Jalen Talley
Chattanooga,TN
Summary
Dynamic professional with extensive experience at Citi, excelling in customer care and account management. Proven ability to resolve escalated issues and enhance customer satisfaction through effective communication and problem-solving. Skilled in data entry and mentoring, consistently achieving high-quality service standards and fostering strong client relationships.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Production Worker
Volkswagen Chattanooga
Chattanooga, TN
07.2022 - 04.2025
- Collaborated with team members to meet production schedules efficiently.
- Monitored inventory levels of materials and reported shortages promptly.
- Analyzed work orders to determine materials needed for each production batch.
- Adhered strictly to established guidelines and procedures while performing duties.
- Met or exceeded target for on-time customer shipments.
Construction Worker
LIUNA Local
Knoxville, TN
09.2020 - 07.2022
- Work closely with carpenters and machine operators
- Use hand and power tools on a regular basis
- Lift materials up to 50 pounds frequently
- On feet for up to 12 hours a day in steel toe boots
- Experience quality testing concrete slurry for viscosity and density
- Prepared construction sites to eliminate possible hazards.
- Lubricated, cleaned and repaired machinery, equipment and tools.
- Measured, marked, or recorded openings or distances to layout areas for construction.
- Tended pumps, compressors and generators to provide power for tools, machinery and equipment and to heat and move materials.
- Unloaded and identified building materials, machinery and tools, distributing to appropriate locations according to project plans and specifications.
- Provided assistance to craft workers, such as carpenters, plasterers and masons.
- Ground, scraped, sanded and polished concrete, marble, terrazzo and wood flooring using abrasive tools and machines.
- Positioned or dismantled forms for pouring concrete using saws, hammers, nails, or bolts.
- Sprayed water, sand, steam, vinyl, paint, or stucco through hoses to clean, coat, or seal surfaces.
- Mopped, brushed and spread paints, cleaning solutions and compounds over surfaces to clean and provide protection.
- Erected and dismantled scaffolding, shoring, braced, traffic barricades, ramps and other temporary structures.
Escalation Specialist
Citi
Gray, TN
10.2018 - 09.2020
- Assist customers with escalated issues such as billing errors, fraud claims, credit applications etc
- Follow up and make adjustments to customers credit accounts
- Train and coach new customer service agents
- File billing disputes on customers credit accounts
- Analyzed and collected customer information to prepare product or service reports.
- Referred unresolved customer grievances to designated departments for further investigation.
- Determined charges for services requested and arranged for billing.
- Built sustainable relationships and trust with customer accounts using open and interactive communication.
- Facilitated communication between customers and internal departments during escalated issues.
- Resolved conflicts by employing active listening and problem-solving techniques with clients.
- Developed and maintained documentation for escalation protocols and best practices.
Customer Service Representative
Citi
Gray, TN
10.2018 - 06.2019
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
- Conferred with customers by telephone or in-person to provide product or service information.
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Processed customer adjustments to maintain financial accounts.
- Made appropriate account corrections to resolve customer problems.
- Recommended improvements in products, services or billing methods to prevent future problems.
- Took customer service calls to assist cardmembers.
- Transfer calls to correct department if calls were misrouted.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy.
- Followed up with customers regarding product functionality and overall satisfaction.
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
Customer Service Representative/Cashier
Best Buy
Johnson City, TN
01.2018 - 10.2018
- I work with customers with checking out, returns and exchanges.
- Take credit card payments and help set people up with warranties.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Followed up with customers regarding product functionality and overall satisfaction.
- Provided account information to customers and explained bill service policies and customer rights.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Conferred with customers by telephone or in-person to provide product or service information.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Utilized automated systems to log and retrieve call information.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
Customer Service Representative
Advanced Call Center Technologies, LLC
Johnson City, TN
07.2017 - 11.2017
- Take phone calls to collect debts.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Utilized automated systems to log and retrieve call information.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
Stocker/Sales Associate
Walmart
Cookeville, TN
05.2016 - 07.2017
- Stocked shelves during store hours, maintaining clean and presentable work areas to reduce hazards.
- Supported merchandising efforts by spot-checking and facing shelves in assigned departments.
- Built product displays to attract attention to sale and promotional items.
- Informed supervisor of needed backorders and scanning issues.
- Reviewed carton labels and work orders to decipher daily tasks.
- Documented inventory moves in daily logs and company databases.
- Checked shelf labels for each item for pricing accuracy.
- Replenished perishable items and marked out expired items upon removing from shelves.
Education
Bachelor of Arts - Completed coursework towards
TENNESSEE TECH UNIVERSITY
Cookeville, TN05-2016
High school diploma -
OAK RIDGE HIGH SCHOOL
Oak Ridge, TN06.2010
Skills
- Teaching
- Educator
- CSR
- Call Center
- Customer Care
- Account Management
- Mentoring
- Classroom Management
- Microsoft Outlook
- Data entry
- Billing adjustments
- Time management
- Call escalation
Certification
- OSHA 10, 07/01/15 - 07/01/22
- Driver's License
Timeline
Production Worker
Volkswagen Chattanooga
07.2022 - 04.2025
Construction Worker
LIUNA Local
09.2020 - 07.2022
Escalation Specialist
Citi
10.2018 - 09.2020
Customer Service Representative
Citi
10.2018 - 06.2019
Customer Service Representative/Cashier
Best Buy
01.2018 - 10.2018
Customer Service Representative
Advanced Call Center Technologies, LLC
07.2017 - 11.2017
Stocker/Sales Associate
Walmart
05.2016 - 07.2017
Bachelor of Arts - Completed coursework towards
TENNESSEE TECH UNIVERSITY
High school diploma -
OAK RIDGE HIGH SCHOOL
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