Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst

Jamie Poe

Morrisville,NC

Summary

Multifaceted Customer Service Professional with 10+ years of leadership experience. Analytical and creative problem-solver with exceptional organizational skills and an ability to effectively prioritize competing demands. A relationship-focused leader with excellent written, verbal, and interpersonal communication skills. Self-motivated with a demonstrated history of working autonomously from a home office while meeting strict deadlines with minimal oversight. Bilingual in English and German. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

23
23
years of professional experience

Work History

Customer Support Agent

NexRep
09.2022 - Current
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Assisted customers through multiple channels including phone, email, live chat, and social media platforms for increased accessibility and convenience.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Tracked customer service cases and updated service software with customer information.

Customer Support Agent: Email & Chat

ModSquad
01.2020 - 02.2024
  • Balanced high volumes of customer correspondence via email and chat support platforms in a fast-paced, dynamic environment
  • Exceeded metrics, KPIs, and benchmarks for handling time, first-contact resolution, customer satisfaction, and total chat volume
  • Navigated multiple screens, systems, and proprietary software to research customer issues and resolve complex problems quickly.
  • Updated account information to maintain customer records.


Rater & Scorer

Measurement, Inc.
01.2016 - 01.2023
  • Reviewed and scored assignments, tests, and academic papers in compliance with company guidelines and institutional regulations
  • Graded a variety of assignments from students with diverse learning backgrounds, from 3rd grade through 9th grade.

Customer Service Professional

LiveOps
01.2012 - 01.2022
  • Supported an industry leader with order fulfillment by scheduling merchandise returns, deliveries, exchanges, and expedited orders
  • Drove customer loyalty and retention by creating, activating, and maintaining membership accounts and loyalty programs
  • Resolved escalated conflicts through root cause analysis and implemented corrective action plans to solve complex issues
  • Increased bottom-line profits and personal sales by utilizing persuasive and consultative selling strategies to upsell items.

Tier I Technical Support Agent: Email & Chat

Working Solutions
01.2019 - 01.2021
  • Facilitated troubleshooting support for end-user technical issues for hardware, software, network accessibility, and device issues
  • Guided customers through remote technical support resolution processes in easy-to-understand, step-by-step instructions.

Substitute Teacher

Wake County Public School System
01.2018 - 01.2020
  • Designed engaging, age-appropriate activities to support the emotional, social, and academic development of students.

Lead Barista

Starbucks Coffee
01.2001 - 01.2015
  • Received recognition from managers and corporate executives for outstanding performance, work ethic, and productivity
  • Trained, mentored, and coached new hires on company policies, responsibilities, and standard operating procedures (SOPs).

Independent Contractor: Wireless Sales

Work At Home Solutions
01.2011 - 01.2013
  • Served as an AT&T LivePerson Chat Independent Contractor and assisted clients with Apple products, order issues, and shipments.

Scheduling Coordinator & Dental Assistant

Morrisville Family Dentistry
01.2007 - 01.2013
  • Achieved significant financial growth by optimizing calendar management and implementing new scheduling procedures
  • Educated patients on billing responsibilities and partnered with insurance providers to obtain pre-authorizations for services.

Education

Master of Healthcare Administration -

Walden University
Minneapolis, MN

Graduate Certificate: Assistive Technology & Community College Teaching & Learning -

Northern Arizona University
Flagstaff, AZ

Master of Education: Special Education -

Northern Arizona University
Flagstaff, AZ

Bachelor of Science: Psychology -

Western Kentucky University
Bowling Green, KY

Skills

  • Customer Relations
  • Technical Support
  • Ticketing Systems
  • Data Entry
  • Database Management
  • Calendaring
  • HIPAA
  • Quality Assurance
  • Medical Terminology
  • Project Management
  • Strategic Planning
  • Technical Expertise
  • Process Improvement
  • Microsoft Office Suite
  • Word
  • Excel
  • Outlook
  • PowerPoint
  • Windows
  • MacOS
  • IOS
  • CRM Software
  • Zendesk
  • 65 WPM
  • Interpersonal Skills
  • Delivery Management
  • Report creation
  • Order Fulfillment
  • Call center experience
  • Project management abilities
  • Customer Education
  • Conflict Mediation
  • Customer RMA management
  • Friendly and Patient
  • Document Control

Timeline

Customer Support Agent

NexRep
09.2022 - Current

Customer Support Agent: Email & Chat

ModSquad
01.2020 - 02.2024

Tier I Technical Support Agent: Email & Chat

Working Solutions
01.2019 - 01.2021

Substitute Teacher

Wake County Public School System
01.2018 - 01.2020

Rater & Scorer

Measurement, Inc.
01.2016 - 01.2023

Customer Service Professional

LiveOps
01.2012 - 01.2022

Independent Contractor: Wireless Sales

Work At Home Solutions
01.2011 - 01.2013

Scheduling Coordinator & Dental Assistant

Morrisville Family Dentistry
01.2007 - 01.2013

Lead Barista

Starbucks Coffee
01.2001 - 01.2015

Master of Healthcare Administration -

Walden University

Graduate Certificate: Assistive Technology & Community College Teaching & Learning -

Northern Arizona University

Master of Education: Special Education -

Northern Arizona University

Bachelor of Science: Psychology -

Western Kentucky University

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Jamie Poe