Summary
Work History
Overview
Education
Skills
Accomplishments
Certification
Work Preference
Work Availability
Languages
Quote
Timeline
AssistantManager

Dena Jackson

Customer Service Representative
Reynoldsburg,OH

Summary

Detail-oriented professional with 10 years of experience in customer retention, strategic business planning, and vendor sourcing. Excels in conflict resolution, customer communications, and order processing. Seeking to leverage expertise in these areas to contribute to the Customer Service role. Known for diligence, reliability, and consistently exceeding expectations. Possesses excellent communication skills and the ability to quickly build rapport. Committed to supporting the team in achieving goals and delivering exceptional service.

Work History

Customer Service Representative

State of Ohio-JFS
04.2021 - 10.2022
  • Updated and maintained database with accurate customer information and timely data entry
  • Responded to telephone inquiries and complaints following standard operating procedures
  • Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
  • Complied with corporate and regulatory policies regarding information confidentiality and privacy
  • Provided account information to customers and explained bill service policies and customer rights
  • Investigated and researched issues to determine root causes and appropriate resolution methods.

Customer Service Advocate

JCPenney Call Center
06.2020 - 04.2021
  • Addressed customers courteously using suitable methods and problem-solving skills
  • Provided account information to customers and explained bill service policies and customer rights
  • Maintained logs and documentation to detail key information regarding incoming and outgoing calls
  • Investigated and researched issues to determine root causes and appropriate resolution methods
  • Updated and maintained database with accurate customer information and timely data entry
  • Responded to telephone inquiries and complaints following standard operating procedures
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues
  • Complied with corporate and regulatory policies regarding information confidentiality and privacy
  • Remained open to feedback from supervisor and peers to build and improve skills set.

Financial Advisor

JPMorgan Chase Business Cards
05.2006 - 01.2009
  • Stayed abreast of investment products, industry rules and regulations, and financial planning to maximize job performance
  • Explained to clients personal financial advisor's responsibilities and types of services to be provided
  • Maximized job performance by providing comprehensive financial guidance and services
  • Built and maintained strong relationships with clients
  • Achieved financial targets and goals through effective planning and execution.

Customer Service Representative II

Ohio Secretary of State
01.2001 - 06.2004
  • Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues
  • Responded to telephone inquiries and complaints following standard operating procedures
  • Addressed customers courteously using suitable methods and problem-solving skills
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
  • Provided account information to customers and explained bill service policies and customer rights
  • Followed up with customers regarding product functionality and overall satisfaction
  • Remained open to feedback from supervisor and peers to build and improve skills set
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.

Overview

22
22
years of professional experience
1
1
Certification

Education

Some College - Business Management in Account

Franklin University
Columbus, OH
09.1996

Associate Business Administration - Executive Secretary

Columbus State Community College
Columbus, OH
06.1986

Skills

  • Microsoft Office Suite (Excel, Word, PowerPoint)
  • Problem-solving and critical thinking
  • Effective communication and active listening
  • Customer relations and service excellence
  • Call center operations and customer relationship management
  • Strong recordkeeping and order processing
  • Computer proficiency and typing skills
  • Quality assurance and compliance
  • Financial transactions and money handling
  • CRM software and conflict resolution

Accomplishments

Received a certificate from Ohio Department of Job and Family Service for 5 years of excellent Public Service for the office and citizens of Ohio.

Certification

Customer Service Certificate from the State of Ohio

Work Preference

Work Type

Full TimeContract Work

Work Location

Remote

Important To Me

Career advancementCompany CultureWork-life balanceFlexible work hours

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Full Professional

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Customer Service Representative

State of Ohio-JFS
04.2021 - 10.2022

Customer Service Advocate

JCPenney Call Center
06.2020 - 04.2021

Financial Advisor

JPMorgan Chase Business Cards
05.2006 - 01.2009

Customer Service Representative II

Ohio Secretary of State
01.2001 - 06.2004

Some College - Business Management in Account

Franklin University

Associate Business Administration - Executive Secretary

Columbus State Community College

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Dena JacksonCustomer Service Representative