Jaleesa Carter
North Little Rock,AR
Summary
Personable and dedicated Customer Service Professional with extensive experience in the Information Technology and Services industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with customers. Motivated to maintain customer satisfaction. Devoted to giving every customer a positive and memorable experience and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Life Insurance Underwriter
Final Expense Sales Leads
12.2023 - Current
- Determined the amount of coverage based on applicant's age, health status, and lifestyle choices.
- Ensured compliance with state regulations regarding life insurance products.
- Identified fraud or misrepresentation in applications by researching details of each case thoroughly.
- Communicated decisions related to pending applications in a timely manner.
Customer Service Specialist
Verizon Wireless
North Little Rock, AR
11.2012 - 10.2023
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Provided technical support for troubleshooting software applications used by customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Recommended improvements in products, service and billing methods to management to prevent future problems..
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Developed strategies for improving customer service processes based on feedback from customers and team members.
- Assisted customers in navigating through website features and functions to locate desired information or products.
Customer Care Representative
Accent/Sprint
Hot Springs, AR
01.2012 - 11.2012
- Processed customer account changes with proprietary software.
- Recommended potential products or services after analyzing customer needs.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Provided accurate, valid, and complete information to customers.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Developed strong customer relationships to encourage repeat business.
Caregiver
Home Instead Senior Caregiving
Conway, AR
08.2010 - 05.2011
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
- Assisted clients with maintaining good personal hygiene.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Built strong and trusting rapport with clients and loved ones.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Followed care plan and directions to administer medications.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
Youth Development Professional-Summer
Boys and Girls Club
El Dorado, AR
05.2008 - 08.2008
- Engaged with youth in recreational, treatment-focused and educational activities to encourage growth and interpersonal skill development.
- Promoted positive self-esteem among all participants through encouraging words and affirmations.
- Supported teens in making healthy lifestyle choices.
- Encouraged positive behavior by setting expectations and providing feedback.
- Organized recreational activities such as sports tournaments, movie nights, field trips, and other events.
- Provided guidance and support to help foster the social, emotional, physical, and intellectual growth of youth.
Education
Information Technology
AECC
Little Rock, AR05-2024
Bachelor of Science - Addiction Studies
University of Central Arkansas
Conway, AR05.2011
Skills
- Account Management
- Telephone Etiquette
- Project Management
- Customer Service
- Good Communication Skills
- Problem Resolution
- Documentation
- Decision-making
- Team Collaboration
- Rapport Building
- Time Management
- Multitasking and Organization
- Strong Ethics
- Inbound and Outbound Calling
- Computer Proficiency
- Technical Support
Certification
Life Insurance Producer- Arkansas, Tennessee, Missouri, Kentucky, and Texas
Timeline
Life Insurance Underwriter
Final Expense Sales Leads
12.2023 - Current
Customer Service Specialist
Verizon Wireless
11.2012 - 10.2023
Customer Care Representative
Accent/Sprint
01.2012 - 11.2012
Caregiver
Home Instead Senior Caregiving
08.2010 - 05.2011
Youth Development Professional-Summer
Boys and Girls Club
05.2008 - 08.2008
Information Technology
AECC
Bachelor of Science - Addiction Studies
University of Central Arkansas
Life Insurance Producer- Arkansas, Tennessee, Missouri, Kentucky, and Texas
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