Jakayla Drewery
Macon,GA
Summary
Adept at enhancing customer satisfaction, I excelled in problem-solving and active listening as a Customer Service Representative at Conduent. My proficiency in dental terminology and appointment scheduling, coupled with a knack for efficiently managing high call volumes, significantly improved resolution times and customer loyalty. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Conduent
11.2023 - Current
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed high levels of call flow and responded to technical support needs.
Customer Service Representative
Sidney Holcomb Dentistry
01.2024 - 07.2024
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Collected room deposits, fees, and payments.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Customer Service Representative
Conduent
04.2019 - 06.2021
- 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.
Education
Diploma - Dental Assisting
Central Georgia Tech. College
Macon GA07.2024
High School Diploma -
E. Lane Lucas
Macon GA10.2020
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Phone and Email Etiquette
- Dental Terminology
- Excellent multitasking capability
- Appointment Scheduling
- Insurance Verification
- Payment Processing
- Incoming Call Reception
- Maintaining cleanliness
Certification
EDDA
Timeline
Customer Service Representative
Sidney Holcomb Dentistry
01.2024 - 07.2024
Customer Service Representative
Conduent
11.2023 - Current
Customer Service Representative
Conduent
04.2019 - 06.2021
Diploma - Dental Assisting
Central Georgia Tech. College
High School Diploma -
E. Lane Lucas
EDDA
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