Customer Support & Online Banking Specialist
Resume:
SKILLS
Client Support: Data entry, Microsoft Outlook, Microsoft Word, Microsoft Excel, Conflict
resolution
Financial Services Operations: Customer service, Account management,
,
Transaction
processing Deposit services, Loan support
Jacqueline Wilson
Highpoint, NC 27265
336-***-**** *************@*****.***
PROFESSIONAL SUMMARY
Customer service professional handling deposit, lending, and online banking support for clients. Guides U.S. Bank Online Banking, resolves access issues through screen-share technology, and escalates complex cases when additional support is needed. Supports a Banking Customer Service Specialist scope through account management, specialist referrals, and calm de-escalation on stressful calls. WORK EXPERIENCE
CUSTOMER EXPERIENCE SPECIALIST 2022 to Current
USBank - Minneapolis, MN
Process 60 plus transactions daily for account and deposit requests while maintaining accurate data entry and documentation.
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Guide clients through U.S. Bank Online Banking, including password resets, enrollment, and new product offers.
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Assist customers with online access issues using screen-share support and troubleshoot platform navigation problems.
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Escalate unresolved online issues by filing cases and documenting support details for follow-up.
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De-escalate stressful calls and resolve customer concerns with clear communication and conflict resolution.
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Identify clients who need advanced services and refer them to wealth management or business banking specialists.
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CUSTOMER SERVICE AGENT 12/2021 to 02/2022
TTEC Progressive Insurance - Austin, TX
Handled 60 plus inbound calls per shift from policyholders, answering coverage questions and updating policies.
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Processed policy changes and renewals accurately while explaining next steps based on each customer's needs.
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Explained coverage options clearly and guided callers through available products and policy updates.
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Used Microsoft Outlook, Word, and Excel to document customer interactions and track follow-up details.
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CUSTOMER SERVICE REPRESENTATIVE 07/2021 to 12/2021 Direct Interactions (American Red Cross) - Seattle, WA Interviewed callers to assess immediate needs after home fires or local disasters and documented intake details clearly.
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Coordinated recovery services and managed emergency requests through the Red Cross case management system.
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• Documented client data and verified information to keep case files complete and current. CUSTOMER SERVICE REPRESENTATIVE 02/2021 to 12/2021 Direct Interactions ( Unemployment Assistance State of Ohio) - Seattle, WA Conducted telephone and in-person interviews to collect demographic data, work history, and separation reasons.
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• Explained program requirements and next steps based on customer needs. Helped claimants navigate weekly certifications and work-search activities using clear, accurate communication.
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CUSTOMER SERVICE AGENT 05/2020 to 02/2021
IFB Solutions - Winston-Salem, NC
Retrieve sensitive case files using personal information while maintaining accuracy and confidentiality.
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Track policy updates through Slack and company email to keep responses aligned with current guidance.
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Navigate company resource pages, internet tools, and FAQs to answer caller questions and needs.
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Schedule callback appointments for special issues and route follow-up conversations as needed.
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Follow supervisor schedules and work instructions while supporting consistent daily call coverage.
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SHIPPING CLERK/FINAL INSPECTOR 02/2018 to 10/2019 Ifb Solutions - Winston-Salem, NC
Reviewed and scanned prescription order information for accurate processing and shipment readiness.
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Verified prescription accuracy with a digital lensometer before releasing orders for shipment.
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Prepared orders for shipment to veterans and sites, coordinating timely handling and dispatch.
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Completed quality inspections for cosmetic defects and frame damage, redirecting defective products as needed.
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• Compiled end-of-day reports and served as final inspector for outgoing orders. CUSTOMER SERVICE REPRESENTATIVE 11/2015 to 10/2016 TRC Staffing - Greensboro, NC
Troubleshot cash machine and EMV keypad issues to restore register access and reduce downtime.
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Reset employee IDs and PINs for Cash Register access while answering calls in a professional manner.
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• Supported techs with registration of new fuel lines and related setup tasks. Handled data entry in Microsoft Excel and Word, then emailed district leaders and sent invoice copies to district offices.
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Coordinated invoice document distribution for Gilbarco and Napa Auto Parts with accurate printing and mailing support.
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CUSTOMER SERVICE REP 08/2011 to 10/2015
Sears Holdingll. - High Point, NC
Resolved customer inquiries by clarifying issues, correcting account details, and closing calls professionally.
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Sold, renewed, and canceled service contracts while explaining coverage options and next steps clearly.
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Researched customer needs to recommend appropriate service solutions and route requests accurately.
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Recorded appointments, refunds, and contract updates in Microsoft Outlook, Word, and Excel for accurate follow-up.
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Coordinated service and delivery scheduling while keeping customers informed on appointment details and changes.
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CUSTOMER SERVICE AGENT 2009 to 2010
Sitel Corp - Memphis, TN
Update customer files accurately through data entry and documentation using Microsoft Word, Microsoft Excel, and Microsoft Outlook.
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Enroll consumers and process renewals for the United Health Group contract while following HIPAA laws and procedures.
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Support callers with coverage questions and subsidy alternatives while clarifying medication costs, coverage gaps, and savings opportunities.
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Apply HIPAA procedures consistently to protect consumer information during file updates, enrollments, and renewal transactions.
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Document account details clearly to keep case notes current and support smooth follow- up on insurance questions.
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CUSTOMER SERVICE REP/FRONT DESK 08/1998 to 2001
Southwest Tennessee Community College - Memphis, TN Scheduled student appointments and maintained organized customer files and documents using Microsoft Outlook, Word, and Excel.
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Managed front desk administrative support for the Vice Provost and Business Administration offices through accurate data entry and documentation.
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Applied customer service and conflict resolution skills to handle walk-in and phone inquiries professionally and efficiently.
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EDUCATION
Southwest Tennessee Community College - Memphis, TN Associates Business Administration, 01/2001
• Certificate in Computer Software
• Business Essentials Course Guilford Technical 2019 PERSONAL INFORMATION
Title: Customer Service Representative
COMMUNITY SERVICE & VOLUNTEER WORK
Chaplain, Young Women Christian Council, Memphis, TN, 2003, 2008, Administrative support for Women's Ministry, Greater First United Baptist Church, High Point, NC, 2016-present
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