Dena Jackson
Reynoldsburg,OH
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.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
24
24
years of professional experience
Work History
Tier 2 Customer Service Representative
State Of Ohio JFS
Columbus , OH
04.2021 - 09.2023
- Provided back-up support when colleagues were unavailable due to illness or vacation time off.
- Provided customer service to customers with technical issues, answering questions and troubleshooting problems.
- Maintained accurate records of customer interactions.
- Documented processes related to Tier 2 Customer Service Representative duties for future reference.
- Developed strong relationships with customers by addressing their needs efficiently and professionally.
- Assisted customers in navigating the company's website, helping them find relevant information quickly and easily.
- Participated in training sessions to stay up-to-date on new products and services offerings.
- Worked closely with team members to ensure excellent customer service standards were consistently met.
- Ensured compliance with all applicable laws, regulations and organizational policies.
- Utilized multiple communication channels to respond to customer inquiries in a timely manner.
- Supported customers with online billing, access and account issues.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Managed the configuration and setup of customer accounts and systems.
- Updated customer information and account status in the database following each interaction.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Developed and maintained strong relations with customers to meet quality expectations.
Customer Service Representative
Discover Financial Services, DFS
New Albany , OH
10.2022 - 04.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Implemented innovative methods for streamlining the customer service process.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed positive relationships with customers through friendly interactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Provided top quality control and eliminated downtime to maximize revenue.
- Updated databases with new and modified customer data.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Customer Service Advocate 2
JCPenney
Columbus , OH
06.2020 - 03.2021
- Followed up on customer inquiries not immediately resolved.
- Provided training support for new employees on proper techniques for dealing with challenging customers.
- Managed incoming calls from customers in a professional manner.
- Performed follow-up procedures after customer service interaction was completed.
- Adhered to all company guidelines when interacting with customers.
- Attended weekly meetings on changes in processes that affect the organization's ability to provide excellent service.
- Analyzed data related to customer service operations such as average handling time per call.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Resolved customer complaints via phone, email, mail, or social media.
- Developed relationships with customers through friendly conversations.
- Maintained records of customer interactions and transactions.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Processed orders, forms, applications, and requests.
- Consulted with customers to resolve service and billing issues.
- Stayed on top of changing internal policies, company offerings and promotions to effectively serve every customer.
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Documented customer notes with CRM software to keep records accurate and current.
- Answered inbound calls, chats and emails to facilitate customer service.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Expressed appreciation for patronage, inviting, and encouraging customer return visits.
- Processed customer account changes with proprietary software.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld privacy and security requirements for customer information.
- Exceeded company productivity standards on consistent basis.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Consulted with customers regarding needs and addressed concerns.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Prevented key account losses by researching discrepancies and correcting problems.
- Updated databases with new and modified customer data.
- Updated system with order specifics and customer details, preferences, and billing information.
- Took special orders in person and over telephone, generating additional revenue every month.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Provided top quality control and eliminated downtime to maximize revenue.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Financial Advisor
JPMorgan Chase
800 Brookesedge Blvd, OH
05.2006 - 03.2010
- Collaborated closely with internal departments such as operations and compliance teams during audits and reviews.
- Provided advice on tax-advantaged investment opportunities.
- Assisted in the preparation of presentations for prospective clients outlining services offered by the firm.
- Maintained accurate records of all client interactions and transactions in accordance with company policy and regulatory requirements.
- Responded promptly to customer inquiries regarding their accounts or other services offered by the firm.
- Developed and expanded financial planning relationships with customers through loyal and dedicated service.
Customer Service Representative II
Secretary of State office
Columbus , OH
01.2000 - 06.2004
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified opportunities for upselling additional products or services based on customer needs.
Education
Some College (No Degree) - Business Administration and Management
Columbus State Community College
Columbus, OHSome College (No Degree) - Accounting And Business Management
Franklin University
Columbus, OHSkills
- CRM software knowledge
- Typing Speed
- Email Etiquette
- Complaint Management
- Call handling
- Performance Tracking
- Data Recovery
- User Support
- Systems Analysis
- Application support
- Customer Service
- Call Center Operations
- Remote Support
- Complaint resolution
- Microsoft Outlook
- Account Management
- Account updating
- MS Office proficiency
- Call Management
- Project Coordination
- Online Chat Support
- Attention to Detail
- Tracking and Documentation
Timeline
Customer Service Representative
Discover Financial Services, DFS
10.2022 - 04.2023
Tier 2 Customer Service Representative
State Of Ohio JFS
04.2021 - 09.2023
Customer Service Advocate 2
JCPenney
06.2020 - 03.2021
Financial Advisor
JPMorgan Chase
05.2006 - 03.2010
Customer Service Representative II
Secretary of State office
01.2000 - 06.2004
Some College (No Degree) - Business Administration and Management
Columbus State Community College
Some College (No Degree) - Accounting And Business Management
Franklin University