Jakima Greathouse

• Adaptable and proficient in learning new concepts quickly and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Excellent communication skills, both verbal and written.
• Self-motivated, with a strong sense of personal responsibility.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Skilled at working independently and collaboratively in a team environment.
• Developed and maintained courteous and effective working relationships.
• Proven ability to learn quickly and adapt to new situations.

Type your achievements and responsibilities

• Assists department manager with supervising, interviewing, selecting, promoting, scheduling, training, motivating, evaluating and disciplining of assigned group of Customer Care Representatives
• Reviews telephone activity reports to develop objectives related to increasing the skill levels of Customer Care Representatives and to improve the productivity and customer service levels of the department
• Monitors the Customer Care Representative\\'s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs.

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• Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
• Researched issues to obtain appropriate answers to customer inquiries.
• Educated staff on strategies for handling difficult customers and challenging situations.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
• Assigned jobs to individual employees by considering factors such as previous training, current abilities and general knowledge.

• Assists department manager with supervising, interviewing, selecting, promoting, scheduling, training, motivating, evaluating and disciplining of assigned group of Customer Care Representatives
• Reviews telephone activity reports to develop objectives related to increasing the skill levels of Customer Care Representatives and to improve the productivity and customer service levels of the department
• Monitors the Customer Care Representative\\'s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs.

• Assisted Customer Care Professionals answering questions and/or providing coaching to ensure specialists understand troubleshooting, all products and services, and has strong knowledge of policies and procedures
• Worked with Supervisors to ensure Team and Customer Care Professional development
• Assisted in handling escalated problem-solving issues and difficult customer calls, while working with the management team
• Assisted in identifying call driver activity and real time agent efficiencies
• Assisted in building team environment

• Assisted customers with billing, troubleshooting, and sales of cable, internet, and phone
• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
• Answered an average of 50 calls per day by addressing customer inquiries, solving problems and providing new product information.
• Consistently led the team in sales becoming one of the top sales agents in the Blue Ash call center