Jaleese Whitfield
Florissant,MO
Summary
Customer Service Lead bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Call Center Team Lead
Automated Health Systems
01.2023 - Current
- Conducted 6 weeks of intensive training for the role at the Automated Health Systems call center.
- Handled sensitive information such as social security numbers and DCN numbers, facilitating government assistance for clients in need.
- Answered any concerns agents may have regarding the case.
- Deescalated difficult situations with clients and colleagues.
- Provided exemplary customer service and support for medical insurance services.
- Gave guidance to colleagues.
- Demonstrated commitment to assisting others, contributing to a positive work environment.
Supervisor/Cashier
TJ Maxx
02.2020 - 08.2023
- Actively pursuing a degree in Business Administration/Development.
- Served as a supervisor at TJ Maxx, overseeing the service desk.
- Successfully encouraged multiple customers to sign up for TJ Maxx credit cards.
- Consistently achieved high customer satisfaction survey ratings within a short timeframe.
- Prioritized customer experience and engagement at TJ Maxx.
- Scheduled breaks/lunch for cashiers as well as assist with each department around the store.
Call Center Representative
Ox Car Care, Inc
08.2022 - 07.2023
- Specialized in selling car warranties and provided customer service and guidance for other coworkers as well.
- Consistently met weekly quotas of 20 sales a week and 20 inbound calls per day with unlimited outbound.
- Listened to recordings with team to go over performance ratings, to give advice on how to better the team and self.
- Assumed a leadership role, guiding colleagues on effective customer communication.
- Commission based company.
Education
Associate's Degree - Business Administration
Fontbonne University
St Louis, MOSkills
- Employee Development
- Knowledge Database Understanding
- Team Management
- Attendance Tracking
- Quality Assurance
- Call Center Customer Service
- Quality Controls
- Multitasking
- Effective Communication
- Customer Service
- Sales Techniques
- Training Development
- Adaptability
- Conflict Resolution
- Process Improvement
- Escalation Handling
- Problem Solving
- Performance Monitoring
- Time Management
- De-Escalation Techniques
- Account Management
- Quality Control
- Problem-Solving
- Team Building
Timeline
Call Center Team Lead
Automated Health Systems
01.2023 - Current
Call Center Representative
Ox Car Care, Inc
08.2022 - 07.2023
Supervisor/Cashier
TJ Maxx
02.2020 - 08.2023
Associate's Degree - Business Administration
Fontbonne University