Akira Jackson
Harvest,AL
Summary
Experienced Customer Support Representative with a strong background in delivering exceptional customer satisfaction and fostering long-term loyalty. Demonstrated success in resolving complex issues, managing accounts, and implementing service process improvements.
Overview
6
6
years of professional experience
Work History
Member Services Representative
Accenture
11.2021 - Current
- Identifies prospective clients through leads and referrals.
- Schedules client meetings.
- Performs follow-up calls as needed.
- Prepares insurance proposals and conducts periodic policy reviews.
- Collecting credit card payments for insurance policy.
- Gather sensitive information by building rapport to advise on insurance coverage that aligns with customer needs.
QA Analyst
TPG Telemanagement
08.2020 - 07.2021
- Enhanced product quality by identifying and rectifying defects in the production process
- Executed root cause analysis to address and resolve production issues, ensuring continuous operations
- Reduced operational downtime by implementing effective corrective measures post-analysis
Customer Support Representative
Alorica
12.2018 - 07.2020
- Managed a high volume of inbound and outbound calls, securing a 96% customer satisfaction rate through effective communication and timely issue resolution
- Developed and maintained comprehensive product knowledge, facilitating efficient troubleshooting and customer support
- Resolved intricate customer inquiries and complaints, resulting in a 15% reduction in complaint rates and contributing to increased customer loyalty
Education
High School Diploma - General Studies
Columbia High School
Huntsville, AL05.2017
Timeline
Member Services Representative
Accenture
11.2021 - Current
QA Analyst
TPG Telemanagement
08.2020 - 07.2021
Customer Support Representative
Alorica
12.2018 - 07.2020
High School Diploma - General Studies
Columbia High School