JacQuai Heard
Sandy Springs,GA
Summary
Accomplished Customer Service Representative & Managment with a proven a proven track record. Excels in complaint resolution and customer service excellence, ensuring robust client loyalty. Brings technical support expertise and exceptional communication skills. Significantly contributes to team training and achieving daily service quotas efficiently. Consistently enhances customer satisfaction and operational productivity. Demonstrates assertiveness, diligence, and passion in all endeavors. Caring, understanding, and humorous individual who makes others feel safe, welcomed, and heard.
Overview
9
9
years of professional experience
Work History
Account Manager
Staci Americas
10.2024 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Improved service quality by consistently monitoring SLA compliance and implementing corrective actions.
- Contributed significantly to exceeding SLA targets consistently while maintaining high-quality service standards.
- Exceeded SLA standards for response times and problem resolution.
- Provided exceptional customer service, resolving patient complaints promptly and professionally.
Customer Service Representative/Email Agent/Chat
Maytronics
02.2024 - 09.2024
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Assisted with training and mentoring new team members.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Adhered to company policies and procedures while providing superior service.
- Assisted customers with product selection by providing detailed information about available products and services.
- Maintained an updated knowledge base of current products, services, pricing, promotions.
- Met daily customer service quotas with a focus on quality.
- Remained open to feedback from supervisor and peers to build and improve skills set.
Customer Service Representative
Kaiser Permanente
01.2023 - 02.2024
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Abided by HIPPA regulations
- Maintained knowledge of company regulation, policies, and procedures
- Updated personal information
- Addressed customers courteously using suitable methods and problem-solving skills.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Assisted customers with product selection by providing detailed information about available products and services.
- Maintained an updated knowledge base of current products, services, pricing, promotions.
- Met daily customer service quotas with a focus on quality.
- Maintained updated health policies and regulations
Payroll Specialist
Medline Industries
05.2022 - 06.2023
- Completed bi-weekly payroll for salaried and hourly employees.
- Resolved payroll discrepancies in a timely manner with excellent customer service skills.
- Audited and processed employee time sheets, maintained payroll records, and responded to inquiries.
- Maintained payroll information by collecting, calculating, and entering data into payroll system.
- Handled sensitive employee information in accordance with privacy regulations.
- Processed terminations by calculating final wages accurately and ensuring payments were made on time.
- Developed and maintained accurate records of employee time, leave requests, benefit deductions, garnishments, bonuses and other pay components.
- Processed garnishments and communicated garnishment information to all parties.
Staff Level Manager
Randstad
07.2020 - 09.2022
- Mentored and trained new employees on company policies and procedures.
- Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.
- Managed daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities.
- Orientated and trained employees, encouraging confidence and helping individuals adapt faster to job roles.
- Monitored team productivity and performance to support goals.
- Assigned, prioritized, and delegated tasks and responsibility to departmental employees.
- Utilized strong analytical and problem-solving skills to address operational issues.
- Offered constructive feedback to team members, boosting overall job performance.
- Resolved conflicts between team members promptly using sound judgment based on company policies.
- Provided disciplinary action when/if needed
- Handle paperwork
- Reduced workplace safety or health hazards by enforcing work practices and procedures.
Manager
Pinkberry
05.2016 - 09.2021
- Mentored and trained new employees on company policies and procedures.
- Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.
- Managed daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities.
- Handled Inventory
- Processed truck orders
- Unload truck orders
- Provided disciplinary actions when/if needed
- Handled cash drops /
- Open and closed store
- Preformed day to day duties
Education
Biology
Georgia State University
Atlanta, GAHigh School Diploma - undefined
Hapeville Charter Career Academy
Atlanta, GA05.2017
Skills
- Product Sales
- Report Transcription
- Delivery Scheduling
- Order Fulfillment
- Product and service knowledge
- Administrative Support
- Paperwork Processing
- Assertiveness
- Dispute Resolution
- Technical Support
- Multitasking Abilities
- Scheduling
- Analytical Skills
- Issue and Complaint Resolution
- Staff education and training
- Product Promotion
- Brand representation
- Complaint Handling
- Team Collaboration
- Computer Skills
- Task Prioritization
- Call Center Operations
- Customer service excellence
- Microsoft Outlook
- Live chat support
- Understanding Customer Needs
Timeline
Account Manager
Staci Americas
10.2024 - Current
Customer Service Representative/Email Agent/Chat
Maytronics
02.2024 - 09.2024
Customer Service Representative
Kaiser Permanente
01.2023 - 02.2024
Payroll Specialist
Medline Industries
05.2022 - 06.2023
Staff Level Manager
Randstad
07.2020 - 09.2022
Manager
Pinkberry
05.2016 - 09.2021
Biology
Georgia State University
High School Diploma - undefined
Hapeville Charter Career Academy