JAMES MALCOLM

Motivated worker who demonstrates strong work ethic, reliability, friendly, and can quickly master new concepts and skills. Seeking a position in the customer service industry. Passionate about helping customers and creating a satisfying experience.

TRINITY BAPTIST CHURCH - June 2023 - Current

Custodian

• Bringing out cleaning activities such as sweeping, mopping, dusting, etc.
• Making sure that all the work areas assigned are clean and well kept
• Light conversion of tables and chairs
• Informing supervisor if there’s any damages
• Ensuring that inventory is well stocked
• Showing a high level of professionalism
• Familiar with the health and safety practices

PNC BANK - June 2021 - October 2021

Customer Service Representative (remote)

• Perform customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers. Deliver CARES model to customers and service partners.
• Receive, investigate and respond to customer inquiries regarding products, services and issues via all channels through which customers are served. Resolve customer service inquiries and issues.
• Recommend appropriate solutions. Refer complex or reoccurring issues. Maintain high levels of customer satisfaction consistent with PNC's core values.
• Demonstrate commitment to quality through customer and service partner interactions.
• Document customer interactions and complete service requests to minimize customer effort or additional action
• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Manage Risk - Assess and effectively managing all of the risks associated with PNC business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

DISH NETWORK - April 2021 - June 2021

Customer Service Representative (remote)

• Communicate the value of our products and share ways for customers to get the most from DISH
• Transform into the best customer support advocate in the business, engaging with a diverse consumer base to provide solutions for customer needs and technical issues
• Establish long-term customer relationships
• Back-to-back phone calls with customers throughout the entirety of the shift

PUBLIX SUPERMARKETS - May 2019-October 2020

Front Service Clerk/Janitor

• Clean restrooms daily, restock toilet paper, paper towels, and soap as needed
• Dust and wipe down displays throughout the store as needed
• Use chemical cleaners properly to ensure safety of employees and customers
• Sweep and mop floors, wash walls and windows and empty trash cans
• Clean and sanitize shopping carts to ensure customer safety
• Receive, investigate, and respond to numerous customer inquiries regarding products, services, and issues incorporating all channels of communication and resources to ensure all customers are served.
• Perform many customer service activities and initiatives for a broad range of products, services, and problem resolution in a fast paced, challenging environment
• Persistently resolve customer service inquiries and issues. Where applicable, recommended appropriate solutions and where the issue was beyond my experience or authority, refer matter using the prescribed channels
• Maintain high levels of customer service satisfaction by focusing on the customer and putting their well being and satisfaction first
• Document and report customer interactions as directed for service or product requests to further customer service satisfaction