Jaleta R. Coy
Puyallup
Summary
Experienced professional service expert with a proven track record in customer interaction and issue resolution. Emphasis on teamwork and a relentless drive for desired outcomes. Recognized for adaptability, reliability, and exceptional communication skills. Proficient in conflict resolution, problem-solving, and consistently delivering high-quality service.
Overview
19
19
years of professional experience
Work History
License Service Representative 1
Department of Licensing
Olympia, Washington
05.2022 - Current
- Provide clear communication and technical support to customers while maintaining high standards of customer service while continuously exceeding daily call metrics in a high call volume environment
- Utilize analytical skills to review applications ensuring accuracy and compliance with agency policies
- Tailored communication methods based on individual client preferences, ensuring optimal engagement levels were maintained at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Serve as a liaison between customers and the department using de-escalation techniques for effective conflict resolution
Intake Agent - UIS2
Employment Security Department
Olympia, Washington
07.2021 - 02.2022
- Delivered exceptional assistance by evaluating application materials for completeness and compliance with unemployment insurance requirements
- Conducted telephone interviews demonstrating strong attention to detail in verifying work history for claimants
- Maintained files accurately ensuring adherence to laws which improved productivity standards within defined error rates
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Lead Customer Service Agent
Delta Airlines
Seattle, Washington
06.2017 - 08.2020
- Provided direction by planning daily operations at ticket counters enhancing staff efficiency through mentoring and training
- Communicated policy changes effectively improving team performance while reinforcing FAA regulations and Airline compliance policies
- Top Performer Service Award 2019
- Increased customer satisfaction by promptly addressing inquiries and resolving issues effectively.
- Fostered a positive work environment through effective conflict resolution strategies and open communication among team members.
Lead Customer Service Agent
Alaska Airlines
Seattle, Washington
06.2006 - 03.2016
- Coordinated staffing needs efficiently across multiple departments supporting operational success under pressure
- Assisted in training and mentoring of new agents emphasizing organizational skills crucial for handling competing priorities successfully
- Golden Service Award Nominations: Multiple years (2010-2015)
- Increased customer satisfaction by promptly addressing inquiries and resolving issues effectively.
- Coordinated shift scheduling to ensure adequate staffing levels and minimize overtime expenses while maintaining top-notch customer service.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Associate of Arts -
Pierce College
Skills
- Customer Service Excellence
- Leadership & Mentoring Skills
- Effective Communication (Written & Oral)
- Analytical Problem-Solving Abilities
- Organizational Expertise & Time Management Proficiency
- Conflict Resolution Techniques
- Team Collaboration Focused on DEI Principles
- Customer support
Timeline
License Service Representative 1
Department of Licensing
05.2022 - Current
Intake Agent - UIS2
Employment Security Department
07.2021 - 02.2022
Lead Customer Service Agent
Delta Airlines
06.2017 - 08.2020
Lead Customer Service Agent
Alaska Airlines
06.2006 - 03.2016
Associate of Arts -
Pierce College