Dejah Jackson
Fayetteville,NC
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Call Center Representative
Eclerx
Fayetteville, NC
03.2024 - Current
- Effectively addressed customer concerns in a timely manner, consistently enhancing overall customer experience.
- Engaged in regular team huddles to foster goal alignment and objective understanding.
- Identified opportunities to upsell additional products or services when appropriate.
- Maintained a professional demeanor in all customer interactions conducted through telephone and email channels.
- Determined trends in customer feedback by analyzing data gathered during each call.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Recorded accurate and detailed logs of customer engagements for easy retrieval.
- Ensured adherence to established protocols in order to escalate unresolved issues to the relevant internal teams.
- Provided prompt and efficient responses to customer inquiries by utilizing extensive knowledge base.
- Cultivated positive relationships with cross-functional teams in order to enhance collaboration and achieve shared objectives.
- Maintained strict adherence to laws and regulations regarding customer privacy.
- Achieved consistent success by meeting or surpassing call speed, accuracy, and volume benchmarks.
- Efficiently navigated through computer systems to handle caller inquiries and provide prompt responses.
- Successfully engaged with callers by confirming, clarifying, and defusing anger.
- Achieved higher levels of productivity and customer service by proactively anticipating needs and providing outstanding support.
Resolution Coordinator II
Walmart
Fayetteville, NC
11.2022 - 08.2023
- Implemented company-wide strategies for efficiently resolving intricate customer disputes within the framework of established policies.
- Ensured accurate resolution of customer issues by inputting detailed information into internal tracking systems.
- Ensured accurate and thorough records of all customer interactions through proper documentation techniques.
- Maintained high level of professionalism by monitoring and responding promptly to customer inquiries via emails and phone calls.
- Resolved delivery and payment issues by providing customer support through inbound calls, email, and chat.
- Successfully resolved multiple driver issues through diligent investigation
- Offered driver support by providing essential product/service information
- Executed copy tasks alongside reception duties while managing responsibilities related to typing, filing, and record keeping.
- Demonstrated poise and professionalism in high-pressure scenarios, skillfully defusing tensions.
- Utilized strong problem solving skills to effectively handle difficult customer interactions
- Ensured timely and professional handling of customer service inquiries via chat, email, and phone.
- Ensured up-to-date and comprehensive documentation of all customer interactions.
Customer Service Representative
InfoCision
Fayetteville, NC
12.2020 - 04.2021
- Engaged in inbound calls to resolve customer account concerns and facilitate service enhancements
- Efficiently resolved grievances by investigating and providing effective solutions.
- Played a key role in ensuring drivers had access to relevant product/service details
- Ensured timely resolution by coordinating necessary follow-up actions
- Enhanced overall sales performance through effective utilization of cross-selling techniques to drive customer engagement and boost revenue.
- Executed diverse administrative tasks such as typing documents, filing paperwork, managing records, copying materials, and assisting with front desk operations (remotely)
- Handled stressful circumstances with calmness and efficiency, effectively defusing tense situations.
Education
High School Diploma -
Cross Creek Early College
Fayetteville, NC05-2019
Some College (No Degree) - Animal Science
North Carolina State University
Raleigh, NCSome College (No Degree) - Biology With Concentration in Organismal Biology
Fayetteville State University
Fayetteville, NCSkills
- Payment Processing
- Sales
- System Documentation
- Call Center Customer Service
- Building rapport
- Product Knowledge
- Quality Assurance
- Customer Relationship Management
- Data Entry
- Customer Service
- Product Upselling
Ojective
Enthusiastic customer service professional with hands-on experience (remotely and in-person) in customer service, payment processing and sales. Team player and strong communicator that's eager to learn new processes to support overall success. I aim to create a positive and productive environment by communicating with team members, setting clear goals, and monitoring performance.
Remote Work Set Up
- High Speed and Reliable Internet Connection
- Dedicated home office space with a quiet environment for focused work
- Ethernet Connection Available [if needed]
Volunteer Experience/Leadership
Cross Creek Early College - Fayetteville, NC
- graduated Cum Laude with a 3.95 GPA and 55 college credits
- AIG Program throughout my entire school journey
- Completed over 200 volunteer hours (hospital daycare, library, etc.) and participated in fundraisers
- Awarded for service in National Honor Society
- President of Ladies of Cross Creek
North Carolina State University
- Pack Promise Scholar
- Grants
- Freshman classified as a Sophomore/Junior
- Zoology Club
- Experience with animals (cow, horse, goat, sheep, cat, dog)
- www.linkedin.com/in/dejah-jackson-4ba4152a7
References
References available upon request.
Timeline
Call Center Representative
Eclerx
03.2024 - Current
Resolution Coordinator II
Walmart
11.2022 - 08.2023
Customer Service Representative
InfoCision
12.2020 - 04.2021
High School Diploma -
Cross Creek Early College
Some College (No Degree) - Animal Science
North Carolina State University
Some College (No Degree) - Biology With Concentration in Organismal Biology
Fayetteville State University