Javanna Nelson
Memphis,TN
Summary
Dynamic call center professional with exceptional communication abilities and a strong track record of overcoming customer objections. Known for excellent organizational skills and a proactive approach that fosters teamwork and collaboration. Possesses a positive demeanor and proven expertise in building rapport with clients to ensure high levels of customer satisfaction. Open to relocation and authorized to work in the U.S. for any employer, ready to contribute to a thriving team environment.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Bus Operator
First Student
02.2024 - 02.2025
Lead Call Center Agent
Conduent
01.2024 - 06.2024
- Handled inbound and outbound customer calls, providing excellent service and resolving issues in a timely manner
- Achieved an average call resolution time of XX minutes, exceeding departmental targets by XX%
- Maintained a high level of professionalism and empathy while addressing customer concerns and complaints
- Utilized CRM software to accurately document customer interactions, ensuring accurate tracking of inquiries and resolutions
- Maintained up-to-date knowledge of industry trends, products, services, promotions, and company policies through ongoing training sessions
- Developed strong product knowledge across multiple lines of business to effectively address customer inquiries or concerns
- Consistently met or exceeded monthly sales targets through effective upselling and cross-selling techniques
Bus Operator
MEMPHIS AREA TRANSIT AUTHORITY
02.2023 - 01.2024
- Pick up and drop off passengers at designated locations. Follow a planned route according to a time schedule. Help passengers, including those with disabilities, get on and off the bus. Obey traffic laws and state and federal transit regulations.
Call Center Representative
Shelby County Schools
07.2021 - 11.2023
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Lead Call Agent
GE Appliances, A Haier
12.2016 - 12.2020
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Leveraged scripts and other resources to answer questions and direct to appropriate resources.
- Updated customer records in CRM to document interactions.
- Recognized and documented trends in customer calls to facilitate process improvements.
- Maintained contact with customers to request referrals.
Lead Call Center Dispatcher
Pizza Hut Call Center
11.2010 - 06.2015
- Determines requirements by working with customers
- Answers inquiries by clarifying desired information; researching, locating, and providing information
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests
- Sells additional services by recognizing opportunities to up-sell accounts; explaining new features
- Maintains call center database by entering information
- Keeps equipment operational by following established procedures; reporting malfunctions
- Updates job knowledge by participating in educational opportunities
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
Receptionist/Administrative Assistant
Memphis City Schools
06.2009 - 05.2010
- Welcome visitors by greeting them, in person or on the telephone; answering or referring inquiries
- Direct visitors by maintaining employee and department directories; giving instructions, maintains security by following procedures; monitoring logbook; issuing visitor badges, maintains telecommunication system by following manufacturer's instructions for house phone and console operation, maintains safe and clean reception area by complying with procedures, rules, and regulations, maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs, contributes to team effort by accomplishing related results as needed.
Education
Dental Assistance (Associates) - undefined
Concorde Career College
11.2011
Diploma - undefined
Manassas High School
05.2010
Skills
- Software troubleshooting
- Qualified typist at 40 words per minute Efficient in Microsoft Office, Excellent communication and interpersonal skills
- Microsoft Excel
- Remote Office Availability
- Typing
- Organizational skills
- Adobe Acrobat
- Finesse (4 years)
- Medical receptionist
- Technical support
- Office Equipment Proficiency
- Clerical experience
- Microsoft Windows
- Multitasking
- Administrative experience
- Front desk
- CRM software
- Microsoft Word
- Microsoft Office
- Filing
- Phone etiquette
- Microsoft Outlook
- Customer service
- English
- Cisco Jabber (4 years)
- Office management
- Conflict management
- Customer Data Confidentiality
- Recordkeeping Strengths
Certification
- CPR Certification
- Class B
- Expires: August 2029
- State: TN
- Endorsements: S (School bus)) - P (Passenger vehicles)
Timeline
Bus Operator
First Student
02.2024 - 02.2025
Lead Call Center Agent
Conduent
01.2024 - 06.2024
Bus Operator
MEMPHIS AREA TRANSIT AUTHORITY
02.2023 - 01.2024
Call Center Representative
Shelby County Schools
07.2021 - 11.2023
Lead Call Agent
GE Appliances, A Haier
12.2016 - 12.2020
Lead Call Center Dispatcher
Pizza Hut Call Center
11.2010 - 06.2015
Receptionist/Administrative Assistant
Memphis City Schools
06.2009 - 05.2010
Dental Assistance (Associates) - undefined
Concorde Career College
Diploma - undefined
Manassas High School
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