Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jamila Pugh

Sledge

Summary

Dedicated Customer Service professional with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

Overview

8
8
years of professional experience

Work History

E-Roadside Agent

U-Haul
01.2022 - 08.2024
  • Diagnosed mechanical issues and arranged roadside service for customers in a timely manner
  • Negotiated favorable terms in client contracts, safeguarding company interests.
  • Assisted customers through mechanical complications over the phone/text/email while explaining technical assistance in a way the customer understands
  • Provided a consistent positive experience for the customer in any given circumstance
  • Communicated effectively with U-Haul associated service providers and reporting personnel

Customer Solutions Consultant

Qualfon Dialog Direct
07.2021 - 05.2023
  • Handled 70-80 customer service interactions via inbound and outbound phone calls that provide customer support for claims, appeals/ disputes, eligibility and benefits
  • Achieved track record of success with resolving customer issues: returning trust and support of dissatisfied or disappointed customers
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.

ATT, Supervisor

North Mississippi Regional Center
07.2016 - 06.2021
  • Performed routine procedure to determine client's level of functioning and overall well-being
  • Participated in recreational and social activities for clients in accordance with written programs and rehabilitation plans
  • Orchestrated/participated in all staff and agency meetings
  • Scheduling for over 30 staff members daily
  • Scheduled daily assignments for work area.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.

Education

Diploma -

Ultimate Medical Academy
Tampa, FL
01.2016

AAS - Early Childhood Education

Northwest Mississippi Community College
Senatobia, MS
01.2013

AAS - Paralegal Technology

Northwest Mississippi Community College
Senatobia, MS
01.2009

Skills

  • Skilled in utilizing CRM systems
  • Strong verbal communication
  • Experienced in facilitating dialogue
  • Effective team engagement
  • Experienced with dispatch software
  • Experienced with Microsoft Office applications
  • Regulatory compliance management
  • Data entry expertise
  • Effective conflict resolution
  • Troubleshooting and technical guidance
  • Experience in remote collaboration

Timeline

E-Roadside Agent

U-Haul
01.2022 - 08.2024

Customer Solutions Consultant

Qualfon Dialog Direct
07.2021 - 05.2023

ATT, Supervisor

North Mississippi Regional Center
07.2016 - 06.2021

AAS - Paralegal Technology

Northwest Mississippi Community College

Diploma -

Ultimate Medical Academy

AAS - Early Childhood Education

Northwest Mississippi Community College

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