Jamacina Bonds
Philadelphia,PA
Summary
Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Remote Customer Service Advisor
Blackboard Inc.
04.2022 - 06.2022
- Provided support and guidance to students experiencing academic technical troubles.
- Investigated complaints and worked with students, parents and teachers on finding positive resolutions.
- Answered student inquiries and resolved problems related to curriculum and course prerequisites.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Expediently assisted students with with reset passwords, courses other pertinent information as needed.
- Maintained 8-minute call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
Supportive Service Assistant
School District Of Philadelphia
04.2017 - 03.2021
- Monitored and reported student progress and development, offering mentoring as needed.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Kept records of student progress for teachers and parents and made notes on behavior, grades, comprehension, and personal growth.
- Provided one-on-one and group-based learning support focused on student progress.
- Worked with teacher to identify and target opportunities for instructional improvements.
Client Relations Associate
Agency Insurance Services
06.2012 - 04.2017
- Accurate and consistently documented each call on customer's record, thoroughly completed required actions.
- Input and saved verified customer's information into th system's log.
- Kept detailed records of daily activities through online customer database.
- Communicated with customers to assess and address individual needs, providing timely and quality support.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Directed 4-person team of customer service personnel while helping front-line team members work effectively with over 50 daily customers.
- Produced and implemented customer satisfaction guarantee program which directly resulted in 30% increase in sales.
Education
Bachelor of Science - Human Services
Chestnut Hill College
Philadelphia, PA05.2020
Skills
- Process Optimization
- Customer Relations
- Operational Efficiency
- Online Chat
- Microsoft Word
- Technical Support and Assistance
- Appointment Scheduling
- Customer Implementation Support
- Quality Assurance
Timeline
Remote Customer Service Advisor
Blackboard Inc.
04.2022 - 06.2022
Supportive Service Assistant
School District Of Philadelphia
04.2017 - 03.2021
Client Relations Associate
Agency Insurance Services
06.2012 - 04.2017
Bachelor of Science - Human Services
Chestnut Hill College
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