Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jada Watley

Los Angeles,CA

Summary

Dynamic customer service professional with a proven track record at AT&T, excelling in complaint resolution and client relationship building. Recognized for enhancing customer satisfaction and retention, achieving significant sales growth through effective upselling strategies. Adept at multitasking and maintaining attention to detail in high-pressure environments, ensuring exceptional service delivery.

Overview

6
6
years of professional experience

Work History

Premier Service Consultant

AT&T
08.2023 - Current
  • Provided information about service procedures and expected timelines.
  • Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
  • Documented payment details and personal information on customer accounts.
  • Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
  • Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
  • Consistently met or exceeded monthly sales goals by identifying upselling opportunities during client interactions.
  • Discussed options with clients and determined appropriate plans.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Trained new personnel regarding company operations, policies and services.
  • Identified and resolved discrepancies and errors in customer accounts.

Customer Service Representative

Kiehl's
10.2019 - 10.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Maintained up-to-date knowledge of product and service changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Mail Processing Clerk

DHL
10.2019 - 10.2020
  • Reduced mail delivery errors by carefully verifying recipient addresses and ensuring accurate routing.
  • Maintained a clean and organized work environment to optimize efficiency in mail processing tasks.
  • Assisted in training new employees on company procedures, equipment usage, and safety guidelines for improved performance.
  • Streamlined mail processing operations by implementing efficient sorting and organizing techniques.
  • Coordinated with team members to manage heavy workloads, ensuring timely completion of all assigned tasks while maintaining high-quality standards.
  • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
  • Operated mail processing equipment proficiently, minimizing downtime due to malfunctions or user error.
  • Demonstrated adaptability by quickly learning new technologies and processes introduced into daily operations for increased effectiveness.
  • Delivered consistent performance under pressure during peak mailing seasons, effectively managing increased volumes without compromising service quality or efficiency.
  • Expedited package delivery times by accurately weighing, labeling, and dispatching parcels according to postal regulations.
  • Safeguarded sensitive information by adhering to strict confidentiality protocols when handling personal correspondence.
  • Enhanced team productivity with effective communication and collaboration during high-volume periods.
  • Weighed letters and packages and calculated costs based on classification, weight, and destination.
  • Collaborated with colleagues across departments to streamline workflows and improve overall organizational efficiency within the mailroom environment.
  • Processed and organized incoming mail for distribution to appropriate departments.
  • Tracked outgoing mail to provide accurate customer updates.
  • Updated mailing lists with current addresses and contact information for smooth customer communications.
  • Added accurate data entry into computer system to complete transactions.
  • Used computer systems to track packages and update client information.

Education

Guard Card - Security

ATF
Carson, CA
07.2022

Cosmetology - Cosmetology And Barbering

Marinello Schools of Beauty
Ontario, CA
01.2018

Associate Of Applied Business - Business

West Los Angeles College
Culver City, CA
06.2017

Certificate - Apartment Residential Management

Apartment Association of Greater Los Angeles
Los Angeles, CA
10.2004

Skills

  • Cash handling
  • Client relationship building
  • Customer relations
  • Public speaking
  • Complaint resolution
  • Issue resolution
  • Sales expertise
  • Marketing strategies
  • Technical support
  • Strong work ethic
  • Customer service
  • Attention to detail
  • Listening skills
  • Multitasking and organization
  • Excellent communication
  • Computer skills
  • Handling customer complaints
  • Team collaboration
  • Data entry
  • Conflict resolution
  • Documentation and reporting
  • Order fulfillment
  • Data processing
  • Call center operations

Timeline

Premier Service Consultant

AT&T
08.2023 - Current

Customer Service Representative

Kiehl's
10.2019 - 10.2020

Mail Processing Clerk

DHL
10.2019 - 10.2020

Guard Card - Security

ATF

Cosmetology - Cosmetology And Barbering

Marinello Schools of Beauty

Associate Of Applied Business - Business

West Los Angeles College

Certificate - Apartment Residential Management

Apartment Association of Greater Los Angeles

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Jada Watley