Altrevia Jackson
Marks,MS
Summary
Customer experience professional with a strong background in managing service operations, resolving escalations, and supporting omnichannel contact center environments. Skilled in leveraging data insights, ticketing systems, and cross-functional collaboration to enhance customer satisfaction and drive operational improvements. Known for delivering consistent results through clear communication, problem-solving, and a commitment to ethical practices and continuous learning.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
Conduent
Remote - Hamilton, NJ
02.2018 - 03.2025
- Manage high-priority service escalations, restricted account actions, and operational support issues.
- Utilize tools such as JIRA to escalate systemic issues and track resolution efforts.
- Communicate with clarity and empathy across digital and voice channels, following organizational communication standards.
- Conduct research and analysis across systems to deliver timely and accurate responses to complex customer issues.
- Support process improvement efforts by collecting customer feedback, analyzing trends, and recommending enhancements.
- Maintain thorough documentation of workflows, dependencies, and performance metrics to ensure operational efficiency.
Customer Care Representative
Amazon
Memphis, TN
05.2013 - 02.2018
- Handled incoming inquiries and escalations across contact center platforms, providing exceptional customer care.
- Collaborated with internal teams to implement best practices in service delivery and operational consistency.
- Tracked service trends and identified areas of improvement based on customer behavior and metrics analysis.
- Provided guidance on product features, promotions, and service options to enhance customer understanding and retention.
Education
Bachelor Of Science - Business Administration Organizational Management
Mississippi Valley State University
Itta Bena, MS05.2018
Skills
- Customer Experience & Support
- Escalation & Issue Resolution
- Contact Center Operations
- Data Analysis & Reporting
- Ticketing Systems (JIRA, Zendesk, Salesforce)
- Process Documentation & SOPs
- Root Cause Analysis
- Quality Assurance & Compliance
- Team Collaboration & Stakeholder Engagement
- Digital Tools
Timeline
Customer Support Specialist
Conduent
02.2018 - 03.2025
Customer Care Representative
Amazon
05.2013 - 02.2018
Bachelor Of Science - Business Administration Organizational Management
Mississippi Valley State University