Jayla Allen-Hill
Summary
Experienced in team management and customer service with 7 years of experience. Seeking a position as a Customer Representative. Specialize in conflict resolution, communication, and leadership to improve operational efficiency. Committed to customer satisfaction and effective collaboration. Proficient in Microsoft Office and data entry for accurate administrative support and cash handling.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Contact Service Representative
Internal Revenue Service
12.2024 - Current
- Conducts personal or telephone interviews with a wide range of individuals
- Provides full explanations to specific inquiries initiated by the individual
- Uses sophisticated interviewing techniques
- Input taxpayer tax corrections
- Generate notices, or internally generated assignments
- Assist with escalations
- Ensure taxpayer is educated on their account
- Send appropriate letters and forms
- Notate taxpayer account whenever making changes
Call Center Representative/Teller
Memphis City Employees Credit Union
01.2024 - 12.2024
- Assisting members with transactions over the phone
- Processing loan payments
- Taking loan applications
- Completing fraud disputes for members
- Adding and removing Joint/Beneficiary on account
- Order checks
- Transfer money between accounts
- Complete Wire transactions
- Deescalate members having fraud issues
- Educate members are charges on account they are unsure of
- Reassuring members their account is safe
- Provided empathetic support to members facing fraud issues, educating them on account security and reassuring them of their financial safety
- Taking cash and check deposits
- Withdrawing members money
- Counting down draw
- Depositing money between two accounts
- Updating member's account
- Adding notes to account regarding important situations
- Filing dispute or Unauthorized forms
- Assisting members over the phone
- Sending members requested information in the mail or through chat
- Talking to other departments to best help member
Team Leader
FedEx Express
02.2021 - 01.2024
- Lead and supervise a team of employees, providing guidance, support, and direction to ensure smooth operations
- Foster a positive and cohesive team culture, promoting teamwork, collaboration, and effective communication
- Ensure all operational activities comply with company policies, procedures, and safety regulations
- Monitor and manage daily operations, including scheduling, routing, and delivery, to meet service level agreements and customer expectations
- Set performance goals and targets for the team and individual team members
- Conduct regular performance evaluations, provide constructive feedback, and identify areas for improvement
- Ensure exceptional customer service by addressing customer inquiries, concerns, and complaints promptly and professionally
- Implement customer-centric strategies to enhance customer satisfaction and loyalty
- Develop and implement training programs to enhance the skills and knowledge of team members
- Support employee growth and development by identifying training needs and providing coaching and mentorship
- Oversee inventory control and equipment maintenance to ensure efficient operations and cost-effectiveness
- Coordinate with relevant teams to maintain and manage equipment in optimal working conditions
- Prepare and analyze operational reports, highlighting key performance indicators (KPIs) and trends
- Utilize data to identify opportunities for operational improvements and implement appropriate strategies
Customer Host
Walmart
03.2020 - 01.2021
- Greet customers in a friendly and courteous manner as they enter and exit the store
- Provide customer assistance and information regarding store layout, promotions, and products
- Direct customers to the appropriate store sections or departments based on their inquiries
- Monitor entry and exit points to ensure a safe and secure shopping environment
- Identify and report suspicious activities or individuals to store management or security personnel
- Address safety concerns and respond to emergencies following established protocols
- Manage crowd flow during peak shopping hours to maintain an organized and efficient store entrance and exit
- Ensure compliance with store policies related to social distancing, face coverings, and other safety measures
- Engage customers in friendly conversations and actively listen to their needs and concerns
- Resolve minor customer issues or direct them to appropriate store personnel for assistance
- Collect and convey customer feedback to management for continuous improvement
- Monitor and report any theft or suspicious behavior to store management and loss prevention team
- Assist in deterring theft and fraud through vigilant observation and adherence to loss prevention protocols
- Ensure all necessary equipment, such as communication devices, functions correctly
- Maintain an organized and clean work area, including replenishing supplies as needed
- Adhere to all company policies, procedures, and guidelines
- Participate in training programs and stay updated on the latest safety and security procedures
Office Clerk
Joliet Harrah’s Casino
09.2017 - 05.2019
- Provide general administrative support to the office, including managing phone calls, emails, and correspondence
- Assist in scheduling appointments, meetings, and conferences
- Prepare and distribute internal and external communications
- Maintain and update databases, records, and files accurately
- Perform data entry tasks with high attention to detail and accuracy
- Assist in managing and organizing office documentation
- Manage office supplies and inventory, ensuring appropriate levels are maintained
- Assist in organizing and coordinating office events and meetings
- Help in maintaining a tidy and organized office environment
- Greet and assist visitors, clients, and employees courteously and professionally
- Oversee inquiries and direct them to the appropriate personnel
- Address customer concerns and escalate issues as needed
- Assist in basic financial and accounting tasks, such as invoicing and expense tracking
- Collaborate with the finance department for any administrative tasks related to payments or receipts
- Work closely with other departments to provide administrative support as required
- Collaborate with team members to ensure efficient office operations and cohesive teamwork
Education
Administrative Office Technology -
TCAT (Tennessee Colleges of Applied Technology)
Memphis, TN10.2024
High School -
Joliet Central High School
Joliet, IL05.2015
Skills
- Operations management
- Leadership
- Team management
- Organizational skills
- Time management
- Customer service
- Communication skills
- Interpersonal skills
- Computer applications proficiency
- Reporting
Certification
Microsoft Office Pro, 12/01/23
Timeline
Contact Service Representative
Internal Revenue Service
12.2024 - Current
Call Center Representative/Teller
Memphis City Employees Credit Union
01.2024 - 12.2024
Team Leader
FedEx Express
02.2021 - 01.2024
Customer Host
Walmart
03.2020 - 01.2021
Office Clerk
Joliet Harrah’s Casino
09.2017 - 05.2019
Administrative Office Technology -
TCAT (Tennessee Colleges of Applied Technology)
High School -
Joliet Central High School
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