Jakayla Coleman
Memphis,TN
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Teleperformance USA
05.2024 - Current
- Delivered exceptional customer service through effective communication and active listening.
- Resolved complex customer inquiries, enhancing overall satisfaction and loyalty.
- Implemented process improvements that streamlined service operations and reduced response times.
- 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.
- Receive over 50 calls a day
Healthcare Customer Care Agent
Cigna Healthcare
04.2023 - 03.2024
- WORK-AT-HOME
- Provided exceptional customer service to healthcare professionals by addressing inquiries and resolving issues in a timely manner
- Handled customer complaints, provided appropriate solutions and alternatives within the time limits; followed up to ensure resolution
- Answered phones, resolved patient insurance claims or questions related to medical care and benefits information, and directed patients to the proper resources for further assistance with their issues.
- Managed about 35 calls and emails from customers a day
Retail Customer Service Agent
Adecco Staffing
11.2022 - 04.2023
- WORK-AT-HOME
- Provided each customer with exceptional service by listening to their concerns and answering their questions.
- Kept up to date on store policies regarding payments, returns, and exchanges in order to provide each customer with prompt and accurate service.
- Listened to customer feedback, provided appropriate responses, and forwarded issues to the appropriate department.
- Customer accounts were created and activated by me.
- Received and managed incoming calls , outgoing calls, and chat box . Arranging to about 15-30 calls a day
Customer Service Representative
Kelly Services
10.2021 - 10.2022
- WORK-AT-HOME
- Provided excellent service to clients over the phone, addressing inquiries, resolving issues, and ensuring customer satisfaction
- Demonstrated strong communication skills by effectively handling a high volume of customer interactions via email, chat, and phone
- Maintained a high level of professionalism and emotional intelligence when dealing with challenging customers or complex situations
- Received incoming calls & emails . Approximately about 40-50 calls a day
Call Center Agent
RemX
06.2019 - 08.2021
- WORK-AT-HOME
- Answered customer telephone inquiries, orders, service needs, and complaints, respond where applicable or direct to technical/service areas
- Resolved basic or tier 3 payment and account-related requests to include but not limited to card activations, payments, name and address updates for cardholders.
- Determined basic reasons for customer issues using a client-provided decision tree and escalated or referred unresolved customer issues to higher management
Education
High School Diploma -
Memphis School of Excellence
Memphis, TN2020
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Microsoft Excel
- Follow-up skills
- Appointment scheduling
- Documentation
Accomplishments
Job raises & promotions
Timeline
Customer Service Representative
Teleperformance USA
05.2024 - Current
Healthcare Customer Care Agent
Cigna Healthcare
04.2023 - 03.2024
Retail Customer Service Agent
Adecco Staffing
11.2022 - 04.2023
Customer Service Representative
Kelly Services
10.2021 - 10.2022
Call Center Agent
RemX
06.2019 - 08.2021
High School Diploma -
Memphis School of Excellence