Jamaal Divens
Merritt Island
Summary
Dynamic customer service professional with expertise in active listening and critical thinking. At Water Testing America, enhanced client satisfaction by efficiently managing service requests and collaborating with technical teams. Proven track record in resolving complex issues, leveraging computer proficiency and call center experience to drive customer relations and achieve a 95% resolution rate.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Water Testing America
05.2024 - 12.2025
- Assisted customers with inquiries regarding water quality testing services and procedures.
- Processed service requests and managed scheduling for water testing appointments efficiently.
- Educated clients on proper sampling techniques to ensure accurate test results.
- Collaborated with the technical team to resolve customer issues promptly and effectively.
- Maintained detailed records of customer interactions in CRM system for future reference.
Customer Support Specialist
Alorica
02.2021 - 04.2024
- Resolved customer inquiries via phone and email, ensuring timely and effective solutions.
- Documented support interactions in CRM system to maintain accurate records of customer issues.
- Collaborated with team members to develop knowledge base articles for common customer questions.
- Assisted in troubleshooting technical issues, enhancing customer satisfaction through effective communication.
- Implemented follow-up procedures to ensure resolution of complex customer concerns effectively.
Education
High School Diploma -
Hillsborough High School
5000 N Central Ave, Tampa, FL 33603Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Computer proficiency
- Call center experience
Timeline
Customer Service Representative
Water Testing America
05.2024 - 12.2025
Customer Support Specialist
Alorica
02.2021 - 04.2024
High School Diploma -
Hillsborough High School