Results-Driven Customer Service & Admin Leader

Patricia L. Jerold

Experienced Business Professional

*********@******.***

Mobile: 315-***-****

Customer satisfaction service expert. Results-oriented professional with over 10 years of experience in relationship mgt.. finance and team leadership. Proven ability to manage complex tasks while ensuring accuracy in high-pressure environments. Eager to leverage strong organizational capabilities and welcomed interpersonal skills to contribute to a team driven-focused environment.

Key Skills and Abilities:

• Exemplary customer service acumen and exemplary business administration experience.

• Multi-industry results oriented. Data analysis, technology systems, medical and banking systems.

• Key financial management skills and Government employment training accreditations.

• Self-starter requires limited direction. Problem solver, team player, dedicated work ethic.

• Track record as a major performance results driven employee, consistent - Five Diamond Service Award Recipient.

Work Experience:

Remet Corporation- Customer Service.

Taking orders, generating quotes, processing payments, and maintaining customer/sales records in ERP/CRM systems.

Managing customer accounts, addressing concerns, identifying upsell/cross-sell opportunities, and ensuring high satisfaction

Defense Finance and Accounting Service (DFAS) – Contract Representative. 07/24 – 03/25

Presented, maintained and authorized key OLTP data critical to military personnel. Supported major security standards required for authentication and troubleshooting for complex customer service needs.

Secured reputation as an outstanding contributor in government regulated and highly controlled operations.

Optimum Health Care – Digital Assistant Contract Focal Point. 04/2024 to 07/2024

Managed medical electronic indexing system key to major institution’s vital records department.

Promoted from contracting company to transition role for new onboarding agency assignment due to honed skills.

Bank of New York Mellon – Sr. Loan Associate, Global Operations. 09/2022 to 03/2024

Supplied major financial coordination services for high end transaction processing systems.

Daily reconciliation of monetary funds representing a base net value of over a million dollars daily.

Coordinated with multiple departments to ensure settlements are completed with accuracy and due diligence.

Trained on new systems to expand knowledge base while assisting multiple teams to complete complex goals.

Championed learning new processes daily to assist team and augment production system workflow.

AAA Northeast – Lead Customer Service Representative. 02/2014 to 08/2022

Coordinated all customer needs requiring critical care services. Facilitated resolution for urgent issues with major attention to immediate problem resolution. Break fix problem system champion. Supervisory training roles as a designated subject matter expert in field. Key contributor to department heads for reporting metrics and exceeding goal attainments.

Awarded 5 Diamond Service Excellence Award year over year for outstanding performance.

Bank of America – Sr. Banking Representative. 02/2010 to 05/2013

Customer Account Specialist. Trouble shooting client issues. Effectively handled high call volume efficiently and accurately in fast paced complex environment. Promoted to Sr. leadership role due to resolution of customer issues and outstanding services.

Resolved on-line technology problems while managing major financial transactions.

Education:

High School Diploma at Proctor School, NY.

Multiple other training and technology system accreditation(s) in customer services industry.

Other Interests: Thrives with achieving excellence and exceeding performance expectations. Aquatic sports and canine enthusiast.

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