Denyse Jackson
Killeen,Tx
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
TTEC TxTag
04.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Educated customers about billing, payment processing and support policies and procedures.
Call Center Representative
Accenture LLP
10.2022 - 01.2023
- Receive and process incoming phone calls for customers, which includes obtaining, entering, and verifying customer information, answering questions, resolving issues for Medicaid providers, providing customer service
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Call Center Representative
Teleperformance Scotts Miracle-Gro
06.2021 - 10.2022
- Receive and process incoming phone calls for customers, which includes obtaining, entering, and verifying customer information, answering questions, resolving issues, providing customer service
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Workforce Management Analyst
Teleperformance UHC
09.2018 - 06.2021
- Monitor Agent's Adherence to scheduled work time and for off-phone, events (break and pre-approved Aux modes)
- Monitor Established Thresholds for agent states that are not pre-approved and must be limited (ACW, Long Calls, Aux modes)
- Communicate with Operations Management for prompt resolution of issues identified in two duties above
- Generate inclusive alerts for any type situations That could disturb Service Level or efficiency (i.e
- Technical issues causing idle time and/or a higher than forecasted increase in call volume, and excessive general use of Aux, ACW and/or agent population shrink)
- Documentation of daily issues related to those mentioned above
- Evaluated the effectiveness of implemented solutions by monitoring key performance metrics over time, making adjustments as needed.
- Coordinated closely with department heads to align workforce needs with business objectives.
Call Center Representative
Teleperformance UHC
06.2017 - 09.2018
- Obtain Client Information By Answering Telephone Calls; interviewing clients; verifying information, determines eligibility by comparing client information to requirements
- Establishes policies by entering client information; confirming pricing
- Informs clients by explaining procedures; answering questions; providing information
- Maintains communication equipment by reporting problems
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Call Center Representative
Alorica General Motors
02.2017 - 06.2017
- Receive and process incoming phone calls for clients, which includes obtaining, entering, and verifying customer information, answering questions, resolving issues, providing customer service, adhering to scripts, successfully completing initial on-the-job training, as well as any new product or on-going training
Warehouse Associate
Amazon Fulfillment Center
05.2015 - 01.2017
- Process, package and ship orders accurately
- Organize stocks and maintain inventory
- Inspect products for defects and damages
- Examine ingoing and outgoing shipments
- Organize warehouse space
- Receive, unload and place incoming inventory items appropriately
- Check, verify and fill customer invoices
- Abide by all company safety and hygiene regulations
- Contribute ideas on ways to improve or optimize warehousing procedures
- Keep warehouse clean and organised daily
Education
High School Diploma -
San Bernardino High School
San Bernardino, CA06-2010
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Problem resolution
- Relationship building
- Conflict resolution
- Complaint handling
- Complaint resolution
- Professional telephone demeanor
- Administrative support
Languages
English
Full Professional
Timeline
Customer Service Representative
TTEC TxTag
04.2023 - Current
Call Center Representative
Accenture LLP
10.2022 - 01.2023
Call Center Representative
Teleperformance Scotts Miracle-Gro
06.2021 - 10.2022
Workforce Management Analyst
Teleperformance UHC
09.2018 - 06.2021
Call Center Representative
Teleperformance UHC
06.2017 - 09.2018
Call Center Representative
Alorica General Motors
02.2017 - 06.2017
Warehouse Associate
Amazon Fulfillment Center
05.2015 - 01.2017
High School Diploma -
San Bernardino High School
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