Jalan Russell
Brownsville,TN
Summary
Motivated Strong Individual with strong sense of humor and responsibility and a proven track record of vigilance seeking an entry level security guard position and future law enforcement. Eager to deliver strong safety observation skills to create a secure and inviting environment for the staff, clients, and guests.
Overview
7
7
years of professional experience
Work History
Customer service/ Assistant
CSR
06.2025 - Current
- Developed training materials that improved onboarding process for new customer service representatives.
- Led initiatives to optimize workflow, increasing response time and overall customer satisfaction rates.
- Analyzed customer feedback data, driving strategic decisions that enhanced service offerings and retention strategies.
- Answered customer questions about product availability and shipment times.
- Collaborated with team members to improve overall customer experience and boost company reputation.
- Developed strong relationships with customers, establishing trust and loyalty through attentive service.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Managed customer complaints effectively, offering solutions that exceeded expectations.
- Refunded money and adjusted bills to resolve customer service or billing complaints.
- Provided exceptional support during peak hours as well as holidays and special events.
Customer Service Representative
A.W Companies Inc
Brownsville, TN
08.2025 - 02.2026
- Resolved customer inquiries effectively through multi-channel communication methods.
- Trained new team members on company policies and customer service best practices.
- Improved customer satisfaction ratings by implementing feedback-driven service adjustments.
- Managed high-volume calls while maintaining quality assurance standards and performance metrics.
Customer Service Representative
Alorica
02.2022 - 06.2025
- At Alorica I was responsible for taking outbound calls and dealing with customers all around the world while utilizing my Empathy and Active Listening Skills and then properly creating a case for every call.
Security
AJ's Security
Memphis TN
12.2021 - 09.2023
- Monitored alarms and security cameras and responded to issues.
- Increased data security, implementing cutting-edge encryption methods and firewalls.
- Coordinated with security personnel during emergency situations, ensuring customer safety.
- Regularly conducted security and sanitation checks.
Team Leader
Fed Ex
Memphis TN
02.2019 - 01.2021
- I maintained cleanliness and organizational warehouse supplies, Cargo and machinery in accordance with OSHA standards.
- Reported all equipment failures and malfunctions to the supervisor for replacement or repair.
- Directed and trained warehouse associates on material handling processes to reduce shipping turn around times.
- Learned and performed all warehouse processes as needed.
Education
High School -
Fairley High School
Memphis, TN05.2023
Skills
- Empathy and Active Listening
- Collaboration
- Negotiation
- Motivated Strong Individual
- Strong sense of humor
- Responsibility
- Proven track record of vigilance
- Customer consultation
- Complaint resolution
- Complaint handling
- Cash handling
- Customer focus
- Payment processing
- Account management
- Documentation and reporting
- Staff education and training
- Technical support
- Refund processing
- Call center operations
- Quality assurance controls
- Call center experience
- Customer service
- Call documentation
- Quality control
- Customer relations
- Work prioritization
- Active listening
Job Descriptions
Maintained cleanliness and organizational warehouse supplies, cargo, and machinery in accordance with OSHA standards. Reported all equipment failures and malfunctions to the supervisor for replacement or repair. Directed and trained warehouse associates on material handling processes to reduce shipping turnaround times. Learned and performed all warehouse processes as needed., Responsible for taking outbound calls and dealing with customers all around the world while utilizing Empathy and Active Listening Skills and then properly creating a case for every call.
Timeline
Customer Service Representative
A.W Companies Inc
08.2025 - 02.2026
Customer service/ Assistant
CSR
06.2025 - Current
Customer Service Representative
Alorica
02.2022 - 06.2025
Security
AJ's Security
12.2021 - 09.2023
Team Leader
Fed Ex
02.2019 - 01.2021
High School -
Fairley High School