Jabari Melancon
Atlanta,GA
Summary
Compassionate, motivated, results-oriented professional with a proven track record of delivering exceptional customer service in fast-paced environments. Possess strong communication and problem solving skills, with keen attention to detail. Dedicated to providing exceptional support to enhance user experience and contribute to growth of the company’s community.
Overview
7
7
years of professional experience
Work History
Customer Support Representative
Blue Cross Blue Shield Of MI
02.2023 - 05.2024
- Provided timely and empathetic support to customers via email, phone, and chat channels.
- Demonstrated expert knowledge to the company’s products and services to address inquiries and resolve issues efficiently.
- Utilized Zendesk CRM to manage and track customer interactions, ensuring a seamless support experience.
- Collaborated with cross-functional teams to identify and escalate complex issues for resolution.
- Contributed to the development of support resources and documentation to improve overall efficiency and effectiveness.
Technical Support Representative
DICK'S SPORTING GOODS
02.2021 - 01.2023
- Assisted customers with technical issues and app-related inquiries, conducting thorough troubleshooting to diagnose and resolve problems.
- Communicated technical information effectively to non-technical users, ensuring understanding and satisfaction.
- Maintained accurate records of customers interactions and solutions in the company’s database.
- Collaborated with the engineering team to escalate and resolve complex technical issues, contributing to product improvement efforts.
CUSTOMER SERVICE REP
WALMART E-COMMERCE
02.2020 - 01.2021
- Resolved customer issues through multiple channels by responding to tier 2 queries
- Researched issues as necessary and provided resolution
- Supported and advised entry-level contact center agents by responding to escalated queries
- Developed, communicated, and implemented processes and practices to meet business needs through collaborating.
- Provided advice, feedback, and support to ensure timelines and work quality are achieved.
Technical Support Representative
AT&T
02.2019 - 02.2020
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
City Letter Carrier
USPS
01.2017 - 03.2019
- Improved customer satisfaction by delivering mail accurately and efficiently to city residents.
- Enhanced operational efficiency by sorting and organizing mail for delivery in a timely manner.
- Ensured timely delivery of packages and parcels by adhering to established routes and schedules.
- Maintained vehicle safety and cleanliness, contributing to a professional image for the postal service.
- Provided exceptional customer service, addressing inquiries regarding mail and package deliveries.
- Identified undeliverable mail items, completing necessary documentation for return to sender or forwarding accordingly.
- Adhered to all postal regulations and guidelines when handling sensitive materials such as restricted mail items or hazardous substances.
Education
Foundations Of CyberSecurity - Cybersecurity
Google
PROJECT MANAGEMENT CERT -
MICROSOFT ATLANTA
04.2022
Skills
- Exceptional written and verbal communication skills
- Proficiency in Zendesk, and Google Suite
- Ability to explain technical topics to both customers and colleagues
- Strong organizational abilities, meticulous attention to detail and effective multitasking capabilities
- Ability to work independently in a collaborative environment
Timeline
Customer Support Representative
Blue Cross Blue Shield Of MI
02.2023 - 05.2024
Technical Support Representative
DICK'S SPORTING GOODS
02.2021 - 01.2023
CUSTOMER SERVICE REP
WALMART E-COMMERCE
02.2020 - 01.2021
Technical Support Representative
AT&T
02.2019 - 02.2020
City Letter Carrier
USPS
01.2017 - 03.2019
Foundations Of CyberSecurity - Cybersecurity
Google
PROJECT MANAGEMENT CERT -
MICROSOFT ATLANTA