Jahmelia Branch
Tuscaloosa,Alabama
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Social Security Adminstration
Birmingham, AL
01.2024 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- 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.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Contact Representatives
Internal Revenue
Memphis, Tennessee
01.2023 - 01.2024
- Greeted customers and provided them with assistance upon request.
- Provided detailed information to customers regarding products and services offered by the company.
- Verified customer information and updated records accordingly.
- Developed relationships with key stakeholders within assigned accounts to ensure customer satisfaction at all times.
- Identified opportunities for process improvements within the contact center environment.
- Attended training sessions aimed at enhancing knowledge of relevant software applications and systems used in the contact center environment.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Correctional officer
Federal Bureau of Prisons
Aliceville, AL
01.2021 - 06.2021
- Worked well independently and on a team to solve problems
- Served as a friendly, hardworking, and punctual employee
- Worked with honesty and integrity every step of the way
- Completed intake paperwork, fingerprints and searches
- Prepared, processed and maintained over 2000 forms, reports, logs and records for inmates
- Observed and supervised inmates throughout visits, meal time, recreation and phone calls.
- Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
- Maintained order in the prison by monitoring inmate behavior and intervening when necessary.
- Supervised prisoners during meals, recreation time, work assignments, medical visits, court appearances, and other activities.
- Interacted with inmates in an effort to reduce tension between them and maintain a peaceful atmosphere within the facility.
- Prepared detailed reports documenting all relevant information related to daily operations at the correctional facility.
Clerical support associate
Mississippi Department of Human Services
Vadien, MS
04.2019 - 01.2021
- Answered phone calls, greeted clients, and handled all front desk responsibilities
- Made and received calls and scheduled appointments
- Assisted employees with any administrative work, including the editing, proofreading and distributing of documents
- Provided guests with necessary information about the division and its services
- Brought forth a self-motivated attitude and a commitment to success
- Performed all administrative and clerical tasks in the office.
- Organized filing systems for documents, records and other materials.
- Answered phone calls and emails from customers promptly.
- Compiled reports based on information gathered from electronic sources.
- Scanned documents and images into computer files using appropriate software programs.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
- Provided general administrative support to management team members.
- Assisted with special projects such as organizing events or conferences.
- Updated and maintained company databases to promote accessibility and accuracy.
Correctional Officer
Delta Correctional Facility
Greenwood, MS
03.2019 - 08.2019
- Worked to maintain the security of the institution
- Assessed difficult situations with speed and accuracy
- Wrote reports and worked collaboratively with staff members and supervisors
- Worked with correctional treatment specialists, counselors, and unit secretaries
- Maintained meticulous documentation regarding behaviors of offenders
- Supervised the daily activities of over 200 inmates daily.
- Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
- Maintained order in the prison by monitoring inmate behavior and intervening when necessary.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
- Supervised prisoners during meals, recreation time, work assignments, medical visits, court appearances, and other activities.
- Performed security checks on visitors entering the facility as well as on packages being delivered to inmates.
- Monitored video surveillance systems to observe prisoner activity throughout the correctional facility.
- Assisted in training new Correctional Officers in proper safety protocols and techniques for dealing with difficult situations.
- Developed individualized treatment plans for each inmate based on assessments of their mental health needs.
- Transported prisoners between facilities or court hearings using secure vehicles equipped with restraints.
- Reviewed incident reports submitted by subordinates concerning violations of policy or procedure observed during shift changes.
Commissary Supervisor
Marshall County Correctional Facility
Holly Spring, MS
12.2016 - 03.2019
- Maintained a clean and organized working environment to enhance productivity
- Trained new hires on company policies and procedures
- Used safe working practices at all times, and adhered to company guidelines
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time
- Supervised activities of commissary workers
- Engaged in preparing, assembling, packaging, and shipping ready-to-eat food items.
- Supervised and coordinated the daily activities of commissary staff to ensure efficient operations.
- Developed, implemented and maintained standard operating procedures for all commissary operations.
- Planned and scheduled work assignments for staff in accordance with customer needs.
- Conducted weekly audits of store supplies, equipment and products to ensure compliance with safety regulations.
- Ensured that all food items were stored properly according to health regulations.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
Education
Bachelor of Science In Human services with a concentration in criminal justice -
Belhaven University
05.2022
Associate Degree in General Studies -
Belhaven University
05.2020
Skills
- Customer Experience Improvement
- Problem-Solving
- Problem Resolution
- Process Improvement
- Customer Service Skills
Timeline
Customer Service Representative
Social Security Adminstration
01.2024 - Current
Contact Representatives
Internal Revenue
01.2023 - 01.2024
Correctional officer
Federal Bureau of Prisons
01.2021 - 06.2021
Clerical support associate
Mississippi Department of Human Services
04.2019 - 01.2021
Correctional Officer
Delta Correctional Facility
03.2019 - 08.2019
Commissary Supervisor
Marshall County Correctional Facility
12.2016 - 03.2019
Bachelor of Science In Human services with a concentration in criminal justice -
Belhaven University
Associate Degree in General Studies -
Belhaven University
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