Customer Service Support Specialist

Jonika Tims

Charlotte, NC 980-***-**** **********@*****.***

Professional Summary

Dynamic Customer Service and Client Support Specialist with over 10 years of experience across financial services, technology, and telecommunications. Skilled in resolving complex client issues, onboarding new accounts, and providing technical troubleshooting with professionalism and care. Recognized for handling high-volume inquiries (150+ daily), maintaining compliance, and building strong client relationships. Dedicated to delivering solutions that enhance customer satisfaction and drive organizational success.

Core Skills

Customer Support & Conflict Resolution Technical Troubleshooting & Escalations Financial Account Onboarding & Compliance Call Center & Chat Support (High-Volume) ATM/Network Operations Monitoring Payment Processing & Account Management Strong Verbal & Written Communication Relationship Building & Problem-Solving

Professional Experience

ATM Operations Network Analyst Bank of America – Charlotte, NC 03/2022 – Present

• Support a national network of ATMs through proactive monitoring, dispatching, and issue resolution.

• Manage sensitive issues involving cash loss, security, and property damage with minimal risk.

• Collaborate with vendors and internal departments to ensure operational efficiency.

• Utilize advanced communication tools to assess, diagnose, and resolve technical issues.

Account Onboarding Specialist Vanguard – Charlotte, NC 01/2020 – 03/2022

• Opened new retirement and brokerage accounts, ensuring compliance with regulations.

• Guided clients through significant life changes requiring account adjustments.

• Processed payments and transactions efficiently for both new and existing accounts.

• Partnered with clients to identify financial goals and deliver personalized solutions.

Customer Service Representative Connection Mobility – Gastonia, NC 07/2018 – 01/2022

• Handled inbound and outbound calls, resolving service and billing inquiries.

• Maintained detailed customer records to support quality assurance.

• Oversaw account management, ensuring accuracy and timely resolutions.

• Built positive customer relationships, enhancing loyalty and retention.

Education

Bachelor of Science in Accounting

Harrison College – Oklahoma, USA 2015

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