Jamela Wells
Assurant
Hiram,GA
19
years of professional experience
Dynamic Customer Service Representative with a proven track record at Xfinity Comcast, excelling in conflict resolution and relationship building. Recognized for consistently exceeding performance metrics and enhancing customer satisfaction through effective problem resolution and active listening. Adept at managing high-volume calls while maintaining professionalism and delivering tailored solutions.
Work History
Customer Service Representative
6 Years 4 Months- Assisted in providing feedback on processes to enhance team operational efficiency.
- Guided new representatives on company policies, procedures, and best practices.
- Acquired in-depth product knowledge to offer tailored recommendations based on specific customer needs.
- Recorded detailed customer interaction logs to facilitate follow-up and issue resolution.
Customer Service Representative
12 Years 6 Months- Resolved customer inquiries effectively using advanced communication skills.
- Assisted customers with troubleshooting and technical support for various services.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Documented customer interactions accurately in CRM systems for future reference.
- Managed high-volume call queues efficiently while maintaining service quality standards.
- Adapted to evolving product knowledge, ensuring up-to-date information for customers.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
- Criminal Justice
Skills
Customer service
Active listening
Critical thinking
Data entry
Problem resolution
Relationship building
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Complaint resolution
Payment processing
Customer satisfaction measurement
Professional telephone demeanor
Microsoft outlook
Follow-up skills
Call management
Product knowledge
Order processing
Documentation
Microsoft PowerPoint
Building rapport
Dispute resolution
Customer education
Product sales
Accomplishments
- Achieved Result through effectively helping with Task.
- Documented and resolved Issue which led to Results.
- Achieved Result by completing Task with accuracy and efficiency.
Timeline
Customer Service Representative
Assurant
04.2020 - CurrentRead More
Customer Service Representative
Xfinity Comcast
08.2007 - 02.2020Read More
Chattahoochee Technical College
from Criminal Justice
Read More