Jalah Jones
Lansing
Summary
Dynamic Client Service Advocate at Jackson National Life with a proven track record in enhancing customer satisfaction through active listening and effective problem-solving. Personable and empathetic, with strong aptitude for understanding and addressing client needs. Equipped with foundational knowledge of customer service principles and proficient in communication. Committed to enhancing client satisfaction and fostering positive client relationships.
Overview
3
3
years of professional experience
Work History
Client Service Advocate
Jackson National Life
05.2024 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Restorative Justice Facilitator
Resolution Services Center Of Central Michigan
04.2023 - 05.2025
- Coordinated outreach initiatives to increase community awareness of restorative justice programs.
- Developed and maintained comprehensive databases to track participant progress and program outcomes.
- Streamlined record-keeping processes to ensure timely and accurate reporting of program activities.
- Supported conflict resolution sessions by providing logistical and administrative assistance.
- Collaborated with diverse teams to design and implement targeted intervention strategies.
- Maintained accurate documentation of all program-related activities to ensure compliance with regulations.
- Established rapport with clients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
- Provided administrative support to department leadership, streamlining daily operations through efficient task prioritization and delegation skills.
- Collaborated with external partners to expand program reach and impact.
- Completed daily logs for management review.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Facilitated group therapy sessions, promoting healthy communication and conflict resolution skills among participants.
- Managed conflict resolution by mediating disputes between school employees and students, fostering a positive work environment.
- Improved communication skills among youth with tailored conflict resolution training.
- Streamlined conflict resolution processes by implementing effective risk management strategies.
- Facilitated conflict resolution among students, promoting positive social interactions within the group setting.
- Supported children''s emotional growth through compassionate listening and conflict resolution strategies.
- Promoted positive relationships among students and school staff through conflict resolution techniques and team-building exercises.
- Implemented comprehensive training to increase employee productivity and morale.
- Supported facilitators at multiple schools in order to navigate case volumes, perform focus groups, create classroom presentations, and provide presentations tailored to teachers concerns.
Education
High School Diploma -
Waverly High School
Lansing, MI06-2018
Skills
- Client relationship building
- Active listening and empathy
- Team collaboration attitude
- Written and oral communication
- Time Management
- Case Management
- Critical Thinking
- Customer Service
- Conflict Resolution
- Initiative
- Attention to detail
- Emotional support strategies
Timeline
Client Service Advocate
Jackson National Life
05.2024 - Current
Restorative Justice Facilitator
Resolution Services Center Of Central Michigan
04.2023 - 05.2025
High School Diploma -
Waverly High School