Jamal Slaughter
Atlanta,GA
Summary
Seasoned Call Center Specialist with relevant background in customer service, sales, and technical support. Strong communication abilities, problem-solving skills, and customer-focused mindset have been key tools for success. Consistently provided high-quality service while meeting targets and goals in fast-paced environments. Significant contributions include improved customer satisfaction rates and streamlined call center processes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Bank of America
Atlanta, GA
09.2024 - Current
- Assisted customers with account inquiries and transaction requests.
- Processed customer transactions accurately and efficiently.
- Resolved customer complaints and provided timely solutions.
- Educated clients on banking products and services effectively.
- Maintained up-to-date knowledge of bank policies and procedures.
- Utilized bank systems for data entry and account management.
- Followed compliance protocols to ensure secure transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Customer Support Specialist
DHL Supply Chain
Union City, GA
02.2022 - 08.2025
- Provided support to customers through phone and email communications.
- Resolved customer inquiries efficiently using internal systems and tools.
- Documented customer interactions accurately in the database for tracking purposes.
- Analyzed customer feedback to identify areas for service improvement.
- Maintained knowledge of company policies and procedures to guide customers effectively.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Responded quickly to customer inquiries, needs and problems.
Customer Service Support Representative
Fed Ex Ground
Norcross, GA
06.2019 - 12.2021
- Assisted customers with inquiries regarding shipment tracking and delivery options.
- Resolved service issues through effective communication and problem-solving techniques.
- Educated customers on FedEx Ground services, policies, and procedures for optimal use.
- Documented interactions in the customer relationship management system for record-keeping.
- Built sustainable relationships with customers through open communication.
- Assisted customers with product returns and exchanges.
Call Center Specialist
Amazon
Forest Park, GA
01.2016 - 04.2019
- Managed high-volume inbound calls while maintaining a professional demeanor.
- Utilized internal systems to track customer inquiries and service requests efficiently.
- Trained new employees on call procedures and customer interaction techniques.
- Supported escalation processes by documenting complex issues for further resolution.
- Provided feedback on the efficiency of the customer service process.
- Greeted customers warmly and ascertained problem or reason for calling.
- Answered incoming calls promptly and professionally.
- Utilized computer technology to handle high call volumes efficiently.
Education
Associate of Science - Computer And Information Sciences
Gordon College
Barnesville, GA05-2014
Some College (No Degree) - Computer Science
Georgia Gwinnett College
Lawrenceville, GASkills
- Call handling
- CRM utilization
- Troubleshooting strategies
- Transaction processing
- Customer education
- Customer relationship management
- Documentation accuracy
- Problem solving
- CRM software
- Script adherence
- Proficiency in Windows software
- 62 WPM
- Logging call information
- Customer service optimization
Certification
- Google IT Certifiate
- Associate In Computer Science
Accomplishments
- Employee Of The Year At DHL
Timeline
Customer Service Representative
Bank of America
09.2024 - Current
Customer Support Specialist
DHL Supply Chain
02.2022 - 08.2025
Customer Service Support Representative
Fed Ex Ground
06.2019 - 12.2021
Call Center Specialist
Amazon
01.2016 - 04.2019
Associate of Science - Computer And Information Sciences
Gordon College
Some College (No Degree) - Computer Science
Georgia Gwinnett College
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