Summary
Overview
Work History
Skills
Timeline
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Jessica Wagner

Elk Grove

Summary

To obtain a position with a professional organization wherein my experience, strong communication, leadership skills, and commitment to quality service will have an impact upon its success.

Overview

21
21
years of professional experience

Work History

Customer Service Representative

Wolters Kluwer
10.2018 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Processed Bankruptcy, Litigation, Tax searches for all 50 States, International and County searches.
  • Processed Corporate searches (i.e. Articles of Incorporation, Certificates of Good Standing, Annual/Biennial Reports), for all 50 States, International and County searches.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.

Office Coordinator

Soundscapes Electric
05.2017 - 08.2018
  • Interacted with customers by phone, email, or in-person to provide information.
  • Process new Construction Billing
  • Create bid proposals

Accounts Receivable Specialist

Carle Foundation Hospital
03.2016 - 03.2017
  • Reviewed and reconciled patient accounts to resolve payment issues with insurance companies
  • Assisted in clearing out work queues and lowering AR in reports
  • Provided high-level customer service to patients by answering any questions or concerns they may have encountered with the bills or insurance
  • Set up term insurance for patients

Customer Service Representative

Dicks Sporting Goods
10.2012 - 04.2015
  • Provided high-level customer service to in the store and over telephone
  • Processed all types of transactions, including cash-out all purchases/returns, credit card applications as well as offered extended warranty plans
  • Assisted Store Manager with day-to-day operations and preparations for the front end of the day
  • Processed opening and closing procedures for cash office that included counting down all register tills and making deposits for each till, counting the safe and making deposits for store
  • Backup Admin Assistant to Store Manager

Bank Teller/Front Desk

Valley First Credit Union
01.2011 - 10.2012
  • Provided high-level customer service to all members in branch and over telephone
  • Processed all types of transactions including deposits, withdrawals, cash advances, money orders, check cashing, printing statements, bond processing and discounted activity tickets
  • Processed stop payments for checks not cleared, lost/stolen checks and automatic withdrawals
  • Processed voluntary repossessions for customers surrendering their collateral
  • Provided back-up assistance to Member Service with document review and collection
  • Assisted Branch Manager with day-to-day operations and end of day closing documentation
  • Acted as liaison for customers with Collections, Accounting, and/or Special Services to mitigate issues
  • Produced Currency Transaction Reports (CTR's) for cash transactions that exceed $10,000 ensuring compliance was met with regulatory requirements

Branch Account Manager

CitiFinancial
03.2002 - 01.2009
  • Developed and produced general ledgers
  • Developed and produced daily sales reports
  • Consulted with customers to determine appropriate loan products, (i.e. Real Estate or Personal), meeting 95% of monthly targets; add on sales as appropriate
  • Produced, maintained and audited all related loan and title documentation
  • Assessed customer needs and provided options for insurance (i.e. unemployment, disability, and life)
  • Monitored collection for delinquent accounts and established a plan of action that included payment arrangements, refinancing, adjustment of term or payments, after deferment
  • Acted as Interim Branch Manager working with District Manager to establish and monitor weekly goals, collaborating with staff to ensure goals are met and coordinated staff meetings
  • Monitored and audited daily branch deposits and ensured cash drawer was balanced

Skills

  • Microsoft SharePoint
  • Process Transactions
  • Receiving Support
  • Service Standard Compliance
  • Multi-Tasking and Time Management
  • Attention to Detail
  • Customer Service , Consultation and Upselling
  • Finance and Underwriting

Timeline

Customer Service Representative

Wolters Kluwer
10.2018 - Current

Office Coordinator

Soundscapes Electric
05.2017 - 08.2018

Accounts Receivable Specialist

Carle Foundation Hospital
03.2016 - 03.2017

Customer Service Representative

Dicks Sporting Goods
10.2012 - 04.2015

Bank Teller/Front Desk

Valley First Credit Union
01.2011 - 10.2012

Branch Account Manager

CitiFinancial
03.2002 - 01.2009

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Jessica Wagner