Channel Callands
Jonesboro,GA
Summary
Enthusiastic Senior Customer Service Representative with more than [8] years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
State Farm Mutual Automobile Insurance Company
08.2022 - Current
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Engaged clients in person and over phone to answer questions and address complaints.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Processed, scheduled and executed customer orders for new and established customers.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Deputy Sheriff
Fulton County Sheriff's Office
02.2022 - 05.2022
- Enforced compliance with legal statutes and procedures, conducting inmate interviews and documenting activities, incidents, and operational reports
- Facilitated judicial processes by serving legal documents such as warrants and subpoenas, and ensured accuracy of judicial records and inmate documentation
- Coordinated with judiciary and law enforcement professionals to maintain security protocols, respond to emergencies, and optimize departmental operations through constructive feedback.
- Organized criminal documents such as logs, records, reports, and agendas to streamline processing and improve traceability.
- Patrolled designated areas in patrol vehicle and on foot to identify security and safety issues.
- Managed over 150 inmates daily.
- Utilized clear communication and interpersonal skills to build relationships with citizens.
- Conducted searches of individuals, vehicles and premises.
Correctional Officer III
Clayton County Sheriff's Office
02.2021 - 10.2021
- Directed daily detention operations, ensuring effective inmate supervision, security, and adherence to established disciplinary protocols
- Maintained accurate records, including incident reports and inmate classification documents, and oversaw the secure processing of inmate property during intake and release procedures
- Contributed to staff development by designing and facilitating training programs on sensory modulation techniques to mitigate stress and trauma among correction officers.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Observed and supervised inmates throughout visits, mealtime, recreation, phone calls, and showers.
- Managed over 300 daily
Armed Custom Protection Officer
G4S
08.2019 - 08.2020
- Maintained operational security by effectively patrolling, monitoring, and overseeing premises, ensuring the safety of both customers and employees
- Addressed and resolved security incidents promptly, providing comprehensive incident reports and consistently delivering accurate daily activity logs
- Controlled access to the property through diligent verification of visitor documentation and employee identification, while also responding to alarms and surveillance system alerts to prevent unauthorized entry.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
Correctional Officer I
City of Atlanta Corrections
03.2018 - 06.2019
- Maintained facility security by conducting patrols and searches, documenting daily operations, and identifying potential safety hazards or unauthorized individuals
- Oversaw training and management of staff to uphold safety protocols and ensured secure environment for inmates, personnel, and visitors
- Managed crisis situations effectively through prompt incident reporting and skilled verbal de-escalation techniques in various security levels, including maximum- and minimum-security units.
- Booked new inmates into facility and processed inmates for release.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
Call Center Supervisor
Atlanta Public School Systems
03.2015 - 03.2018
- Oversaw resolution of customer issues, ensuring increased client satisfaction and fostering business loyalty
- Coordinated professional development meetings and updated staff on organizational processes to maintain operational excellence
- Delivered on-the-job training for new employees and conducted performance evaluations to bolster team efficiency and reduce operational downtime.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed process controls and metrics for daily management of call center.
- Supervised [15 reps] [Transportation specialist] in providing excellent customer service to callers requiring assistance for [routes] and [mechanical] issues.
Education
High School Diploma -
New Life Technical Academy
Atlanta,GA06.2013
Skills
- Microsoft Office
- Administrative Support
- Organizational Skills
- Written/Verbal Communication Skills
- Team Player
- Account Management
- Call Control
- Conflict Management
- Escalation management
- Call center experience
- Complaint resolution
- Customer Support
- Live chat support
Certification
- AED Certification
- First Aid Certification
- CPR Certification
- Armed Security License
- Guard Card
- BLS Certification
Timeline
Senior Customer Service Representative
State Farm Mutual Automobile Insurance Company
08.2022 - Current
Deputy Sheriff
Fulton County Sheriff's Office
02.2022 - 05.2022
Correctional Officer III
Clayton County Sheriff's Office
02.2021 - 10.2021
Armed Custom Protection Officer
G4S
08.2019 - 08.2020
Correctional Officer I
City of Atlanta Corrections
03.2018 - 06.2019
Call Center Supervisor
Atlanta Public School Systems
03.2015 - 03.2018
- AED Certification
- First Aid Certification
- CPR Certification
- Armed Security License
- Guard Card
- BLS Certification
High School Diploma -
New Life Technical Academy
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