Jamaal Gainey
Dalzell,SC
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
14
14
years of professional experience
Work History
Senior Client Advocate
Sykes
03.2023 - Current
- Enhanced client satisfaction by addressing and resolving complex issues effectively.
- Streamlined communication channels for improved client relations and faster response times.
- Conducted comprehensive needs assessments to identify areas of improvement in client support services.
- Optimized internal processes for better efficiency, enhancing overall quality of service provided to clients.
- Led training sessions for team members on effective communication techniques, improving overall department performance metrics significantly.
- Established trusted relationships with clients, providing expert guidance on strategies that aligned with their unique objectives and goals.
Customer Service Team Lead
Sykes
07.2010 - 03.2023
- Manages ACD metrics and methodology, including reporting to management.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
Trainer
Sykes
08.2020 - 10.2021
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Improved overall call center performance by identifying skill gaps and providing targeted training solutions.
- Facilitated hands-on workshops to enhance employee understanding of company policies and procedures.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Streamlined onboarding processes, resulting in decreased time to productivity for new employees.
Education
Certificate - Computer Installation And Repair Technology
Central Carolina Technical College
Sumter, SC05.2003
Skills
- Decision making
- Empathy and understanding
- Training and development
- Data analysis
- Client relationship management
- Strong communication
- Interpersonal skills
- Performance monitoring
- Cross-functional collaboration
- Time management
- Team leadership
- Call Control
Timeline
Senior Client Advocate
Sykes
03.2023 - Current
Trainer
Sykes
08.2020 - 10.2021
Customer Service Team Lead
Sykes
07.2010 - 03.2023
Certificate - Computer Installation And Repair Technology
Central Carolina Technical College
Similar Profiles
Martha SizemoreMartha Sizemore
Customer Service Representative (Remote) at SykesCustomer Service Representative (Remote) at Sykes
Amy EdwardsAmy Edwards
Customer Service Representative at SYKESCustomer Service Representative at SYKES
Janasha TaylorJanasha Taylor
Customer Service Representative at SYKESCustomer Service Representative at SYKES
Briana PolumboBriana Polumbo
Sales Representative at SYKESSales Representative at SYKES
David RentzDavid Rentz
Equipment Operator at Self-employeedEquipment Operator at Self-employeed