Jamila Creag
Seagoville,Texas
Summary
Results-focused professional prepared to excel in fostering client relationships and driving engagement strategies. Possesses valuable experience in managing comprehensive campaigns that enhance customer satisfaction and loyalty. Known for collaborative approach and adaptability in dynamic environments, with strong skills in strategic communication and project management.
Overview
15
15
years of professional experience
Work History
Engagement Specialist
AbleTo
New York, NY
07.2021 - Current
- Engaged over 100 outbound calls daily to prospective participants identified through data analysis who may benefit from program offerings
- Conducted outreach, explained program benefits, and successfully enrolled participants
- Consistently exceeded production and quality control metrics, driving revenue growth
- Successfully resolved phone and online inquiries including benefits check, scheduling, and technical support from members and providers
- Coordinated with other departments within the organization when necessary, fostering an environment of collaboration towards shared objectives related to customer success.
- Conducted regular follow-ups with clients to ensure satisfaction and address any concerns that may arise.
AAdvantage Customer Service Representative
American Airlines
10.2011 - 06.2020
- Take inbound calls, provide program benefits to members and maintain member accounts with accuracy and attention to detail
- Receive monthly bonuses due to exceeding department goals on Citibank transfer percentage (increasing revenue for partners)
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Premier Customer Management
Sprint
01.2010 - 01.2011
- Took inbound calls from customers and processed payments, performed troubleshooting, account maintenance, and answered billing inquiries
- Effectively communicated with business customers dedicated representatives to successfully resolve all customer issues in a timely-manner
- 100% Issue resolution for the past ten months (90% department goal)
- Exceeded monthly renewal goals bonus incentive (Boosting device upgrade sales)
- Met department transfer rate goal by owning calls and following up on all outstanding customer issues
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Education
Bachelor of Science - Education
Paul Quinn College
Dallas, TX05.2005
Skills
- Cross-functional coordination
- Problem-solving
- Customer service
- Data entry
- Internal communications
- Technical issue troubleshooting
- Information gathering and analysis
- Product and service promotion
- Teamwork and collaboration
- Multitasking Abilities
- Excellent communication
- Active listening
- Effective communication
- Verbal and written communication
Timeline
Engagement Specialist
AbleTo
07.2021 - Current
AAdvantage Customer Service Representative
American Airlines
10.2011 - 06.2020
Premier Customer Management
Sprint
01.2010 - 01.2011
Bachelor of Science - Education
Paul Quinn College
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