JaKeisha Clebourn
Houston,TX
Summary
Seeking a position as an Account/Customer Service Representative where computer knowledge and customer service skills are able to contribute to an established organization. SUMMARY OF QUALIFICATIONS: Possess warm outgoing personality with great telephone etiquette. Extensive knowledge of handling general administrative and clerical duties. Skilled in computer applications like MS Word, PowerPoint, Excel, and the Internet. Excellent communication skills (listening, verbal, and written). Works well under pressure with the ability to rapidly learn new tasks, while maintaining patience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Technical Support Specialist
ADT
01.2023 - Current
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Walked individuals through basic troubleshooting tasks.
- Recorded and maintained relevant notes for each client and work order.
- Monitored systems in operation and quickly troubleshot errors.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Used ticketing systems to manage and process support actions and requests.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
Rural Mail Carrier
United States Post Office
11.2021 - 01.2023
- Followed safety protocols and regulations while driving, upholding professional service reputation.
- Organized mail ahead of delivery runs for correct routing.
- Maintained records on customers with mail forwarding and change of address requests.
- Distributed items on time and to correct locations for punctual, professional mail services.
- Sorted mail according to order of address appearance for easy access in field.
- Delivered mail and packages to customers on prescribed route while processing check submissions, money orders, and stamp purchases in field.
- Conducted daily maintenance and safety checks on delivery vehicles, limiting service delays and disruptions.
- Collected mail from post office boxes and distributed goods to correct addresses.
- Remained physically fit to safely lift and transport packages weighing up to 70 pounds.
- Observed traffic and safety regulations for safe transport and delivery of mail.
- Directly interacted with customers to deliver mail, packages, and ordered goods.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
Customer Service Representative
Alight Solutions
07.2020 - 11.2021
- Uses computerized system for tracking, information gathering and troubleshooting
- Coach and assist less experienced team members to ensure continuous development
- Solve problems and/or propose some solutions
- Work with companies to assist with Health and Welfare Enrollments
- Assist with 401k and Pension solutions with Companies.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
Telephone Banker
Woodforest National Bank
09.2019 - 06.2020
- Provides excellent service to customers calling acquiring about their banking account
- Manages to meet banking sales goals, and exceed that goal every month
- Resolves and finds solutions for any and every situation
- Sale banking products to customers based on their needs and wants
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Evaluated viability of funding sources and destinations to proactively detect fraud.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
Telephone Banker
JP Morgan Chase
01.2018 - 03.2019
- Provides excellent service to customers calling acquiring about their banking account
- Manages to meet banking sales goals, and exceed that goal every month
- Resolves and finds solutions for any and every situation
- Sale banking products to customers based on their needs and wants
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Evaluated viability of funding sources and destinations to proactively detect fraud.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
Customer Service Representative
Aon Hewitt
06.2015 - 08.2017
- Uses computerized system for tracking, information gathering and troubleshooting
- Coach and assist less experienced team members to ensure continuous development
- Solve problems and/or propose some solutions
- Work with companies to assist with Health and Welfare Enrollments
- Assist with 401k and Pension solutions with Companies.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Utilized customer service software to manage interactions and track customer satisfaction.
Sr. Collection Specialist II
JP Morgan Chase
06.2013 - 06.2015
- Handles escalated and/or large payment delinquencies
- Initiate calls to delinquent customers to collect payments and settle accounts
- Coach and assist less experienced team members to ensure continuous development
- Uses computerized system for tracking, information gathering and troubleshooting
- Respond to calls requiring special handling or resolutions that deviate from standard collection policies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Used skip tracing and other techniques to locate debtors.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Quantified debtor balances to avoid late payments and bad credit.
Education
High School Diploma -
W. Nimitz Senior High School
06.2009
Some College (No Degree) - Human Resources Development
Lonestar Community College
Houston, TXSkills
- Data Connectivity
- Remote Technical Assistance
- Atlassian JIRA
- Payroll Submission
- Issue and Resolution Tracking
- Computer System Diagnostics Software
- Technical Instruction
- Issue Research
- Troubleshooting and Diagnosing
- Microsoft Windows and Office
- Documenting Calls
- Diagnostic Protocol Implementation
- Technical Support and Assistance
Timeline
Technical Support Specialist
ADT
01.2023 - Current
Rural Mail Carrier
United States Post Office
11.2021 - 01.2023
Customer Service Representative
Alight Solutions
07.2020 - 11.2021
Telephone Banker
Woodforest National Bank
09.2019 - 06.2020
Telephone Banker
JP Morgan Chase
01.2018 - 03.2019
Customer Service Representative
Aon Hewitt
06.2015 - 08.2017
Sr. Collection Specialist II
JP Morgan Chase
06.2013 - 06.2015
High School Diploma -
W. Nimitz Senior High School
Some College (No Degree) - Human Resources Development
Lonestar Community College