Customer Service Research Analyst

Jacquelyn Clowers

**** ************ **.***** ****, Florida 34288 ● 716-***-****

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SUMMARY OF QUALIFICATIONS

Offering extensive, diverse experience in various fields of employment

Dedicated to providing quality customer service

Ability to listen, communicate effectively and quickly establish rapport

Compliance with all OSHA safety and traffic rules and regulations

Able to maintain confidentiality

Enjoys contributing to a team effort and creating a positive work environment

Able to work with diverse populations

Computer skills: Microsoft Word, Excel, In-House Software, Internet, E-Mail

EXPERIENCE

Transpo Bus Service LLC, Tonawanda, New York (2/2015-1/2023)

Terminal Manager

Managed daily operations for high volume terminal by leading a staff/80 employees, including but not limited to payroll, safety, routing, dispatching, charters, manpower planning

Performed Human Resource duties including hiring process, training & development, coaching, counseling to separation process

Revamped operations of a terminal which had no prior manager guidance

M & T Bank-Larkin Square, Buffalo, New York (3/2012-2/2015)

Research Analyst Specialist

Accountable for assisting the Centralized Compliance department in order to ensure adherence to State and Federal regulatory compliance with the Bank Secrecy Act, USA PATRIOT Act and OFAC ensuring M&T Bank Corporation knew its customers and could anticipate their activity

Performed exceptional processing and research, and customer due diligence requirements

Assisted in resolution of complex issues and in the timely collection of COD information by researching systems and coordinating with branch personnel

OTHER RELEVANT EXPERIENCE

American Coradius International, LLC, Account Manager

Resolved outstanding/delinquent mortgages

Provided excellent customer service and created positive rapport with customers while establishing arrangements/resolution to delinquent mortgage accounts

We Care Transportation, Manager I-Bus Division

Surpassed revenue goals in four consecutive quarters/Charter Program, increased profits by developing, initiating, and managing Charter Program

Managed team of 30 professional bus drivers/aides

Reduced and controlled expenses by routing buses/charters and billing

EDUCATION AND TRAINING

Kensington High School, Graduate

United States Air Force Academy, Graduate-Inventory Control Management

MILITARY

United States Air Force, Honorable Discharge

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