Customer Service Quality Assurance

Sonya L Jackson

**** ****** ** *******, ** *****

Cell: 901-***-****

OBJECTIVE

To obtain a position that enables me to maximize my multi-layer of management skills, quality assurance, training experience, and customer service.

EMPLOYMENT

LOAN SPECIALIST YEARS EMPLOYED (2007 - Present)

Shelby County Federal Credit Union Memphis, TN

Responsibilities include maintaining a good knowledge of credit union lending policies and procedures and the laws of regulations covering consumer lending. Provide general information to members regarding all credit union lending programs. Responsibilities also include approving and denying credit. Performing a variety of support duties related to the lending function within the credit union. Assembling and verifying loan documents for accuracy. Inputting and updating loan data into credit union computer system.

TRAINING SPECIALIST YEARS EMPLOYED (2005 - 2007)

First Tennessee Bank Memphis, TN

Responsibilities include the coaching, developing, and assisting of staff in problem solving and resolution processes. Also monitoring and coaching of employee performances towards career goals. Responsibilities also include working with management team to develop and implement process improvement strategies. Also to provide additional support to other employees on escalated issues and acts as a resource for procedural questions. Responsibilities include developing, preparing, and maintaining the employee handbook. Also responsible for achieving individual, team, and company goals, and extensively involved in the selection, interviewing, and training of new candidates.

BILL PAYMENT/ACCOUNTING SPECIALIST YEARS EMPLOYED (2005 - 2006)

First Tennessee Bank

Recorded transaction, created productivity reports monthly for year end audits. Followed up with various department managers to ensure action plans based on auditors observations were carried out. Assigned lead role in month-end close, reviewed journal entries to ensure accuracy and posted to the General Ledger, prepared and reviewed financial statements to identify actual to budget variances. Reconciled various cash accounts, performed analysis and reconciliation of assigned balance sheet accounts Conducted internal audits, prepared reconciliations of deposits, and audited general ledger accounts.

FULFILLMENT OPERATIONS SPECIALIST/CIF YEARS EMPLOYED (2004-2007)

First Tennessee Bank Memphis, TN

Responsibilities include providing internal and external client support for all incoming banking online implementations and research transactions, which include all duties necessary to fulfill requests. I provide support for various banking online and business customers in their day-to-day operational set-ups and needs. Responsibilities also include assisting both internal and external customers with resolutions in all aspects of their banking relationships.

OPERATIONS MANAGER YEARS EMPOLOYED (1999-2004)

First Tennessee Bank Memphis, TN

Responsibilities include the overseeing of staff performance, performance evaluation, progressive discipline, mediation of disputes and grievance procedures in accordance with company guidelines. I was responsible for all operational aspects of the financial center and managing of all tellers, and focused on the retention and the development of future leaders. I was responsible for controlling the technical performance of the center by limiting operational risks by exercising good judgment, when reviewing transactions and by developing decision-making skills in the employees. To ensure that teller transactions are completed accurately and efficiently. To master skill levels in audit functions and understand the importance of maintaining operational controls. To support and direct customer service effort of the center. And, by communicating effectively with the team and model proactive problem solving with both internal and external customers.

EDUCATION

BUSINESS ADMINISTRATION YEARS ATTENDED (1999-2001)

Christian Brothers College Memphis, TN

SKILLS

Proficient with internet and a variety of PC software applications

Ability to be an innovative thinker and initiates process improvements

Ability to work in coordination and cooperation with others

Ability to read, interpret, and retain a wide variety of information

Complete understanding of the Banking Industry

Proficient with Microsoft and Excel

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