Jaylen Dean
Phoenix,AZ
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Doordash Driver
DoorDash
07.2020 - Current
- Utilized use of Doordash delivery app to receive orders which would be picked up and deliver to customer within specified window of time
- Providing high levels of customer service by communicating with customers by giving them any and all information regarding delays, drop off information, as well as standard greetings.
- Communicated with customers to provide delivery updates and confirm delivery locations.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
Client Technical Support
Akkodis (Charles Schwab)
04.2023 - 01.2024
- Provided exceptional customer service, resulting in increased client retention rates.
- Translated complex technical issues into digestible language for non-technical users.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Created extensive knowledge base for common issues, streamlining support ticket resolution process.
- Used ticketing systems to manage and process support actions and requests.
- Promoted efficiency among departments with prompt resolution of system issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high-volume support requests, consistently meeting or exceeding response time targets.
- Served as mentor to junior team members, fostering culture of continuous learning and professional growth within department.
- Handled high call volumes ranging from 30-50 per day
Technical Support Representative
Cox Communications
06.2022 - 01.2023
- Researched product and issue resolution tactics to address customer concerns.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Diagnosed and troubleshot hardware, software and network issues.
- Used ticketing systems to manage and process support actions and requests.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Documented customer interactions in detail within case management system, ensuring comprehensive records were maintained for future reference.
- Handled high call volumes ranging from 30-90 calls per day
Sales Consultant
CarMax
08.2021 - 01.2022
- Built rapport with potential buyers through active listening skills, resulting in increased trust and successful sales closures.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Assisted clients in financing options, arranging test drives, and completing necessary paperwork for purchases.
- Boosted customer satisfaction by providing personalized consultations and vehicle recommendations.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Listened to customer needs and desires to identify and recommend optimal products.
- Responded to telephone requests for information.
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Handled high call volumes ranging from 20-40 calls per day
Call Center Representative
Logisticare (Aerotek)
10.2019 - 08.2020
- Notated accounts based on actions taken during calls as well as what member was calling in regards of
- Frequently reached out to transportation providers to gather information to determine estimated time of arrival, verify specific member calling in was on manifest for scheduled date, or to cancel existing reservation
- Effectively communicated complex information in digestible format for callers of varying levels of technical understanding.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Met customer call guidelines for service levels, handle time and productivity.
- Providing information to members regarding want is covered through plans as well as information regarding current limitation to their individual accounts
- Handled high call volumes ranging from 60-100 calls per day
Warehouse Associate
Amazon
08.2017 - 11.2018
- Taking items off conveyor to place and tag their location into bins as it await pick up upon being ordered
- Finding tagged items around warehouse to be sent to trucks to be sent to customers who ordered item
- In event of item being returned processing item using program with criteria on how to classify item and tag item so it can be sent to correct location.
- Assisted in receiving, stocking and distribution of merchandise.
Sales Associate/Ap-Host
Walmart
05.2016 - 06.2017
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Performed cash, card and check transactions to complete customer purchases.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Monitored customers for signs of security concerns and escalated issues to management.
- Assisted in training new staff members on company policies, product information, and sales techniques for seamless onboarding experience.
- Answered customer questions about sizing, accessories, and merchandise care.
- Managed efficient cash register operations.
- Used in-store system to locate inventory and place special orders for customers.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Completed approximately 50-70 transaction per day
Technician
Pratt Communications (COX)
02.2015 - 02.2016
- COX Technician installing services at residential homes
- Updated technical knowledge through industry training courses, ensuring expertise in cutting-edge technologies.
- Troubleshot complex technical issues successfully while maintaining clear communication with clients throughout process.
- Coordinated installation of new users and relocations of existing users.
- Coordinated with contractors and other technicians, fostering efficient teamwork on complex projects.
- Improved customer satisfaction by efficiently troubleshooting and resolving cable-related issues.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Donation Attendant/Production Assistant/Cashier
Goodwill
02.2014 - 01.2015
- Restocked and organized merchandise in front lanes.
- Learned duties for various positions and provided backup at key times.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Performed cash, card and check transactions to complete customer purchases.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Built relationships with customers to encourage repeat business.
- Stocked, tagged and displayed merchandise as required.
- Welcomed customers and helped determine their needs.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Completed approximately 30-60 transaction per day
Education
High School Diploma -
Florence High School
Florence, Arizona05.2013
Skills
- Customer Service/Support
- Flexible Schedule
- System Documentation
- Teamwork and Collaboration
- Communicating with clients
- Gathering information
- Understanding Customer Needs
- Problem-solving skills
- Salesforce CRM
- Call Documentation
- Computer Skills
- Technical Troubleshooting
Timeline
Client Technical Support
Akkodis (Charles Schwab)
04.2023 - 01.2024
Technical Support Representative
Cox Communications
06.2022 - 01.2023
Sales Consultant
CarMax
08.2021 - 01.2022
Doordash Driver
DoorDash
07.2020 - Current
Call Center Representative
Logisticare (Aerotek)
10.2019 - 08.2020
Warehouse Associate
Amazon
08.2017 - 11.2018
Sales Associate/Ap-Host
Walmart
05.2016 - 06.2017
Technician
Pratt Communications (COX)
02.2015 - 02.2016
Donation Attendant/Production Assistant/Cashier
Goodwill
02.2014 - 01.2015
High School Diploma -
Florence High School