Jamal Graves
Customer Service
Upper Marlboro,MD
Summary
Dynamic and results-oriented professional with a strong background in customer service, administration, and communications. Committed to making quality-focused, solutions-driven decisions that align with the mission and values of a forward-thinking organization. Recognized as an ambitious self-starter excelling in both autonomous and collaborative environments, consistently leading by example with a commitment to ethics and integrity. A top performer known for quickly mastering new tasks, consistently exceeding expectations and contributing to team success. Passionate about leveraging skills to drive positive outcomes and foster a culture of excellence.
Overview
4
4
years of professional experience
Work History
Customer Service Eligibility Intake Specialist
DC Housing Authority
Washington, USA
01.2025 - 08.2025
- Conducted client interviews to assess eligibility and gather information for Housing Choice Voucher Program (HCVP).
- Supported clients with applications, eligibility requirements, and troubleshooting.
- Optimized accurate recordkeeping in organizational systems.
- Provided front desk support, along with promptly managing email inquiries.
- Trained new employees on customer service systems and protocols.
- Prepared detailed documentation to facilitate seamless client intakes.
- Collected and organized time-sensitive records.
- Responded to customer inquiries via email and telephone.
- Answered telephone calls, took messages, and distributed messages to appropriate personnel.
Office Worker/Assistant (Contract)
Registry of Interpreters for the Deaf
Alexandria, USA
07.2024 - 11.2024
- Courteously greeted visitors and provided office support.
- Ensured a seamless filing system while managing a high volume of office documentation, handling data entry, and updating customer accounts.
- Responded to customer inquiries via email and telephone.
- Input data and information into databases for tracking purposes.
- Maintained organized internal filing systems for digital and hardcopy documentation.
- Collaborated with associates and management to meet corporate objectives and assess process improvements.
Education Enrollment Counselor (Remote/Contract)
Pearson Education
Chicago, USA
01.2023 - 04.2024
- Skillfully verified and completed enrollment applications for Pearson Education while efficiently handling telephone inquiries from new/established program participants to handle concerns (e.g., delivery delays).
- Delivered excellence in client service and support while accurately collecting client information to assist in selecting best insurance options.
- Continually advised parents on better schooling options for students.
- Liaised professionally with providers and ancillary staff to coordinate resolutions for diverse problems.
- Interacted professionally with providers and ancillary staff to coordinate resolutions for diverse problems.
- Updated customer accounts with current personal and purchasing information.
- Served as friendly first point of contact for customer inquiries.
- Followed scripts to maintain good call control.
- Met and exceeded daily service quality and performance goals.
- Responded to customer inquiries via email and telephone.
Communications Specialist/Chat Support (Remote/Contract)
Global Logic
Chantilly, USA
01.2023 - 04.2023
- Continually supported privacy protection and encrypted data entry.
- Executed dynamic social media strategy while managing an online presence.
- Organized targeted responses to critical incidents.
- Responded to customer inquiries via email and telephone.
- Answered telephone calls, took messages, and distributed messages to appropriate personnel.
Life Insurance Customer Service Representative (Remote/Contract)
Lumico Life Insurance
McLean, USA
10.2022 - 02.2023
- Demonstrated strong communication and interpersonal relations talents toward managing customer inquiries and/or complaints via phone, email, and chat to provide high-level support and solutions.
- Documented all interactions in CRM systems and ensured data accuracy.
- Exhibited multi-systems technical proficiency in assisting with account setup, payment processing, and product selection.
- Monitored accounts receivable balances on assigned accounts.
- Collected, documented and entered data from and into multiple applications.
- Used systems for tracking, information gathering and troubleshooting.
- Monitored expiration list to promptly renew expiring policies.
Verification Specialist
National Student Clearinghouse
Herndon, USA
01.2022 - 07.2022
- Evaluated intake procedures to recommend changes and improve work processes.
- Analyzed verification processes to detect and curb fraudulent submissions.
- Assessed information, screening individuals for program eligibility.
- Safeguarded corporate data by adhering to strict information confidentiality protocols.
Office Assistant
Gates Hudson
District Heights, USA
06.2021 - 09.2021
- Provided exceptional service, welcoming guests, managing mail and working with management to address challenges.
- Answered telephone calls, took messages, and distributed messages to appropriate personnel.
- Handled administrative work to smooth new resident move-in processes.
- Attracted new residents with fresh and creative promotions targeted to attract desired individuals and families.
- Input data and information into databases for tracking purposes.
- Assisted guests with facility information and access to meeting areas.
- Gave potential renters guided tours of available units.
- Explained application procedures and lease contracts in proper terminology to clients.
- Adhered to fair housing standards to avoid legal issues and prevent discriminatory practices.
- Orchestrated inspections, walk-throughs and other property management and transfer process requirements.
Education
Associate of Arts - Theatre Performance
Prince George's Community College
Largo, MD05-2024
Professional Development Training - Quality Customer Service, Workplace Communications, Conflict & Change Management
The Training Source, Inc.
06-2019
Skills
- Customer Service
- Active Listening
- De-Escalation Techniques
- Conflict Resolution
- Quality Assurance
- Front Desk Operations
- Courteous Telephone Etiquette
- Multi-Line Telephone Systems Management
- Administrative Support
- Accurate Data Recordkeeping
- Workflow Prioritization
- Payment Processing
- Microsoft Office Suite
- Microsoft Teams
- Salesforce
- CVR Tracker
- Yardi
- Yardi Rent Café
- Case management
- Claims processing
- Empathic communication
- Conflict mediation
- Compassionate communication
- Confidentiality
- Scheduling appointments
- Critical thinking skills
- Professional Development
Timeline
Customer Service Eligibility Intake Specialist
DC Housing Authority
01.2025 - 08.2025
Office Worker/Assistant (Contract)
Registry of Interpreters for the Deaf
07.2024 - 11.2024
Education Enrollment Counselor (Remote/Contract)
Pearson Education
01.2023 - 04.2024
Communications Specialist/Chat Support (Remote/Contract)
Global Logic
01.2023 - 04.2023
Life Insurance Customer Service Representative (Remote/Contract)
Lumico Life Insurance
10.2022 - 02.2023
Verification Specialist
National Student Clearinghouse
01.2022 - 07.2022
Office Assistant
Gates Hudson
06.2021 - 09.2021
Professional Development Training - Quality Customer Service, Workplace Communications, Conflict & Change Management
The Training Source, Inc.
Associate of Arts - Theatre Performance
Prince George's Community College