Isis M. Jerome
Columbia,SC
Summary
Dedicated Customer Service Specialist with 15 + years experience delivering exceptional customer experiences. Proficient in addressing customer inquiries, resolving issues, and providing product/services knowledge. Able to navigate complex situations, de-escalate conflicts, and maintain professionalism under pressure. Proven track record of multitasking and utilizing CRM tools to manage customer interactions efficiently. Enthusiastic team player committed to contributing to a positive work environment and exceeding performance targets.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service & Support Coordinator
AMAROK
10.2023 - Current
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
- Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.
- Worked with other departmental staff to answer questions and resolve problems.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Customer Service Advocate
Verizon Wireless
12.2014 - 08.2023
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Collaborate with cross-functional teams to resolve complex customer issues, involving technical support, sales, and other relevant departments.
- Escalating critical issues to higher management when necessary, while keeping customers informed throughout the process.
- Providing insights and recommendations to improve customer support processes, leading to increased efficiency and customer satisfaction.
- Identifying opportunities to upsell or cross-sell products/services based on customers' needs and preferences
Education
High School Diploma -
WEB DuBois High School
Brooklyn, NYSkills
Attention to Detail
Team Collaboration
Positive Attitude
Effective Communication
Phone and Email Etiquette
Empathy and Patience
Active Listening
Adaptability
Data Entry
Rapport-building
Multitasking
Documentation
Conflict Resolution
Cultural Sensitivity
Team Collaboration
Certification
- Harvard Mentor Manager - Goal Setting - Summer 2023
- Harvard Mentor Manager - Strategic Thinking - Summer 2023
- Harvard Mentor Manager - Career Management - Summer 2023
Timeline
Service & Support Coordinator
AMAROK
10.2023 - Current
Customer Service Advocate
Verizon Wireless
12.2014 - 08.2023
- Harvard Mentor Manager - Goal Setting - Summer 2023
- Harvard Mentor Manager - Strategic Thinking - Summer 2023
- Harvard Mentor Manager - Career Management - Summer 2023
High School Diploma -
WEB DuBois High School
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