Jamal Douce
Brooklyn
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Experience Technical Specialist
Whisker Pets
06.2021 - 04.2024
- Provided hands-on technical support to Whisker customers who needed additional troubleshooting after initial contact with the Product Specialist team
- Offered customers technical support with company's mobile app, including onboarding, and connectivity concerns with Litter Robot
- Booked appointments for customers by taking inbound/outbound calls by using crm software.
Customer Service Representative
TruTech
11.2019 - 06.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
File Clerk
Prager Metis
09.2016 - 11.2019
- Assisted with document scanning and imaging projects to support accurate file back-up.
- Identified and corrected inconsistencies in filing systems for increased accuracy.
- Examined, categorized, and sorted incoming documents.
- Sorted and classified documents into appropriate filing systems for increased traceability.
- Monitored and updated filing systems to meet organization standards.
- Enhanced productivity by processing incoming mail and filing documents promptly, allowing for easy access when needed.
- Consistently met or exceeded performance goals in both quality and productivity metrics, demonstrating strong attention to detail and a commitment to excellence in file management.
- Collaborated with department managers to identify areas for improvement within the filing system, implementing changes as necessary.
- Supported administrative staff through effective file management, ensuring quick retrieval of essential information.
- Managed high volumes of daily paperwork, prioritizing tasks effectively to meet deadlines without compromising accuracy or organization.
- Assisted in training new employees on proper filing procedures, ensuring consistency across the department.
Education
Bachelor of Arts - Communications
Brooklyn College
Brooklyn, NY06.2016
Skills
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook
- Adobe Photoshop
- Adobe Lightroom
- Helpdesk support
- Time Management
- Problem-Solving
- Organizational Skills
- Multitasking Abilities
- Active Listening
- Adaptability and Flexibility
Timeline
Customer Experience Technical Specialist
Whisker Pets
06.2021 - 04.2024
Customer Service Representative
TruTech
11.2019 - 06.2021
File Clerk
Prager Metis
09.2016 - 11.2019
Bachelor of Arts - Communications
Brooklyn College