Jada White
Atlanta,GA
Summary
Competent detail-oriented Customer Support Associate who is Known for ottering one-ot-a-kind, individualized service while maintaining consistently high levels of customer satistaction. Strives to meet all client expectations in fast-paced, virtual situations by following defined policies and practices. Extensive experience in establishing a productive, well-organized atmosphere: excels at devoting fime to providing top-notch client assistance, resolving difficulties, and cultivating relationships to ensure loyalty and growth. Exceptional organizational and administrative sKIlls, as well as a commitment to complete client satistaction.
Overview
5
5
years of professional experience
Work History
Economic Support Specialist
DHS Child Welfare
Atlanta
01.2024 - Current
- Determines initial and ongoing eligibility for Family Medicaid, Aged, Blind, Disabled Medicaid, or Food Stamps.
- Processes applications, reviews, hearing request and/or changes using appropriate criteria and polices consistently; according to establish guidelines.
- Records and evaluates personal and financial data obtained from individuals.
- Register online applications, renewals, and process verification via Document System.
- Adheres to assigns daily work schedule, meets attendance standards as outlined in policy.
- Ability to answer a high volume of incoming calls from constituents inquiring about the Food Stamp, Medical Assistance, (PCK, P4HB, Family Medicaid, ABD) and TANF programs.
- Assists Limited English Proficiency and Sensory Impaired (LEPSI) by collaborating with the Language Line.
- Document all call information according to standard operating procedures.
- Keys in a high volume of data using standard office hardware and software.
- The capability of being flexible with work assignments and able to work in multiple queues.
- Provides professional, courteous, and helpful customer service to our internal and external customers.
- Review and process change requests over the phone when presented.
- Performs other professional responsibilities as assigned.
Administrative Support Assistant 3
Department of public health laboratory
Atlanta, GA
06.2023 - 10.2023
- Organized and maintained filing systems, both electronic and paper-based.
- Developed and implemented administrative procedures to streamline operations.
- Prepared correspondence, reports and presentations utilizing MS Office Suite applications.
Customer Service Agent
Teleperformance
Atlanta, GA
12.2022 - 06.2023
- Handle 50+ customer interactions per day, giving detailed, personalized, friendly. and polite service to ensure customer retention and satisfaction
- Memorized all company products and services to be able to answer customer questions quick and efficiently and increase upshells
- Collect source data such as customer names, addresses, phone numbers. credit card information for over 1000 customers and
• Trained 4 new employees in customer service script recitation conflict resolution. and data entry practices
- Proficient in video conferencing platforms such as Zoom, Hangouts, and Microsoft Teams communicate with customers all across different channels
Customer Service Associate
Macy's
Atlanta, GA
07.2021 - 12.2022
- Added $290K weekly sales by a 3.1% boost in average register count, increasing weekly sales by 30%
Handled the complaints of 400 customers professionally to resolve service issues. maintaining a 90% friendly business - Increased sales volume and lowered inventories by 29% in the first 45 days on the job compared to previous months
- Handled 3K transactions involving a gross revenue of $800K within 48 hours and recorded
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed
- Educated customers on special pricing opportunities and company offerings
Customer Service Representative
Modivcare
Atlanta, GA
05.2020 - 06.2021
- Promoted high customer satisfaction by resolving problems with knowledge able and friendly
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provide primary customer support to external and internal customers
- Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services
- Trained two new employees in how to use Five 9 entering customer data and organizing customer interaction logs
- Received an average 85% customer satisfaction rating to date.15% higher than the company
- Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations
- Maintained a customer account information
Education
High School Diploma -
Douglas County High School
Douglasville, GA05.2020
Skills
- Credit Card Payment Processing
- Microsoft Excel
- proficiency with email platform
- spreadsheet software data entry
- Microsoit word
- Video conterencing
- Typing 70 WPM
- Interpersonal Skills
- Communication Skills
- Leadership
- Time Management
Timeline
Economic Support Specialist
DHS Child Welfare
01.2024 - Current
Administrative Support Assistant 3
Department of public health laboratory
06.2023 - 10.2023
Customer Service Agent
Teleperformance
12.2022 - 06.2023
Customer Service Associate
Macy's
07.2021 - 12.2022
Customer Service Representative
Modivcare
05.2020 - 06.2021
High School Diploma -
Douglas County High School