actions. Provide customers valuable information regarding the store products and merchandise. Relationship banker
TCF Bank-Milwaukee, WI
June 2015 to February 2017
Responsibilities
On a daily basis I provide great customer service in a quick, efficient, and friendly manner. I am sure to cross sell customers, and inform them about all the different products we have to offer. I assist with all customer issues and do my best to ensure that the customers issue are resolved. I also help in making sure that the branch stays clean and presentable.
Accomplishments
I am able to move and learn at a quick and fast pace. I have gotten some experience on what a supervisor does and how to go about certain situations.
Education
High school diploma
Nathan hale high school-West Allis, WI
2009 to 2013
Accounting (Associate)
Matc-Milwaukee, WI
Skills
• Customer Service
• Loan origination
• Trainer
• Law Enforcement
• Upselling
• Restaurant experience
• Customer support
• Leadership
• Quickbooks (1 year)
• Microsoft (10+ years)
• Medical terminology
• Medical Terminology (1 year)
• Bartending
• Data Entry
• Management
• Outbound Sales
• Bank Teller
• Customer service
• Supervisor (2 years)
• Cash Handling
• Microsoft Excel
• Computer skills
• Cash management
• Surveillance
• Computer Skills
• Typing
• Excel (2 years)
• Time Management
• Cashier
• Serving
• Banking
Certifications and Licenses
Accountant
Present
Associates in Accounting
Accounting Assistant
Present
Certified accounting assistant
NMLS
March 2019 to Present
NMLS # 1856989
Driver's License
Licensed Esthetician
April 2023 to March 2025
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