Jacenta Richardson
Charleston
Summary
Detail-oriented professional with extensive experience in customer service and branch operations. Recognized for effective time management and problem-solving abilities, contributing to improved customer loyalty and team performance.
Overview
19
19
years of professional experience
Work History
Branch Banker
PNC Bank
07.2024 - 05.2026
- Assisted clients with account inquiries, providing tailored solutions and improving customer satisfaction.
- Educated customers on banking products and services, driving engagement and product adoption.
- Collaborated with team members to achieve branch goals, fostering a supportive work environment.
- Conducted our weekly risk/operations meeting
- Processed reports to maintain our branch operation activity manager
- Practices ethical sales behaviors in accordance with the banks core values of integrity and honesty
Customer Care Advocate
Verizon
04.2007 - 08.2023
- Conducted regular follow-ups to ensure resolution of issues and maintain customer loyalty.
- Efficiently navigated through billing system to provide accurate information to the customer.
- Provide an excellent customer experience on every call while leading in my monthly statistics targets.
- Most balanced representative with many teams, contributing overall success of my workgroup.
- Document issues and develop customer service solutions.
Support Coordinator
Verizon
08.2018 - 11.2018
- Great attention to detail to de-escalate customers from escalated calls.
- Great at problem solving and critical thinking to create win-win results for the customer and company.
- Provided support to other customer service agents through chat as well as supporting my team in the absence of my supervisor.
- Multi-task and manage a heavy workload in a fast pace environment.
- Administered coaching that aid in development of each representative on my team.
Transition Assistant/Support Coach
Verizon
07.2015 - 10.2015
- Assisted in the development of training materials for new software implementations.
- Facilitated trainings and activities for new hires to learn about the business in order to succeed.
- Provided support for new employees and developed them through positive & constructive feedback.
- Provided employees with new business information and current stats every day during morning huddle, team debriefs, and/or daily emails.
- Motivated employees to perform their best and aided them with their questions or challenges faced.
Education
No Degree - School of Computer, Mathematics, & Natural Science
Morgan State University
Baltimore, MD06.2006
High School Diploma -
Montour High School
McKees Rocks, PA06.2002
Skills
- Cash handling proficiency
- Branch operations
- Banking product sales
- Account updates
- Client onboarding
- Time management
- Problem-solving abilities
- Multitasking Abilities
- Organizational skills
- Effective communication
- Planning and coordination
- Analytical thinking
Timeline
Branch Banker
PNC Bank
07.2024 - 05.2026
Support Coordinator
Verizon
08.2018 - 11.2018
Transition Assistant/Support Coach
Verizon
07.2015 - 10.2015
Customer Care Advocate
Verizon
04.2007 - 08.2023
No Degree - School of Computer, Mathematics, & Natural Science
Morgan State University
High School Diploma -
Montour High School