Jamal Thompson
Carrollton,TX
Summary
- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Customer Success Manager
Moxie Pest Control
03.2023 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Product Support Specialist
Nwea
08.2022 - 12.2022
- Handle first level support (calls, emails, and chats) for common issues related to NWEA's products, including preparation for testing, managing test sessions, and interpretation of reporting data
- Document conversations with partners by recording clear, concise, accurate, and detailed case notes for every interaction in CRM
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Senior Help Desk Associate
DXC Technologies/Raytheon
08.2019 - 03.2022
- Applies technical knowledge to provide 1st tier support to diagnosis, troubleshoot and resolve network end user application computer software and hardware problems and issues
- Receives calls from users to resolve simple and complex computer software and hardware problems Provides services including inquiries of how to set up and use specific software, technical printer, word processing, electronic mail, and operating system issues
- Configured hardware, devices and software to set up work stations for employees.
Data Analyst
CBRE
04.2018 - 01.2019
- Ensures business data and analysis requirements are met by properly applying data concepts, including data structures, collection and cleansing, and structured and unstructured data analysis and reporting
- Develops data structures and pipelines to organize, collect, cleanse, and standardize data in order to generate insights and addresses reporting needs
- Well versed in knowledge of creating algorithms, identifying patterns and insights from structured and unstructured data sets utilizing graphs, trees and/or other data representation techniques as required
- Synthesized complex analytics-derived insights into easy-to-understand, actionable recommendations for business users
Education
TXSoftware Development Certification -
EdgeTech Academy
Arlington, TX03.2018
School Diploma -
Creekview High School
Carrollton, TX06.2009
Skills
- Windows & Mac OS
- Sap, Salesforce, Zendesk, Service Now, CRM Software
- Technical Support, Program Support, Administrative support, Application support
- Inbound, Outbound, Dispatch, Collection, Help Desk, Live chat Messaging
- Data entry, Thorough note-taking, Report Transcription
- Customer Service, Assistance, Client Relationships, Customer Needs Assessment
- Account management, Quality assurance
- Creative problem solving
- Ticket support system management
- Customer service expert
Timeline
Customer Success Manager
Moxie Pest Control
03.2023 - Current
Product Support Specialist
Nwea
08.2022 - 12.2022
Senior Help Desk Associate
DXC Technologies/Raytheon
08.2019 - 03.2022
Data Analyst
CBRE
04.2018 - 01.2019
TXSoftware Development Certification -
EdgeTech Academy
School Diploma -
Creekview High School