Javia Lockett
Jackson,MS
Summary
A Customer Service Representative with over 4 years of experience in telephone Customer Service, including sales, tech support, and customer care. Familiar with major customer service software and conflict resolution, and possess a positive attitude. Aiming to use my proven skills to effectively fill the managerial role in your company. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Firstsource Solutions
08.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Dispatcher/Customer Service
WillScot Mobile Mini Holdings
11.2020 - 08.2021
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
Technical Support Specialist
Ibex
02.2020 - 11.2020
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Answer phone calls, emails and chats from customers having problems with a product
- Explain how to repair technical issues in a way that the customer can understand with step-by-step instructions
- Help customers set up computer software or run applications
- Find solutions for customers and recommend new products if needed
- Provide thorough support and problem resolution for customers
- Maintain composure and patience in face of difficult customer situations
- Build and maintain successful relationship with service providers, dealers, and customers
- Resolved [Number] technical support inquiries per day.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
Team Lead
PFSweb
01.2019 - 02.2020
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- The Team Lead is responsible for leading the work of the staff and participates in daily work activities while ensuring the production of the team
- Managing employees, tracking inventory, creating reports for management, ensuring production goes smoothly
- All the different facets of team leadership are crucial to an organization's success.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
Education
High School Diploma -
Ridgeway High School
Memphis, TN05.2015
Skills
- Claim Processing Experience
- Experience in a production environment
- Microsoft Outlook
- Active Listening
- CRM software (2 years)
- Technical knowledge
- Empathy is the ability to understand another person's emotions and perspective
- Type 45wpm
- Communications Strategies
- Sales Expertise
- Microsoft Office 365
- Customer Care
- Patient monitoring
- Patience
- Salesforce
- Live Chat
- CAD
- Technical Support
- Sales administration
- Insurance sales
- Telemarketing
- Production planning
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Client Relations
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
Firstsource Solutions
08.2021 - Current
Dispatcher/Customer Service
WillScot Mobile Mini Holdings
11.2020 - 08.2021
Technical Support Specialist
Ibex
02.2020 - 11.2020
Team Lead
PFSweb
01.2019 - 02.2020
High School Diploma -
Ridgeway High School