Jamela Johnson
Aurora,USA
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.
Overview
13
13
years of professional experience
Work History
Customer Service Representative Team Lead
True Source
02.2023 - Current
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Maintained open lines of communication between drivers, management, and customers for smoother operations.
- Streamlined dispatch processes for improved efficiency and faster response times.
- Increased client satisfaction through timely follow-ups and consistent communication regarding case updates.
- Implemented efficient feedback mechanisms enabling prompt detection, documentation, reporting of issues affecting project outcomes.
Customer Service Team Lead
Ecolab
01.2021 - 03.2023
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Responded promptly to patient calls for assistance, assessing their needs and taking appropriate action to address concerns or escalate issues as needed.
- Collaborated with teammates on special projects aimed at improving overall department efficiency and effectiveness in handling inbound calls.
- Reported progress, test metrics and results to project stakeholders.
- Completed data entry tasks with accuracy and efficiency.
Customer Service Supervisor
Dovenmuehle Mortgage Inc
07.2015 - 01.2022
- Accomplishes staff job results by coaching, counseling, and disciplining employees
- Plans, monitors, and appraises job results
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Customer Service Representative
Protocol
05.2011 - 07.2015
- 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.
- Responded to customer requests for products, services, and company information.
Education
High school or equivalent -
Skills
- CRM software knowledge
- Team Management
- CRM Software
- Documentation and Recordkeeping
- Coaching and Mentoring
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative Team Lead
True Source
02.2023 - Current
Customer Service Team Lead
Ecolab
01.2021 - 03.2023
Customer Service Supervisor
Dovenmuehle Mortgage Inc
07.2015 - 01.2022
Customer Service Representative
Protocol
05.2011 - 07.2015
High school or equivalent -
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