Jada Castle
Houston,TX
Summary
Experienced Customer Support & Operations Specialist with over 10 years in sales enablement, collections resolution, and contact center performance. Managed high-volume call queues while enhancing customer satisfaction and meeting KPIs. Demonstrated success in remote and hybrid settings, collaborating across functions, navigating CRM systems, and ensuring SLA compliance.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Customer Service & Sales Specialist
CLEARresult
Charlotte, NC
02.2025 - 07.2026
- Manage 80-100+ outbound/inbound calls per day, generating over $60,000 in monthly energy-saving program enrollments.
- Maintain 98% call quality scores, exceeding departmental benchmarks.
- Demonstrated product features, addressed customer inquiries, and effectively overcame objections.
- Scheduled appointments for customers enrolling in program, ensuring seamless onboarding.
- Monitored sales metrics to evaluate team performance, initiating continuous improvement initiatives.
Customer Service & Collections Specialist
Bread Financial
Columbus, OH
11.2022 - 02.2025
- Collected $200K in overdue balances through empathetic, FDCPA-compliant negotiation.
- Reduced delinquency rates by 22% by structuring payment plans and educating customers on account management.
- Met or exceeded monthly collections goals for 11 out of 12 months.
- Handled 60-90 inbound/outbound customer account calls daily with 96% issue resolution on first contact.
- De-escalated high-conflict calls, achieving a 94% customer retention rate post-resolution.
- Logged customer interactions and status updates in Zendesk & proprietary CRM with 100% accuracy.
- Adhered to all PCI, KYC, and FDCPA regulations.
Operations Manager / Front-of-House Coordinator
Texas Roadhouse
Baytown, TX
07.2013 - 10.2022
- Supervised a team of 25+ workers during peak hours, reducing wait times by 50%.
- Resolved guest escalations within minutes, resulting in 90%+ customer recovery success.
- Led team training initiatives to improve service quality and employee performance. Improved retention by 18% over 6 months.
- Trained new front-of-house staff on POS, customer engagement, local health code, and OSHA compliance.
- Managed scheduling, timecards, and team availability using Kronos and Microsoft Excel.
- Generated end-of-day reconciliation reports for $10K+ in daily transactions.
- Contributed to team achieving Top Regional Store status in 2019.
Administrative & Office Support Coordinator
G4S Security Services
Houston, TX
01.2018 - 03.2021
- Coordinated schedules and timecards for 50+ field workers, reducing payroll errors by 25%.
- Supported HR, compliance, and operations teams by managing administrative tasks to enhance workflow.
- Maintained detailed employee records and logs using Microsoft Excel and Google Sheets.
- Received and directed incoming calls to appropriate team members for efficient communication and routed requests for site coverage and incident reports.
- Prepared weekly reports on officer attendance, shift coverage, and incident resolution.
- Scheduled internal trainings and compliance sessions for new hires.
- Assisted management in handling conflict resolution between on-site personnel.
- Created SOP documents for administrative tasks to standardize workflows.
Education
Associate of Applied Science -
Lee College
BaytownHigh School Diploma -
Goose Creek Memorial
BaytownSkills
- Customer Service CRM Software
- Sales Outreach Sales Negotiation Conflict Resolution
- Customer Retention SLA Adherence
- Call Handling Issue Resolution Time Management Sales Metrics
- Data Entry B2B/B2C Communication Regulatory Compliance Lead Management
- Salesforce
- Zendesk
- Oracle Service Cloud
- Genesys
- Microsoft Excel
- Microsoft Outlook
- Google/Kronos Workspace
- Zoom / MS Teams
- Appointment scheduling
- Payment processing
Certification
- Certified Customer Service Professional (CCSP) – HDI
- Collections and FDCPA Compliance Training – Bread Financial
- Remote Work Ready Badge – Coursera
- Time Management for Remote Workers – LinkedIn Learning
- Microsoft Excel Intermediate Certificate – Microsoft
- Conflict Resolution in the Workplace – Udemy
- Salesforce Trailhead: Service Cloud Basics – Salesforce
Timeline
Customer Service & Sales Specialist
CLEARresult
02.2025 - 07.2026
Customer Service & Collections Specialist
Bread Financial
11.2022 - 02.2025
Administrative & Office Support Coordinator
G4S Security Services
01.2018 - 03.2021
Operations Manager / Front-of-House Coordinator
Texas Roadhouse
07.2013 - 10.2022
Associate of Applied Science -
Lee College
High School Diploma -
Goose Creek Memorial