Jalecea Lane
Hephzibah,GA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Manufacturing professional prepared for high-paced environments, ensuring product quality and consistency. Known for adaptability and reliability, consistently meeting production targets and maintaining equipment. Strong focus on teamwork and collaboration, displaying mechanical aptitude and attention to detail.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
TTEC
Augusta Ga
08.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
Assembly Line Production Worker
Caterpillar
Athens, Ga
11.2023 - 04.2024
- Maintained a clean and organized workstation, ensuring optimal productivity and safety for all workers.
- Contributed to overall team success by meeting daily production targets consistently.
- Collaborated effectively with team members to maintain smooth workflow and efficient product assembly.
- Demonstrated adaptability by learning new procedures quickly when changes were implemented on the production line.
- Operated various tools and equipment proficiently for faster product assembly without compromising quality.
- Exceeded company expectations regarding punctuality and attendance, demonstrating a strong work ethic and commitment to the success of the assembly line team.
- Reduced errors in assembled products by maintaining a keen attention to detail and following instructions closely.
- Achieved consistent results in product quality while maintaining a fast-paced work environment on the assembly line.
- Enhanced production efficiency by assembling products quickly and accurately on the assembly line.
- Maximized output by working efficiently under pressure during periods of high demand or tight deadlines.
- Displayed strong problem-solving abilities when faced with challenges during the assembly process, finding solutions efficiently without compromising quality or speed.
- Adhered to strict safety protocols, minimizing workplace accidents and injuries during the assembly process.
- Managed inventory of parts required for assembly, notifying supervisors of low stock levels when necessary.
- Promoted teamwork among colleagues through effective communication skills and collaboration efforts on the production floor.
- Increased product quality through thorough inspection of assembled items before packaging.
- Completed durable assemblies and subassemblies with hand and power tools.
- Followed protocols to enhance protection and maintain safe work environment.
- Assisted quality assurance by inspecting items and removing defective parts.
- Assisted with training new employees, sharing expertise and best practices for assembly line work.
- Assembled components with minimal supervision, exceeding expected project milestones.
- Completed daily inspection of machines and equipment.
- Assembled products and components and made proactive adjustments to settings to produce work within tight tolerances.
- Performed quality checks on finish products to verify compliance specifications and assign appropriate quality grades.
Assembler
Textron Specialized Vehicles
Augusta , GA
03.2020 - 07.2022
- Provide feedback on design changes that could improve efficiency of the production line.
- Follow established assembly methods and procedures to ensure product quality standards are met.
- Maintain a clean work area by sweeping up debris from assembly operations.
- Read and interpret blueprints, schematics, drawings, and work orders to determine the specific assembly instructions.
- Inspect finished products for defects and conformance to customer requirements.
- Align components for proper fit and adjust as necessary during the assembly process.
- Notify supervisors of any potential issues that may cause delays in production schedules.
- Assemble components according to specifications using hand tools, power tools, and other equipment.
- Adhere strictly to health and safety regulations while carrying out daily tasks.
- Assist in training new employees on proper safety procedures while operating machinery.
- Collaborate with team members to optimize workflow processes within the department.
- Monitor stock levels of raw materials needed for upcoming production runs.
- Assembled parts and subassemblies following blueprints and assembly instructions.
Customer Service Representative
Teleperformance
Augusta , GA
01.2016 - 03.2020
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained a high level of professionalism when dealing with difficult customers.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Conducted regular follow-up calls with customers after resolving their issues.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved customer complaints promptly and efficiently.
- Implemented innovative methods for streamlining the customer service process.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed positive relationships with customers through friendly interactions.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified opportunities for upselling additional products or services based on customer needs.
- Answered customer inquiries via phone, email, and chat.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided accurate information about products and services to customers.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Developed strong customer relationships to encourage repeat business.
Cashier
Zaxby's Chicken Fingers & Buffalo Wings
Augusta , GA
09.2014 - 01.2016
- Assisted customers over the phone regarding store operations, product information and order placement.
- Greeted customers and answered any questions they had about the store's products and services.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Performed other duties as assigned by management.
- Ensured compliance with all safety regulations within the store environment.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
Education
High School Diploma -
Glenn Hills High School
Augusta, GA05-2013
Skills
- Call Management
- Consultative Sales
- Appointment Scheduling
- Product Knowledge
- Account updating
- Data Entry
- Data Collection
- Complaint resolution
- Information Security
- Inbound and Outbound Calling
- Scheduling
- Follow-up skills
- Typing 40 WPM
- Product Education
- Adaptive team player
- Sales closing
- Customer Education
- Sales expertise
- Typing proficiency
- Microsoft Excel
- Problem-solving abilities
- Payment Processing
- Computer Proficiency
- CRM Software
- Product Sales
- Product Promotion
- Service Upselling
- Safety procedures
- Hand-eye coordination
- Workplace cleanliness
- Quality control analysis
- Quality control
- Critical thinking
- Work order review
- Process monitoring
- Reading comprehension
- Attention to detail
- Problem-solving
- Time management
- Blueprint reading
- Mechanical aptitude
- Multitasking and organization
- Power tool usage
- Team collaboration
- Material handling
- Basic machine operation
- Verbal communication
- Safety compliance
- Production line efficiency
- Basic math
- Tool handling
- Assembly and production
- Conveyor belt operation
- Safety protocols
- OSHA compliance
- Work area cleaning
Education and Training
Augusta, GA
Timeline
Customer Service Representative
TTEC
08.2024 - Current
Assembly Line Production Worker
Caterpillar
11.2023 - 04.2024
Assembler
Textron Specialized Vehicles
03.2020 - 07.2022
Customer Service Representative
Teleperformance
01.2016 - 03.2020
Cashier
Zaxby's Chicken Fingers & Buffalo Wings
09.2014 - 01.2016
High School Diploma -
Glenn Hills High School