Jasmine Richards
Ruther Glen
Summary
Professional with strong background in service delivery and client management. Skilled in problem-solving, process improvement, and customer support. Known for fostering team collaboration and driving results. Flexible and reliable, with expertise in communication, time management, and adaptability.
Overview
14
14
years of professional experience
Work History
Quality Services Specialist II
Navy Federal Credit Union
11.2019 - Current
- Collects and analyzes data from monitored results
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Trained new team members, sharing best practices and ensuring consistent service standards across the department.
- Subject Matter Expert for Real Estate Lending and Written Communications
- Facilitates and hosts Feedback Sessions, Training, Onboarding Sessions, and Forums
- Assists in the development of policies and procedures related to quality
- Proficient in Microsoft platforms and Quality Monitoring programs
- Proficient knowledge of Verint, AQM, and Speech Analytics
- Diversity and Inclusion Champion
Relationship Manager
Bank of America
06.2017 - 11.2019
- Top Relationship manager
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
- Strengthened client relationships by actively listening to their needs and providing tailored financial solutions.
- Received several awards for maintaining a perfect customer satisfaction score
- Successfully completed in Development for Management Course
- Consumer account servicing
- Complied with government and bank regulations
- Mentor and Coach team members
Retail Banker II
Woodforest National Bank
01.2015 - 01.2017
- Vault Custodian
- Account Servicing
- Teller Services
- Fraud Prevention
- Branch Marketing Team
Sales Associate
The Home Depot
01.2011 - 01.2015
- Top Sales Associate
- Remain informed on continuous promotions
- Custom orders, inventory and installs
- Point of Sales transactions
Education
High School Diploma -
Caroline High School
05-2010
Skills
- Customer support
- Workflow management
- Service delivery optimization
- Process improvements
- Attention to detail
- Multitasking and organization
Timeline
Quality Services Specialist II
Navy Federal Credit Union
11.2019 - Current
Relationship Manager
Bank of America
06.2017 - 11.2019
Retail Banker II
Woodforest National Bank
01.2015 - 01.2017
Sales Associate
The Home Depot
01.2011 - 01.2015
High School Diploma -
Caroline High School
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