Darreshia Jackson
Customer support specialist 229-389-7448
Cordele,GA
Summary
Results-driven Online Chat Specialist promoting ways to improve customer engagement. A relationship-builder and multitasking professional Looking for the next amazing opportunity utilizing great skills in customer service in busy environment. Motivated customer service professional with proven record of building dynamic relationships and retaining clients. Highly effective in coaching peers while demonstrating exemplary communication skills. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Fraud CHAT Specialist
Macy’s
08.2022 - Current
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Assisted team leader with coaching and mentoring of new employees.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Handled inbound customer chat conversations from various websites.
Customer Service Specialist
Apple
11.2020 - 08.2022
- Resolve customer complaints via phone, email, mail, or social media
- Assist with placement of orders, refunds, or exchanges.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
Customer Relations Specialist
Nationwide Insurance Company
01.2019 - 10.2020
- Manage large amounts of incoming phone calls
- Identify and assess customers’ needs to achieve satisfaction
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Logged call information and solutions provided into internal database.
Education
Bachelor's degree - Psychology
University of Phoenix-Online
High School Diploma - undefined
Southfield Lathrup High School
Southfield, MI2013
Skills
- Team Building
- Documentation and reporting
- Corporate branding initiatives
- Issue escalation
- Customer services
- Merchandise Orders and Exchanges
- Customer Data Confidentiality
- Account Changes
- Team Goals
- Customer Service
- Sales Quota Achievement
- Customer Engagement
- Patient Profiles
- Business Development
- Writing Skills
- Livechat Messaging
- Billing Procedures
- Professional Relationships
- Client Needs Assessment
- Support Services
- Information Updates
- Credit Card Transaction Processing
- Money Orders
- Understanding Customer Needs
- Call Volume and Quality Metrics
- Special Orders
- Conflict Resolution Techniques
- Prioritization Skills
- POS Systems and Ordering Platforms
- Quality Assurance Evaluation
- Research
- Customer Education
- Performance Goals
- Past Due Account Management
- Call Centers
- Outbound Calls
- Customer Loyalty
- Telephone Etiquette
- Billing Adjustments and Refunds
- Microsoft Office
- Order and Refund Processing
- Client Satisfaction
- Online Chat
- Customer Relationship Management (CRM) Software
- Policy and Procedure Adherence
- Corporate Policies and Procedures
- Communications Support
- Problem Resolution
- Accounts Payable and Accounts Receivable
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Customer Experience
Timeline
Fraud CHAT Specialist
Macy’s
08.2022 - Current
Customer Service Specialist
Apple
11.2020 - 08.2022
Customer Relations Specialist
Nationwide Insurance Company
01.2019 - 10.2020
Bachelor's degree - Psychology
University of Phoenix-Online
High School Diploma - undefined
Southfield Lathrup High School
Work Preference
Work Type
Full TimeContract WorkPart TimeWork Location
RemoteOn-SiteImportant To Me
Career advancement401k matchTeam Building / Company RetreatsFlexible work hoursWork from home optionPersonal development programsSimilar Profiles
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