MICHELLE JEFFERSON
Call Center / Customer Service
JACKSONVILLE,FL
Summary
Customer Service Representative with over 14 years of experience in managing customer inquiries and accounts in various sectors. Demonstrates strong skills in communication, problem resolution, and customer relationship management, enhancing satisfaction and loyalty. Committed to leveraging extensive expertise to drive service excellence and foster meaningful client interactions.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
25
25
years of professional experience
Work History
Remote Customer Service Representative
McKesson
09.2017 - 10.2024
- Pioneered novel claims management strategies, drastically reducing resolution times and enhancing overall service quality for McKesson customers.
- Spearheaded cross-functional customer education initiatives, preemptively addressing concerns and significantly improving service understanding.
- Collaborated with customers to enhance service satisfaction and retention.
- Resolved complex issues, boosting call center efficiency.
- Managed database entries, ensuring data accuracy and accessibility.
- Promoted services, driving increased sales and engagement.
- Maintained equipment, ensuring uninterrupted operations.
- Analyzed customer needs and implemented tailored solutions, leading to measurable improvements in retention rates and call center efficiency.
- Pioneered creative problem-solving approaches, developing alternative solutions for complex customer issues and establishing a more effective escalation protocol.
- Streamlined database management processes, ensuring data integrity and facilitating swift information retrieval, enhancing decision-making capabilities.
- Fostered a culture of continuous learning, actively participating in educational opportunities to enhance job knowledge and professional development.
- Proactively explored and implemented innovative solutions to customer problems, driving service satisfaction and contributing to increased sales.
- Optimized call center operations through data-driven problem-solving, resulting in measurable improvements in customer retention and service efficiency.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
FEW ID FRAUD /COSTCO/FEW DOSS AGENT
Citi
06.2015 - 09.2017
- Handle customer inquiries, resolving issues promptly to maintain high satisfaction levels.
- Implemented strategies improving claims management, enhancing resolution times.
- Educate customers on services, fostering understanding and reducing concerns.
- Collaborate with teams to streamline communication, boosting service efficiency.
- Manage customer relationships, ensuring compliance and effective problem-solving.
- Spearheaded cross-functional initiatives to educate customers, enhancing service understanding and preemptively addressing potential concerns.
- Pioneered creative strategies to boost customer satisfaction, yielding substantial improvements in service quality and responsiveness.
- Analyzed and streamlined communication processes, significantly enhancing service efficiency and overall customer experience.
- Provided comprehensive customer support, adeptly managing diverse queries and delivering tailored solutions to maintain high service standards.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
Education
DIPLOMA -
William M Raines Sr High School
Jacksonville, FL05.1989
Skills
- Customer Service
- Problem Resolution
- Account Management
- Sales
- Communication
- Order Processing
- Complaint Handling
- Call Center Operations
- Customer Relationship Management
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Remote Customer Service Representative
McKesson
09.2017 - 10.2024
FEW ID FRAUD /COSTCO/FEW DOSS AGENT
Citi
06.2015 - 09.2017
DIPLOMA -
William M Raines Sr High School
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