Dayyah Jackson
Jacksonville,FL
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. 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
7
7
years of professional experience
Work History
Member Service Representative
Navy Federal Credit Union
12.2023 - 05.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
Assistant Call Center Supervisor
Solera
09.2017 - 12.2019
- Enhanced team communications with regular meetings, feedback sessions, and performance reviews.
- Championed process improvements that led to increased efficiency across all aspects of the call center''s daily operations.
- Assisted with recruiting efforts, conducting interviews, and making hiring recommendations for new team members.
- Ensured compliance with company policies and industry regulations through diligent monitoring of agent interactions.
- Streamlined call center operations by optimizing schedules and resource allocation.
- Maintained detailed records of team performance metrics, analyzing data to identify areas for improvement.
- Increased first-call resolution rates by monitoring calls and providing real-time feedback to agents on their performance.
Customer Service Representative Agent
Concentrix
01.2018 - 02.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
Education
Associates - Criminal Justice
Southern New Hampshire University
Hooksett, NHSkills
- Financial Transactions
- Customer Support
- Credit Union Knowledge
- Call center experience
- Dispute Resolution
- Issue Resolution
- Account Management
- Client Education
Timeline
Member Service Representative
Navy Federal Credit Union
12.2023 - 05.2024
Customer Service Representative Agent
Concentrix
01.2018 - 02.2019
Assistant Call Center Supervisor
Solera
09.2017 - 12.2019
Associates - Criminal Justice
Southern New Hampshire University