Jabril Islam
Customer Service
Philadelphia,PA
Summary
Resourceful Customer service specialist with 10+ years of experience in following written or verbal directions to complete tasking in an efficient timely manner. I am self-driven and adaptable with good planning and problem-solving abilities. Dedicated professional with a wealth of knowledge in customer service, and proven multitasking abilities. Committed to maintaining professional relationships as well as performing to the best of my ability.
Overview
13
13
years of professional experience
7
7
As a manager
11
11
Customer Service
2
2
years of post-secondary education
Work History
Team Leader/Manager
Ree-Ree The Clown and Friends
03.2012 - Current
- Transport employees and equipment to and from the warehouse and/or event locations
- Interact with potential customers including, but not limited to, parents
- Minimize mistakes or mishaps before or during events
- Scheduling
- Adapted to various performance styles to suit diverse audiences.
- Call customers and/or clients to ensure scheduled shows and drop offs.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
- Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
- Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction.
- Developed strong relationships with cross-functional departments to support successful project execution.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Streamlined communication within the team for better collaboration and decision making.
- Mitigated potential conflicts among team members by promoting open communication and fostering a positive environment.
- Enhanced problem-solving skills within the team through facilitating brainstorming sessions and encouraging creative thinking.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Package Handler
Amazon
12.2022 - 12.2023
- Followed safety regulations to maintain safe work environment.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
- Used hand-held scanners and physical logs to accurately track item movements.
- Followed verbal and written instructions to properly move and ship products.
- Loaded package containers onto forklifts and transported into packaging areas.
- Drove forklifts, pallet jacks and other equipment to move materials.
Runner/Caterer
FLIK Hospitality
12.2021 - 01.2023
- Maintained speed of service for food orders while minimizing errors and complaints.
- Provided excellent customer service while meeting challenging time goals.
- Delivered correct food items to tables according to order documentation.
- Ran errands for various employees throughout company.
- Monitored supplies of key inventory items.
- Directly interacted with customers at each location to build loyalty.
- Cleaned and sanitized food preparation and serving areas.
- Operated cash register and processed payments from customers.
- Greet customers and assist with any needs
- Enhanced client satisfaction by providing personalized catering services tailored to individual preferences and dietary requirements.
- Communicated with event coordinators and facility management to obtain appropriate catering accommodations.
- Cleaned and organized kitchen stations to promote team efficiency.
- Served catering guests by fulfilling orders, communicating requests to kitchen staff and routinely inquiring about customer satisfaction.
- Managed food inventory and supplies, reducing waste and maintaining optimal stock levels for diverse events.
- Delivered outstanding customer service throughout the entire event planning process, resulting in repeat business from satisfied clients.
- Replenished banquet stations and verified food temperatures and cleanliness of service areas.
- Collaborated with event planners, venues, and vendors to ensure seamless integration of catering services into overall event design.
- Implemented strict food safety standards, maintaining a clean and sanitary work environment at all times.
- Transported meal and beverage trays from kitchen and bar areas to serve guest tables.
- Set up and disassembled food service stations, equipment and furniture per contract specifications.
- Leveraged strong interpersonal skills to communicate effectively with diverse clientele regarding their unique needs and expectations.
- Observed federal and local kitchen safety regulations to prevent food borne illnesses.
Customer Care Specialist
Greater Philadelphia Health Action
09.2019 - 09.2021
- Speak to patients, providers, pharmacists, and other services over the phone in regards to services offered by GPHA
- Task information correctly and in a timely fashion to staff at various locations
- Type up reports to send to management team
- Call patients to verify appointments.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of patients issues to follow problems through to resolution.
- Maintained and managed patient files and databases.
- Maintain communication with providers and insurance companies
- Request documentation such as prior authorizations, referrals, lab orders, chart notes, etc.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Learned and adapted quickly to new technology and software applications.
- Operate and maintain Live Chat with patients
- Adept to virtual office at the end of 2020 due to covid
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with detailed information on company products, services and materials.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Responded to customer inquiries via phone, email and web-based platforms.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Retained at-risk customers by identifying their needs and offering tailored solutions, resulting in reduced churn rates.
- Requested escalation for unresolved issues.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
Cashier
Dollar Tree
08.2016 - 04.2019
- Answer questions about products, policy, and services.
- Built relationships with customers to encourage repeat business.
- Greeted customers entering store and responded promptly to customer needs.
- Restocked and organized merchandise in check out lanes.
- Answered questions about store policies and addressed customer concerns.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, debit, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Developed rapport and fostered brand loyalty by offering personalized service.
Education
Associate of Arts -
Community College of Philadelphia
Philadelphia, PA 09.2016 - 05.2018
High School Diploma -
Norristown Area High School
Norristown, PA06.2015
Skills
- Conflict Resolution
- Creative Thinking
- Teamwork and Collaboration
- Interpersonal Communication
- Self-Driven and Motivated
- Promoting Events
- Live Audience Entertainment
- Active Listening
- Punctual and Dependable
- Effective Multitasking
- Flexible Schedule
- Attention to Detail
- Product Knowledge
- Data Entry
- Appointment Scheduling
- Professional Telephone Demeanor
- Quick learning
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time offPaid sick leaveLanguages
English
Native or Bilingual
Timeline
Package Handler
Amazon
12.2022 - 12.2023
Runner/Caterer
FLIK Hospitality
12.2021 - 01.2023
Customer Care Specialist
Greater Philadelphia Health Action
09.2019 - 09.2021
Associate of Arts -
Community College of Philadelphia
09.2016 - 05.2018
Cashier
Dollar Tree
08.2016 - 04.2019
Team Leader/Manager
Ree-Ree The Clown and Friends
03.2012 - Current
High School Diploma -
Norristown Area High School
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