Ariyanna Jefferson
Clarksville
Summary
Customer-focused Customer Service Representative with 2+ years of experience in fast-paced environments, delivering remote support via phone, email, and chat. Consistently maintained a 95%+ customer satisfaction rating and reduced average resolution time by 20% through proactive problem-solving. Skilled in de-escalation, CRM platforms (e.g., Zendesk, Salesforce), and managing high-volume inquiries—handling up to 60+ tickets daily. Recognized for strong communication, empathy, and ability to build rapport in virtual settings while exceeding performance metrics.
Overview
2
2
years of professional experience
Work History
Remote Customer Service Associate
Xfinity
11.2024 - Current
- Company Overview: Comcast - Remote
- Handled an average of 75+ inbound calls per shift, assisting customers with billing inquiries, service issues, and product support, achieving a 97% customer satisfaction rating.
- Resolved 85% of customer issues on the first contact, reducing repeat call volume and improving operational efficiency.
- Maintained an average call handle time of 6 minutes, exceeding team benchmarks while maintaining high-quality service.
- Achieved monthly performance metrics for call quality, empathy, and adherence, consistently ranking in the top 10% of the remote team.
- Upsold and upgraded customer packages and services, contributing to an average of $8,000 in monthly additional revenue.
- Played a key role in reducing customer churn by 15%, by identifying retention opportunities and offering personalized solutions.
- Utilized Xfinity’s CRM and knowledge base tools to resolve complex issues, ensuring 100% accurate documentation and follow-up.
- Trained and mentored 5+ new remote agents, resulting in faster onboarding and a 25% improvement in new hire performance.
- Participated in company-led pilot programs for chat and video support, offering feedback that contributed to a 20% improvement in digital channel customer satisfaction.
- Recognized by supervisors with 'Customer Hero' award (Q4 2023) for resolving a high-impact service outage case and retaining a high-value client.
- Comcast - Remote
Customer Service Representative
Concentrix
10.2023 - 11.2024
- Company Overview: Remote
- Handled high-volume inbound calls, chats, and emails, resolving customer inquiries, billing issues, and technical support needs with an average 97% customer satisfaction score.
- Delivered clear, empathetic support while following strict communication scripts and compliance guidelines across various client accounts.
- Maintained accurate and detailed records using CRM tools such as Salesforce and Zendesk, ensuring 100% adherence to documentation standards.
- Met or exceeded key performance indicators including Average Handle Time (AHT), First Call Resolution (FCR), and Call Quality Scores, consistently ranking in the top 10% of team performance.
- De-escalated customer complaints with professionalism, leading to a 15% reduction in supervisor escalations over 6 months.
- Participated in regular training sessions to stay updated on client products, systems, and processes, enhancing overall service delivery.
- Collaborated with team leads and peers to share best practices and contribute to a positive remote team environment.
- Remote
Education
High School Diploma -
Westcreek High School
Clarksville, TennesseeSkills
- CRM Software Proficiency (eg, Salesforce, Zendesk, Freshdesk)
- POS System Operation
- Microsoft Office Suite (Word, Excel, Outlook)
- Data Entry and Typing (eg, 50 WPM)
- Live Chat Support
- Phone Etiquette and Call Handling
- Order Processing and Tracking
- Knowledge of Help Desk Tools
- Email Support Management
- Troubleshooting and Technical Support
- Multichannel Communication Management
- Basic Product Knowledge Training
- Complaint Documentation and Escalation
- Ticketing Systems Management
- KPI Tracking and Reporting
- Active Listening
- Empathy and Patience
- Clear Verbal and Written Communication
- Problem-Solving
- Conflict Resolution
- Attention to Detail
- Emotional Intelligence
- Adaptability
- Team Collaboration
- Time Management
- Positive Attitude
- Stress Management
- Dependability
- Customer-Centric Mindset
- Critical Thinking
Timeline
Remote Customer Service Associate
Xfinity
11.2024 - Current
Customer Service Representative
Concentrix
10.2023 - 11.2024
High School Diploma -
Westcreek High School
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