Jada Smith
West Mifflin,PA
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
4
4
years of professional experience
Work History
Customer Service Representative- Contract
American Eagle Outfitters
Pittsburgh, Pa
10.2024 - 01.2025
- 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
- Processed orders, returns, and exchanges in an accurate and efficient manner
- Adhered to company policies and procedures while providing superior service
- Utilized problem-solving techniques to identify solutions for complex customer inquiries
- Maintained an updated knowledge base of current products, services, pricing, promotions
- Remained open to feedback from supervisor and peers to build and improve skills set
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
- Logged details of customer service calls in computer system following correct protocols
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used knowledge center to solve and answer customers issues
- Used oracle, Google mail , Webex , and SSO applications to take incoming calls, meetings, resolve tickets, and pulling up customers information
System Administration Intern
Allegheny County
Pittsburgh, Pa
02.2024 - 04.2024
- Collaborated with other departmental leaders to establish organizational goals, strategic plans, and objectives.
- Conducted regular system backups and disaster recovery operations, minimizing data loss during critical failures.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Monitored network performance to determine adjustments needed.
- Collaborated with other teams to develop solutions for various projects.
Sales associate
Express clothing store
Robison Township, US
01.2021 - 08.2022
- Computed purchases and received and processed cash or credit payment.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Demonstrated product features and benefits for customers' needs.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Prepared merchandise for purchase or rental.
- Greeted customers and provided exceptional customer service.
- Answered customer inquiries regarding product features, pricing, and availability.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Assisted customers with product selection, sizing and styling.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
Education
Bachelor of Science - Information Systems & Technology, Focus on system administration and network infrastructure management
Pittsburgh Technical College
Oakdale, PASkills
Microsoft Excel
Technical support
Refunds processing
Multitasking and organization
Product knowledge
Order processing
Customer loyalty building
Customer service and support
References
- Drew Cirelli, Supervisor, American Eagle, (412) 432-0787, cirelliA@ae.com
- Johanne Rokholt, 412-370-2528, jrokholt@gmail.com
Training
- Participated in a training program on cloud computing platforms, such as Microsoft Azure.
- Participated in a training program on backup and disaster recovery strategies, including implementing solutions with tools like Zerto.
- Participated in a training program on Active Directory administration and group policy management.
- Participated in a training program on cloud computing platforms, such as AWS or Azure.
- Participated in a workshop on Active Directory administration and group policy management.
Timeline
Customer Service Representative- Contract
American Eagle Outfitters
10.2024 - 01.2025
System Administration Intern
Allegheny County
02.2024 - 04.2024
Sales associate
Express clothing store
01.2021 - 08.2022
Bachelor of Science - Information Systems & Technology, Focus on system administration and network infrastructure management
Pittsburgh Technical College