Falicia Jackson
Athens,Georgia
Summary
Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Dispatcher
Sleepy Goat Transport LLC
Athens
2021.04 - Current
- Managed and coordinated load bookings for truck drivers
- Effectively relayed pickup and delivery ETA's and communicated all relevant information to brokers via email
- Complete Carrier Packages
- Review and Sign Rate Conformations
- Submitted all necessary paperwork for invoice submissions
- Renew IRP, Complete Certificate of Insurance requests
- Complete New Authorities.
- Ensured compliance with safety regulations and company policies.
- Updated records of driver locations, delays, and cancellations.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Organized paperwork associated with deliveries including manifests, bills of lading, packing slips.
Student Services Clerk
Mountain Education Charter High School
Bowman , Georgia
2019.02 - Current
- Ensured accuracy of student records through timely updates and maintenance.
- Administered Bridge, You Science, and Learning Style Surveys
- Assisted high school students in dual enrollment process
- Assisted students in achieving their college and career education goals.
Student Mentor
Mountain Education Charter High School
Bowman , Georgia
2015.08 - Current
- Supported students by facilitating the creation of structured monthly study plans
- Assisted students in maintaining motivation towards graduation
- Assess and track student progress on a weekly basis
- Contacted parents on a monthly basis to foster positive relationships and provide updates about students
- Developed informative content for parents and students.
Social Media Evaluator
Lionbridge
Waltham , MA
2019.07 - 2020.07
- Evaluated a series of 30 ads every hour with the aid of a Facebook social media account.
Independent Contractor
Live Ops
Palo Alto , California
2009.01 - 2015.08
- Provided exceptional customer support by aiding in placing orders for products advertised on infomercials
- Initiated outbound marketing calls to customers
- Updated customer records with accurate transcriptions.
Independent Contractor/Resource Leader
Working Solutions
Plano , Texas
2006.07 - 2009.09
- Offered assistance to customers for resolving technical complications with their dish network satellite service
- Offered comprehensive troubleshooting strategies to address satellite connection challenges
- Managed order placement for in-home service repair and organized shipment of replacement parts.
- Provided comprehensive support by addressing agent inquiries and managing the Virtual Call Center Chat room
- Receive consistent top rating for quality of customer service
- Addressed and resolved agent escalation calls effectively.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved customer complaints promptly and efficiently.
Executive Account Manager
Risk Management Alternatives
Norcross , Georgia
2002.07 - 2005.12
- Consistently handled approximately 60 incoming calls each day
- Assisted in resolving technical issues for Qwest wireless
- Provided support to customers with troubleshooting phone, email, and internet problems
- Optimized customer satisfaction through prompt restoration and deactivation of wireless phone services.
- Handled all electronic fund transfers and credit card payments for wireless accounts
- In addition to handling escalation calls, ensured timely updates to customer files.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Diagnosed system errors and implemented solutions to resolve them.
Customer Inquiry Representative
JC Penney
Forest Park , Georgia
1998.08 - 2003.11
- Provided outstanding customer service in a fast-paced call center setting
- Provided support to customers for catalog order placement and management of post-order production
- Collaborated with the customer relations department to effectively resolve various customer issues
- Responsible for updating customer files and preparing literature for work stations.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Identified opportunities to upsell additional services when appropriate.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Provided training support for new hires related to customer service processes and procedures.
- Answered customer inquiries over the phone and via email.
Student Supervisor
Georgia State University
Atlanta , Georgia
1996.01 - 1998.06
- Ensured efficient monitoring of GSU students participating in soliciting funds for the during GSU annual fund campaign.
- Made agent assignments, prepared calling room for shift, and produced nightly reports as part of primary responsibilities.
- Conducted employee training and role playing to establish rapport with GSU alumni
- Managed shift effectively in the absence of Telemarketing Coordinator and Telemarketing Assistant Director.
Guest Service Representative
Northeast Georgia Temporary Agency
Athens , Georgia
1996.07 - 1996.08
- Hosted and provided exceptional service to guests at the 1996 Summer Olympic Games
- Consistently provided exceptional customer service during both men and women basketball matches
- Provided guest support and executed customer service initiatives.
Sales Representative
Dial America Marketing
Athens , Georgia
1992.07 - 1996.01
- Administered and confirmed sports magazine sales to potential clients.
- Educated potential customers on features, benefits, advantages and disadvantages of products being offered.
- Built relationships with clients through effective communication and customer service.
- Collaborated with team members to develop strategies for increasing sales performance.
- Ensured compliance with standard operating procedures when conducting telemarketing activities.
- Assisted customers with product selection based on their needs and preferences.
Crew Chief
McDonalds of Elberton
Elberton , Georgia
1990.07 - 1992.08
- Provided high-quality support to customers in a fast-paced, energetic environment
- Provided efficient and effective shift monitoring support to managers
- Managed tasks as both a cashier and food runner effectively.
- Performed daily opening and closing procedures for the register area.
- Maintained a clean work environment by sweeping floors and wiping down counters regularly.
- Served meals to customers in a friendly and courteous manner.
- Monitored inventory levels of food items used during meal services.
- Greeted customers upon arrival in the dining area.
Education
BA - Broadcast Journalism
Georgia State University
AA - General Education
Emmanuel College
College Preparatory Diploma -
Elbert County Comprehensive High School
Skills
- Data Entry
- Paperwork Processing
- Data Collection
- Product Knowledge
- Inbound and Outbound Calling
- Active Listening
- Escalation management
- Technical Support
- Application support
- Customer Service
- Software Installation
- Issue Troubleshooting
- Call Center Operations
- Remote Support
- Technical Troubleshooting
Certification
- Certified Gold Mystery Shopper, 497920
- Independent Service Evaluator, Assessing the customer experience of a variety of businesses in the retail, banking, and hospitality fields. I have 17 years of Independent Service Evaluator Experience.
Apt
6106
Accomplishments
- 1995 Great Western Sales Winner
References
References available upon request.
Timeline
Dispatcher
Sleepy Goat Transport LLC
2021.04 - Current
Social Media Evaluator
Lionbridge
2019.07 - 2020.07
Student Services Clerk
Mountain Education Charter High School
2019.02 - Current
Student Mentor
Mountain Education Charter High School
2015.08 - Current
Independent Contractor
Live Ops
2009.01 - 2015.08
Independent Contractor/Resource Leader
Working Solutions
2006.07 - 2009.09
Executive Account Manager
Risk Management Alternatives
2002.07 - 2005.12
Customer Inquiry Representative
JC Penney
1998.08 - 2003.11
Guest Service Representative
Northeast Georgia Temporary Agency
1996.07 - 1996.08
Student Supervisor
Georgia State University
1996.01 - 1998.06
Sales Representative
Dial America Marketing
1992.07 - 1996.01
Crew Chief
McDonalds of Elberton
1990.07 - 1992.08
BA - Broadcast Journalism
Georgia State University
AA - General Education
Emmanuel College
College Preparatory Diploma -
Elbert County Comprehensive High School
- Certified Gold Mystery Shopper, 497920
- Independent Service Evaluator, Assessing the customer experience of a variety of businesses in the retail, banking, and hospitality fields. I have 17 years of Independent Service Evaluator Experience.
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