Jada Burse
Crowley,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Maximus Health Center
01.2021 - 04.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed high call volumes (60+ per day) while maintaining a 90%+ first-call resolution rate.
- Reduced customer wait times by 25% through strategic call handling and multitasking.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Provided personalized support, earning consistent positive feedback from customers.
Customer Service Representative
SaviLinx
08.2019 - 12.2020
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Navigated multiple systems simultaneously to provide fast and accurate information to customers.Improved response times, reducing average call resolution time by 30%.
- Maintained professionalism and empathy while managing escalations, leading to a 20% decrease in customer complaints.
Education
Bachelor of Arts - Mass Communication
Arizona State University (2016-2020)
Tempe, AZ05-2020
Skills
- Customer support expertise
- Attentive communication
- Strategic reasoning
- Effective customer issue resolution
- Conflict Resolution & De-escalation
- Multitasking & Time Management
- CRM & Call Center Software (Zendesk)
- Team Collaboration/ Training
- Public Speaking & Communication
Timeline
Customer Service Representative
Maximus Health Center
01.2021 - 04.2023
Customer Service Representative
SaviLinx
08.2019 - 12.2020
Bachelor of Arts - Mass Communication
Arizona State University (2016-2020)
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