Jalesia Harper
Bossier City,LA
Summary
Personable and dedicated Customer Service Representative with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Assistant Director of Daycare
Epic Learning Center
Bossier City, LA
01.2020 - 01.2024
- Provided guidance to departmental staff in resolving customer complaints.
- Researched and negotiated pricing to reduce cost of equipment and supplies.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Managed daily workflow of personnel by assigning tasks, tracking progress and providing assistance when needed.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
Customer Service Supervisor
Concentrix
Bossier City, LA
02.2020 - 06.2023
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Resolved customer complaints or answered customers' questions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Monitored phone calls to provide feedback and coaching.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Answered phone calls and responded to questions and concerns.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
Customer Service Representative
Alorica
Bossier City, LA
02.2021 - 01.2023
- Improved customer service wait times to mitigate complaints.
- Prevented key account losses by researching discrepancies and correcting problems.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Supported sales team members to drive growth and development.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Made outbound calls to obtain account information.
- Strengthened customer retention by offering discount options.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Education
Some College (No Degree) - Criminal Justice
Bossier Parish Community College
Bossier City, LASkills
- Grant Proposals
- Data Analysis
- Economic Development
- Operations Management
- Staff Development
- Staff Management
- Program Coordination
- Task Delegation
- Creative Direction
- Project Management
- Risk Analysis
- Workforce Planning
Timeline
Customer Service Representative
Alorica
02.2021 - 01.2023
Customer Service Supervisor
Concentrix
02.2020 - 06.2023
Assistant Director of Daycare
Epic Learning Center
01.2020 - 01.2024
Some College (No Degree) - Criminal Justice
Bossier Parish Community College
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