Diamond Jackson
Saginaw,MI
Summary
Dynamic professional with a proven track record at Charter Communications, excelling in call center performance and customer satisfaction. Skilled in time management and active listening, consistently surpassing key performance indicators. Adept at training and mentoring, fostering a collaborative environment that enhances team productivity and engagement.
Overview
11
11
years of professional experience
Work History
RSC Rep III
Charter Communications, Spectrum
Saginaw, MI
12.2018 - 02.2025
- Worked closely with other departments to address cross-functional issues impacting call center performance or customer satisfaction levels.
- Promoted a positive work environment through active listening, open communication, and team-building initiatives.
- Managed high call volume while maintaining a professional, calm demeanor with customers and technicians alike.
- Provided support during emergency situations, coordinating resources effectively to ensure prompt response times and clear communication among all parties involved.
- Contributed to overall call center success by consistently meeting or exceeding key performance indicators, including average handle time, first-call resolution rate, and customer satisfaction scores.
CSR Team Lead
Ross Medical Education Center
Saginaw, MI
01.2014 - 12.2018
- Trained new employees and delegated daily tasks and responsibilities.
- Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Achieved higher levels of participation by promoting extracurricular programs to students.
- Promoted mission, vision and culture of school to prospective students to increase enrollment.
Production Associate
Duro Last
Saginaw, MI
04.2015 - 02.2016
- Uphold cleanliness standards throughout the factory floor, ensuring a hygienic work environment conducive to productivity.
- Enhanced production efficiency by operating various machinery and equipment in a timely manner.
- Exceeded daily production targets consistently due to efficient time management skills and strong attention to detail.
- Participated in regular performance evaluations, identifying areas for growth and development within the role.
- Inspected materials before assembly to verify compliance of quality control standards.
Education
High school diploma -
Buena Vista High School
Saginaw, MIGeneral studies credits - Certified Nursing Assistant
Delta College
Saginaw, MISkills
- Time management
- Attention to detail
- Multitasking
- Training and mentoring
- Staff management
- Metrics
- Negotiation
- Payroll processing
- Dependable and responsible
- Active listening
- Calm under pressure
- Problem resolution
- Organization and time management
- MS Office
- Behavior management
- Child development
- Patient care
- Medical terminology
- Medical record tracking
- Mobility assistance
- CPR training
References
- Kiersten Ray, Supervisor, Charter Spectrum, 989-890-1136
- Michael Saylor, Supervisor, Charter Spectrum, 989-297-7037
Timeline
RSC Rep III
Charter Communications, Spectrum
12.2018 - 02.2025
Production Associate
Duro Last
04.2015 - 02.2016
CSR Team Lead
Ross Medical Education Center
01.2014 - 12.2018
High school diploma -
Buena Vista High School
General studies credits - Certified Nursing Assistant
Delta College
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