Jada Baldwin
Collingswood,NJ, New Jersey
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated support professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Proficient support specialist with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
Overview
9
9
years of professional experience
Work History
Call Center Customer Service Specialist
Platinum Homes Solutions LLC
12.2022 - Current
- Resolved customer complaints and addressed emergency requests and needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer comments and questions via LiveChat during shifts.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Answered over 500 calls per shift to meet fast-paced call center demands.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Initiated termination of customer contract upon request.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
Benefits Specialist
Winston Financial Virtual
08.2022 - 12.2022
- Taking inbound calls to assist members with their benefits enrollment
- Log and update all member information accurately
- Respond and assist with any questions or concerns pertaining to client benefit information
- Provide customer service and adhere to member identify confidentiality
- Review enrollment details with member and confirm acceptance
- Ensuring employees are always kept up-to-date and educated on all available benefits and wellness programs
- Assisting with the organization of company initiatives associated with wellness, including events and employee recognition programs
- Maintaining a well-informed knowledge of the company benefit campaigns, vendor relationships, and enrollment processes
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, and email interactions.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
Customer Support Specialist
Comcast Virtual
10.2021 - 08.2022
- Greet customers and ascertain what each customer wants or needs
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered constant flow of customer calls with minimal wait times.
- Sell and or arrange for a technician to deliver and install the company products and services in customers homes
- Provide comprehensive sales consultation to customers in related functional areas
- Assist customers with questions and answers in reference to inquiries regarding accounts, billing and general services requests.
- Inform customers with the understanding of Comcast's updated and new technology suitable for customer's needs
- Committed to addressing customer concerns with speed, accuracy and professionalism
- Confer with customers by telephone to provide information about products and services, take or enter orders, cancel accounts, or obtain details of complaints
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Wawa
10.2020 - 09.2021
- Issue receipts, refunds, credits, or change due to customers
- Assist customers by providing information and resolving their complaints
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers
- Maintained high standards of customer service during high-volume, fast-paced operations
- Built loyal clientele through friendly interactions and consistent appreciation
- Communicated clearly and positively with coworkers and management
- Mastered point-of-service (POS) computer system for automated order taking
- Greeted customers promptly and took orders to keep flow of traffic moving.
- Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
- Restocked workstations with supplies and food display cases with fresh selections to decrease customer waiting during busy periods.
- Cooked and prepared foods and monitored food production according to quality and sanitation standards.
- Performed shift change tasks each day to keep store neat and running smoothly.
- Delivered complete food orders to guests and confirmed customer satisfaction with completed order.
Shift Manager
McDonald’s
08.2019 - 10.2020
- Issue receipts, refunds, credits, or change due to customers
- Assign employees to specific duties
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Receive, record, and bank cash, checks, and vouchers
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Tracked receipts, employee hours and inventory movements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Checked building to confirm maintenance and cleaning met code and regulations.
- Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Recruited and interviewed candidates for management to evaluate readiness and fit for position.
- Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
- Classify, record, and summarize numerical and financial data to compile and keep financial records, using journals and ledgers or computers
- Assisted management with inventory control and stock ordering
- Built loyal clientele through friendly interactions and consistent appreciation
- Mastered point-of-service (POS) computer system for automated order taking
Crew Member
McDonald’s
09.2013 - 07.2019
- Issue receipts, refunds, credits, or change due to customers
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
- Maintained high standards of customer service during high-volume, fast-paced operations
- Built loyal clientele through friendly interactions and consistent appreciation
- Communicated clearly and positively with coworkers and management
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment and utensils clean and sanitary.
- Worked front counter, drive-thru and other areas.
- Worked well with teammates and accepted coaching from management team.
- Prepared products following restaurant, health, and safety standards and procedures.
- Adhered to company safety standards, Coast Guard rules, and at-sea rescue procedures.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Took orders, prepared meals and collected payments.
Education
High School Diploma -
COATESVILLE AREA SENIOR HIGH SCHOOL
Skills
- POS Systems and Ordering Platforms
- Advanced Excel Spreadsheet Functions
- Data Entry and Maintenance
- Courteous with Strong Service Mindset
- Call Center Operations
- Upbeat and Positive Personality
- Conflict Mediation Abilities
- Conflict Resolution Techniques
- Call Controlling
- Call Documentation
- Efficient and Detail-Oriented
- Upselling Products and Services
- Building Customer Trust and Loyalty
- Service Recommendations
- Issue and Complaint Resolution
- Account Management
- Issue Identification
- Responding to Difficult Customers
- Good Listening Skills
- Understanding Customer Needs
- Office Supplies and Inventory
- Calm and Professional Under Pressure
- Quality Assurance Evaluation
- Correcting Discrepancies
- Scripted Calls
- Quality Control Standards
- Best Practices Management
- Productivity Management
- Accurate Recordkeeping
- Detailed Evaluations
- Corporate Standards
- Call Volume Analysis
- Master Calendar Management
- Performance Feedback
- Online Systems
- Directing Calls
- Inbound and Outbound Calling
- Document Conversion
- Goals and Performance
- Store Displays
- Cash Reconciliation
- Sales and Upselling
- Livechat Messaging
- Good Judgment
- Promoting Brand and Company Identity
- First-Tier Technical Support
- Sales Quota Achievement
- Billing Adjustments and Refunds
- Team-Oriented and Cooperative
- Patient and Empathetic
- Call Volume and Quality Metrics
- Online Chat
- Excellent Attention to Detail
- Proactive Self-Starter
- Managing Phone Systems
- Document and Records Management
- Documentation
- Setting Up Files
Timeline
Call Center Customer Service Specialist
Platinum Homes Solutions LLC
12.2022 - Current
Benefits Specialist
Winston Financial Virtual
08.2022 - 12.2022
Customer Support Specialist
Comcast Virtual
10.2021 - 08.2022
Customer Service Representative
Wawa
10.2020 - 09.2021
Shift Manager
McDonald’s
08.2019 - 10.2020
Crew Member
McDonald’s
09.2013 - 07.2019
High School Diploma -
COATESVILLE AREA SENIOR HIGH SCHOOL
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