Summary
Overview
Work History
Education
Skills
Timeline
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Ella Jernigan

Covington

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Overview

2026
2026
years of professional experience
4027
4027
years of post-secondary education

Work History

SBA Technical Support Agent

Commonwealth Technology Associates, LLC
03 2023 - 05.2025
  • Walked individuals through basic troubleshooting tasks.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Adhered to company policies when addressing client concerns or escalating unresolved issues appropriately.
  • Fielded average of 60 inbound phone calls to deliver support and remotely resolve service issues.
  • Activated accounts for clients interested in new services.
  • Educated customers on product features and usage, fostering a positive relationship between the company and its clients.

SBA EIDL Customer Service Agent

Forrest Solutions Inc
11 2021 - 03 2023
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Streamlined communication processes for improved information exchange between customers and team members.
  • Addressed customer account discrepancies and concerns.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Representative

Sykes
09 2013 - 01 2021
  • Company Overview: Clients include: Walmart, Pearson Clinicals, Pearson Education, Sprint, Turbo Tax, and Xbox
  • Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting corrections or adjustment; following up to ensure resolution
  • Assisted as Subject Matters Expert (SME) to assist with training of new hires
  • Monitored new agent calls to ensure brand quality and customer retention
  • Maintained 92% Customer Satisfaction Rating
  • Assisted customers in resolving hardware and software issues related to company products
  • Clients include: Walmart, Pearson Clinicals, Pearson Education, Sprint, Turbo Tax, and Xbox

Administrative Assistant

Dorothy’s Personal Care Home
06.2010 - 06.2013
  • Provides clerical and procedural support as needed
  • Ensure that client files are maintained according to Georgia State Department of Family and Children's Services guidelines.
  • Receives incoming telephone calls, provides answers to routine inquiries and/ or refers them to other personnel.

Office Manager

Genesis Alliance for Mental Wellness, LLC
05.2005 - 05.2010
  • Train, supervise and evaluate administrative personnel to ensure operational success
  • Ensure that client files are maintained according to Georgia State Department of Family and Children's Services guidelines.
  • Maintain Human Resource and Billing databases.

Group Chief

Emory University / Emory Clinic
09.1997 - 05.2005
  • Successfully assisted with the merger of three call centers
  • Ensured timely, efficient, and professional response to answering service calls and emergency codes for the Emory Clinic, Hospital, and University.
  • Trained, supervised, and evaluated 30 call center agents
  • Provided daily, weekly, and monthly performance reports for agents.
  • Assisted IT department in resolving hardware and software issues
  • Identified areas of improvement through regular performance reviews, providing constructive feedback and coaching for team members.
  • Drove organizational change initiatives that resulted in streamlined operations, improved employee morale, and increased efficiencies throughout the group.
  • Ensured compliance with industry regulations and company policies, mitigating risks associated with non-compliance issues.
  • Collaborated with other group managers to develop best practices for operational efficiency across departments.
  • Supported staff with developing professional skills and abilities, uplifting team performance.
  • Monitored team performance to identify productivity improvement opportunities.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Attended staff development meetings and workshops and applied information from those events into daily activities.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Education

Masters of Art - Education, Special Education

University of Phoenix
Phoenix, Arizona
09.2015

Bachelors of Social Science - Concentration in Education, Minor in Organizational Management

University of Phoenix
Clinton, Iowa
01.2011

Skills

  • Human Resources
  • Active Listening
  • Time Management
  • Problem-solving abilities
  • Call Center
  • Microsoft Office
  • Microsoft Visual Basics
  • Professional Manager 10 Years
  • Teaching/Training
  • Patient Scheduling
  • Supervising staff
  • Records management
  • Recordkeeping
  • Attendance record management
  • Technical Support
  • Customer and client relations
  • Team Bonding

Timeline

Administrative Assistant

Dorothy’s Personal Care Home
06.2010 - 06.2013

Office Manager

Genesis Alliance for Mental Wellness, LLC
05.2005 - 05.2010

Group Chief

Emory University / Emory Clinic
09.1997 - 05.2005

SBA Technical Support Agent

Commonwealth Technology Associates, LLC
03 2023 - 05.2025

SBA EIDL Customer Service Agent

Forrest Solutions Inc
11 2021 - 03 2023

Customer Service Representative

Sykes
09 2013 - 01 2021

Masters of Art - Education, Special Education

University of Phoenix

Bachelors of Social Science - Concentration in Education, Minor in Organizational Management

University of Phoenix

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Ella Jernigan