Jaylah McCants
Charlotte,NC
Summary
Compassionate and detail-oriented professional with a strong background in customer service, client support, and team leadership. Experienced in managing client relationships, maintaining accurate documentation, resolving issues efficiently, and working collaboratively across departments. Proven ability to handle sensitive information, coordinate services, and ensure positive outcomes. Seeking a Case Manager position where I can apply my interpersonal, organizational, and problem-solving skills to support client well-being and program success.
Overview
4
4
years of professional experience
Work History
Client Service Lead
Walmart
10.2023 - 07.2025
- Managed front-end operations, supporting over 15 staff members while ensuring positive client (customer) experiences.
- Resolved escalated concerns with empathy and efficiency, maintaining a 95% resolution success rate.
- Tracked client service metrics, documented incident reports, and collaborated with leadership to improve service delivery.
- Maintained confidentiality and promoted inclusive support practices across all customer interactions.
Assistant Manager/Client Service Coordinator
Rainbow Clothing Store
08.2022 - 10.2023
- Supervised a team of 10+ associates, improving team efficiency and reducing shift coverage gaps by 20% through strategic scheduling and coaching.
- Resolved an average of 15+ customer issues per day, ensuring a 95% customer satisfaction rate through prompt and professional service.
- Assisted in increasing monthly store sales by 12% through effective merchandising, upselling techniques, and team motivation.
- Managed daily cash deposits averaging $5,000–$8,000, ensuring 100% accuracy and compliance with company financial procedures.
- Maintained inventory records for 2,000+ SKUs, reducing stock discrepancies by 30% through consistent audits and staff training.
Loan Service Specialist
Advance America
01.2021 - 08.2022
- Processed and approved an average of 25–30 loan applications per week, ensuring all documentation met state and federal compliance standards.
- Verified customer information, credit reports, income, and employment history to determine loan eligibility and minimize risk.
- Maintained 100% accuracy in data entry for customer records and loan contracts, reducing errors and delays in processing.
- Provided financial guidance and support to clients, helping over 100+ customers monthly understand loan terms and repayment options.
- Collaborated with branch managers and underwriting teams to expedite loan approvals, improving turnaround time by 15%.
Education
High School Diploma -
Rock Hill Highschool
Rock Hill, SC06-2019
Skills
- Client assessment and intake
- Care coordination
- Treatment and service planning
- Active listening
- Conflict resolution
- Cultural sensitivity
Timeline
Client Service Lead
Walmart
10.2023 - 07.2025
Assistant Manager/Client Service Coordinator
Rainbow Clothing Store
08.2022 - 10.2023
Loan Service Specialist
Advance America
01.2021 - 08.2022
High School Diploma -
Rock Hill Highschool
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