Aakira Rogers
Jacksonville,FL
Summary
Dynamic Customer Service Representative with proven expertise at Concentrix, excelling in conflict resolution and relationship building. Recognized for enhancing customer loyalty through empathetic complaint handling and upselling strategies. Skilled in Microsoft Excel and active listening, consistently exceeding performance metrics and transforming challenges into positive customer experiences.
Overview
2
2
years of professional experience
Work History
Quartermaster
US Navy
12.2024 - Current
- Established robust contingency plans to mitigate potential risks associated with supply chain disruptions.
- Conducted regular audits on stock levels, identifying discrepancies and resolving issues promptly.
- Collaborated with department heads to forecast demand accurately, ensuring adequate stock levels at all times.
- Spearheaded the adoption of new technologies for inventory management, streamlining processes, and reducing manual labor requirements.
- Checked and replenished inventory to maintain optimal operations.
- Implemented quality control measures to maintain high standards of equipment maintenance and repair services.
- Updated logs, coordinated documents and wrote detailed reports.
- Followed and helped enforce safety regulations for different ship equipment, systems and work areas.
- Directed crew members cleaning, maintaining and painting or varnishing various ship areas.
- Supported ship navigation by inspecting, testing and aligning equipment for proper operation.
Customer Service Representative
Concentrix
07.2024 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
Airport Ramp Agent
Prospect
01.2023 - 04.2024
- Minimized damage to luggage and cargo by adhering to proper handling procedures at all times.
- Reduced flight delays by consistently maintaining punctual baggage handling and cargo loading processes.
- Cleaned airplanes between flights, sanitized lavatories, and seat trays as per company specifications.
- Upheld strict adherence to FAA regulations and safety protocols during all aspects of ramp agent duties.
- Contributed to a positive work environment by fostering teamwork among fellow ramp agents while executing tasks effectively.
- Facilitated on-time departures with quick and efficient turnaround times for incoming flights.
- Coordinated ground crew activities to complete objectives on schedule.
- Maintained clean and organized ramp areas for efficient workflow and improved safety conditions.
- Provided exceptional customer service to passengers, assisting with luggage handling and addressing concerns promptly.
- Improved communication between ramp agents and other airport personnel through the use of radio equipment, hand signals, and other forms of communication.
Education
High School Diploma -
First Coast High School
05.2024
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Scheduling
- Team development
- Administrative support
- Microsoft PowerPoint
- Prioritization
- De-escalation techniques
- Quality control
- Customer education
Timeline
Quartermaster
US Navy
12.2024 - Current
Customer Service Representative
Concentrix
07.2024 - 12.2024
Airport Ramp Agent
Prospect
01.2023 - 04.2024
High School Diploma -
First Coast High School