Jamal T. Wright
Jersey City,NJ
Summary
CAREER SUMMARY: Encouraging professional and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Customer Service Representative Manager
Robert Half Staffing Agency / BetMGM
Jersey City, NJ
02.2020 - 07.2022
- Started as a CS Agent handling 50-70 contacts per day between email, phone and live chat communications.
- Assess situations, identify issues, and follow company policy to resolve complications, as well as anticipate, meet and exceed our customers’ needs and expectations, and achieve agreed-upon levels of service/ quality standards
- Worked in coordination with other teams, local and remote.
- Was promoted as a TL in March of 2021.
- Participate in team meetings with other departments (eg. 2nd line team, P&I, Compliance, CRM, Acquisition, ETC.
- Quality monitoring to ensure a high level of service performance through continuous coaching that will result in gradual development and improvement of CS Associates.
- Conduct 1:1 coaching and development meetings discussing performance and career development.
- Ensure that policies and procedures are followed.
- Provided appropriate associate scheduling to meet business objectives.
- Identify training needs and organize new training sessions in coordination with CS managers.
- Coordinate regular communication with other departments/operations.
- Responsible Gaming escalations
- Was Promoted as CS Sr. Ops Team Leader, Sept., 2021.
- Supervised 11 team leads to make sure that their CS associates were providing excellent customer service to callers requiring assistance for all matters.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance on a monthly basis and conveyed constructive feedback / action plans to improve skills.
- Established and maintained long-range plans for quality assurance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Facilities Help Desk Assistant / Switchboard Operator / Receptionist, Facilities Help Desk Assistant
C&W SERVICES / MARSH & MCLENNAN
New York, NY
05.2019 - 11.2019
- General upkeep and maintenance of all 44 floors in the corporate office to ensure that all health and safety standards were met
- Coordinates the cleaning appointments, waste disposal, conference room reservations, catering orders for all meetings, office and cubicle adjustments and all building common area repairs
- Answering calls at a high volume
- Creating tickets for all tasks, and assigning them to the corrected employee to complete
- Ensuring projects are met before deadline
- Scheduled meetings and catering
- Maintained trusted working relationships with clients, colleagues and suppliers
- Excellent organizational, workflow and time management skills
- Analytical abilities and aptitude for problem solving and providing a great service
- Excellent written and verbal communication skills
- Proficiency in MS Office
- Great people skills
- Thorough understanding of office management procedures.
Ecommerce Customer Service Representative
PET PLATE / SKILLSONIQ AGENCY
New York, NY
12.2018 - 01.2019
- Responded to customer requests for products, services and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Collections / Customer Service Representative
EAM DISTRIBUTION - MAGNETS.COM & CUSTOMIZEDSTICKERS.COM
Jersey City, NJ
03.2014 - 09.2018
- Recognized new and past due accounts and set up payment arrangements with customers over the phone.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Direct Sales Associate Representative
DISH NETWORK
Roseland, NJ
11.2013 - 02.2014
- Responsible for helping customers with setting up new accounts
- Educated customers on product knowledge, while explaining the benefits of each different level of TV packages available
- Provided product knowledge on the different downloading speeds via internet services available for inquiring new customers
- Responsible for following and adhering to all operational and security policies and procedures, including compliance and privacy policies and procedures to maintain customer confidentiality and information protection.
Collections Customer Service Representative
FRANKLIN CREDIT MANAGEMENT CORPORATION
Jersey City, NJ
05.2012 - 09.2013
- Responsible for recognizing past due accounts with open balances and trying to set up payment arrangements with customers over the phone, to avoid from having their wages garnished
- Educate customers on consequences, should they refuse to make pmts on their remaining debts for their open balances.
Bound Sr. Product Specialist Representative
ATLANTIC COAST MEDIA GROUP, Essential
Jersey City, NJ
02.2010 - 10.2011
- Handle all in-bound and out-bound calls for customer service, sales and billing requests
- Respond to all e-mail, written correspondence and voicemail transactions within a 24-48 hr timeframe
- Ability to maintain good understanding of product knowledge and the ability to communicate benefits and answer product questions
- Administer proper resolutions and update documentation when needed.
Customer Service / Survey Taker
NJ TRANSIT / UNITED STAFFING AGENCY
Newark, NJ
09.2008 - 01.2009
- This was a 4 month temp job with a staffing agency, in which I conducted survey’s , which gathered information about how to improve the quality of public transportation.
Sr. Mortgage Consultant / Customer Service
PAN AM MORTGAGE SERVICES & LOANS
New York, NY
03.2007 - 05.2008
- In charge of a team that consisted of 2- 4 Jr
- Loan Officers
- Handled all incoming and outgoing calls to and from clients with mortgage inquiries
- Managed loan productivity and provided weekly production metrics for each Jr
- Loan Officer
- Gathered information about clients and businesses in order to ensure that the quality of the loan is good enough and the probability of repayment is sufficient
- Guided clients through the process of applying for a loan by furnishing them with required information about the purpose of the loan
- Analyzing and verifying the application to determine the creditworthiness of the client.
Education
High School Diploma -
Abraham Lincoln High School
Jersey City, NJ1999
Skills
- Staff Recruiting
- Problem Research and Resolution
- Client Satisfaction
- Meeting Preparation
- Team Goals
- Executive Leadership
- Analytical Skills
- Written Communication
- Task Scheduling
- Collaboration
- Message Documentation
- Professional Communication
Timeline
Customer Service Representative Manager
Robert Half Staffing Agency / BetMGM
02.2020 - 07.2022
Facilities Help Desk Assistant / Switchboard Operator / Receptionist, Facilities Help Desk Assistant
C&W SERVICES / MARSH & MCLENNAN
05.2019 - 11.2019
Ecommerce Customer Service Representative
PET PLATE / SKILLSONIQ AGENCY
12.2018 - 01.2019
Collections / Customer Service Representative
EAM DISTRIBUTION - MAGNETS.COM & CUSTOMIZEDSTICKERS.COM
03.2014 - 09.2018
Direct Sales Associate Representative
DISH NETWORK
11.2013 - 02.2014
Collections Customer Service Representative
FRANKLIN CREDIT MANAGEMENT CORPORATION
05.2012 - 09.2013
Bound Sr. Product Specialist Representative
ATLANTIC COAST MEDIA GROUP, Essential
02.2010 - 10.2011
Customer Service / Survey Taker
NJ TRANSIT / UNITED STAFFING AGENCY
09.2008 - 01.2009
Sr. Mortgage Consultant / Customer Service
PAN AM MORTGAGE SERVICES & LOANS
03.2007 - 05.2008
High School Diploma -
Abraham Lincoln High School
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