Jaleeah Penny
Houston,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Nationalgridenergymgmt
11.2023 - 03.2024
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- 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.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Processed debit and credit card and electronic check payments.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Educated customers on company systems, form completion, and access to services.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Customer Service Representative
Entergy TSI
06.2022 - 11.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
92G Culinary Specialist
US Army
08.2017 - 03.2020
- Controlled logistics of kitchen supply, ensuring the kitchen was fully stocked at all times
- Ensured all areas are kept to cleanliness standards for food and consumption safety
- Required to keep all areas, tools, and storage at federal and food safety standard of procedure
- Kept inventory of all perishable goods, guaranteeing that all items were used and cooked within the proper time limit
- Keep an organized and recognizable recipe book, documenting each step so that other employees can follow and learn
- Created and prepared menus to ensure healthy nutrition of all soldiers
- Ability to adapt and overcome, while still providing the same service(s) to soldiers
- Maintain, fix, and operate various industrial kitchen appliances.
- Ensured food safety and sanitation standards were met by adhering to strict guidelines during meal preparation.
- Enhanced dining experience by preparing and serving high-quality meals for military personnel.
- Assisted in the training of new culinary specialists, sharing expertise in cooking techniques and best practices.
- Supervised food production, maintaining a consistent quality standard across all dishes.
- Conducted regular equipment maintenance checks, ensuring optimal functionality for efficient meal preparation.
- Improved team morale by consistently providing clear communication and implementing positive reinforcement strategies.
- Achieved mission success by effectively leading a diverse group of soldiers during high-stress situations.
- Trained new recruits in essential soldiering skills, fostering a strong foundation for their military careers.
- Collaborated with fellow service members from other branches during joint exercises, demonstrating adaptability and teamwork capabilities.
Education
Human Resource Managemnt - Human Resources Management
University Of Pheonix
Phoenix, AZ03.2023
Certified Medical Admistrative Assistant CMAA - Medical Assisting
MedCerts
Remote05.2022
Skills
- Scheduling
- Data Entry
- Product Knowledge
- Account updating
- Appointment Scheduling
- Data Collection
- Consultative Sales
- Report Generation
- Information Security
- Call Management
- Problem Resolution
- Customer Service
- Problem-solving abilities
- Team Development
- Critical Thinking
- Active Listening
- Complaint resolution
- Quality Assurance
- Product Upselling
- Inbound phone calls
- Prospecting skills
- Quality Control
- Performance Improvement
- Call Center Operations
- Verbal and written communication
- Customer service optimization
- System Documentation
- Answering questions
- Call Center Customer Service
- Benefits Administration
- Disability Evaluation
- Program Planning
- Written Communication
- Adaptability and Flexibility
- CRM Software
- Task Prioritization
- Professional Communication
- Clear Communication
- Analytical Thinking
- Clerical Support
- CCS Software Proficiency
- Salesforce Software Proficiency
- CSS Software Proficiency
Timeline
Customer Service Representative
Nationalgridenergymgmt
11.2023 - 03.2024
Customer Service Representative
Entergy TSI
06.2022 - 11.2023
92G Culinary Specialist
US Army
08.2017 - 03.2020
Human Resource Managemnt - Human Resources Management
University Of Pheonix
Certified Medical Admistrative Assistant CMAA - Medical Assisting
MedCerts
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