Alexis Jackson
Mobile
Summary
Dynamic Customer Service Specialist with proven expertise at Conduent Remote, excelling in problem resolution and customer retention. Adept at utilizing CRM software to enhance service delivery and build rapport with clients. Recognized for effectively managing high-stress situations while maintaining professionalism, resulting in increased customer loyalty and satisfaction.
Overview
5
5
years of professional experience
Work History
Customer Service Specialist
Conduent Remote
08.2023 - Current
- Provided exceptional support to customers, addressing inquiries and resolving issues efficiently.
- Managed customer accounts, ensuring accurate record-keeping and timely updates.
- Collaborated with team members to streamline service processes and enhance customer satisfaction.
- Utilized CRM software to track interactions and maintain detailed customer communication logs.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Customer Service Representative
Get Insured Remote
11.2020 - 07.2023
- Managed customer inquiries via phone and email, ensuring timely resolutions.
- Assisted in navigating insurance options, providing clear information on policies.
- Documented customer interactions using CRM software to maintain accurate records.
- Collaborated with team members to improve response times and service quality.
- Resolved billing discrepancies, enhancing customer satisfaction and trust.
- Educated clients on coverage details, promoting informed decision-making.
- Handled escalated issues with professionalism, maintaining composure under pressure.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Murphy High School
Mobile, ALSkills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Excellent written and oral communication
- Telephone etiquette
- Complaint handling
- Problem resolution
- Customer retention
- Project management
- CRM software
- Call centers
- Data entry
- Computer proficiency
- Active listening
- Follow-up skills
- Clerical support
- Prioritization
- Product and service solutions
- Building rapport
- Call management
- Relationship building
- Critical thinking
- Product knowledge
- Live chat support
- Microsoft Office Suite
- Software CRM system proficiency
- Technical support
Timeline
Customer Service Specialist
Conduent Remote
08.2023 - Current
Customer Service Representative
Get Insured Remote
11.2020 - 07.2023
Murphy High School