Jakyra Jackson
Buford,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
2
2
years of professional experience
Work History
Call Center Representative
Retail Business Services
05.2022 - 05.2023
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Attended telephone skills and program information training sessions to boost aptitude.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Approved and terminated customer contracts upon request.
- Educated customers on company systems, form completion, and access to services.
- Boosted customer service satisfaction ratings through consistent quality control.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
Call Center Customer Service Specialist
Santa Barbara Tax Product Group
02.2021 - 05.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved customer complaints and addressed emergency requests and needs.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Detailed payment options and explained price, receipt and billing details to customers.
- Addressed customer account discrepancies and concerns.
- Answered over 50 calls per shift to meet fast-paced call center demands.
- Educated customers on company systems, form completion, and access to services.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Maintained and managed customer files and databases.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
No Degree - Nursing Education
Harold Washington College
Chicago, ILHigh School Diploma -
Foreman High School
Chicago, IL2010
Skills
- Customer Account Updates
- Microsoft Office
- Logging Call Information
- Microsoft Outlook
- Salesforce
- Time Management
- Critical Thinking
- Verbal and Written Communication
- Active Listening
- Documentation
- Appointment Scheduling
- Resolving Issues
- Caller Accomodations
- Citrix
Timeline
Call Center Representative
Retail Business Services
05.2022 - 05.2023
Call Center Customer Service Specialist
Santa Barbara Tax Product Group
02.2021 - 05.2022
No Degree - Nursing Education
Harold Washington College
High School Diploma -
Foreman High School
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