Summary
Overview
Work History
Education
Skills
Timeline
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Diamond Candler

Covington,GA

Summary

Dedicated and customer-focused professional with extensive experience in call center operations and enrollment processes, seeking a Customer Service Representative position. Proficient in using Google Docs, Zendesk, Microsoft PowerPoint, and Google Suites to deliver exceptional support and enhance customer satisfaction.

Overview

18
18
years of professional experience

Work History

Enrollment Specialist

Kids Kingdom
10.2006 - Current
  • Assisted families through the enrollment process, ensuring all necessary documentation was completed accurately and on time
  • Provided detailed information about programs, policies, and procedures to prospective enrollees
  • Managed enrollment records and maintained up-to-date information in the database using Google Suites
  • Handled inquiries and resolved issues related to enrollment, demonstrating strong problem-solving skills
  • Collaborated with the administrative team to streamline enrollment processes and improve efficiency
  • Created and delivered presentations using Microsoft PowerPoint to inform and educate families about enrollment benefits and requirements.

Customer Service Representative

JCPenney
12.2015 - 01.2019
  • Provided exceptional customer service in a high-volume call center environment, addressing inquiries, complaints, and transaction-related issues efficiently
  • Utilized Zendesk to manage and track customer interactions, ensuring timely and effective resolutions
  • Maintained up-to-date knowledge of products, promotions, and company policies to provide accurate information to customers
  • Assisted customers with product information, returns, and exchanges, ensuring a positive shopping experience
  • Collaborated with team members to resolve issues and improve overall service quality
  • Received recognition for excellent customer service and consistently meeting performance targets
  • Created reports and documentation using Google Docs to track customer service metrics and improve processes.

Tax Preparer

Jackson Hewitt Tax Service
12.2012 - 04.2013
  • Prepared individual income tax returns accurately and efficiently, ensuring compliance with federal and state tax laws
  • Conducted client interviews to gather necessary financial information and identify potential tax deductions and credits
  • Answered client inquiries regarding tax issues, providing clear explanations and guidance
  • Maintained up-to-date knowledge of tax regulations and software, ensuring the highest level of service and accuracy
  • Assisted in resolving tax-related issues by liaising with the IRS and state tax authorities as needed.

Education

Associate of Arts - Criminal Justice

University of Phoenix
Tempe, AZ
06.2012

Skills

  • Customer Service: Proven track record of delivering exceptional customer service and resolving issues promptly in a call center environment
  • Technical Proficiency: Proficient in Google Docs, Google Suites, Microsoft PowerPoint, and Zendesk for documentation, presentations, and customer support
  • Communication: Excellent verbal and written communication skills, adept at engaging with diverse audiences and handling sensitive situations
  • Problem Solving: Strong ability to analyze problems, identify solutions, and implement strategies for improvement
  • Team Collaboration: Experience working in team settings to achieve service excellence and improve operational efficiency
  • Analytical Skills: Ability to analyze customer service metrics and implement strategies for improvement

Timeline

Customer Service Representative

JCPenney
12.2015 - 01.2019

Tax Preparer

Jackson Hewitt Tax Service
12.2012 - 04.2013

Enrollment Specialist

Kids Kingdom
10.2006 - Current

Associate of Arts - Criminal Justice

University of Phoenix

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Diamond Candler