JAYLEN LILLY
Chesterfield,VA
Summary
Accommodating leader committed to generating new business and maintaining good relationships with clients. Meticulous and diligent professional offering a 10-year background monitoring account performance, analyzing business performance and assisting clients by providing resolutions to account issues. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Youth Counselor
Hallmark Youthcare
Goochland, VA
04.2024 - Current
- Monitored youth behavior and offered guidance and support for positive change.
- Assisted youth in developing problem-solving and communication skills to support stress management.
- Supervised youth in engaging environment to promote security and safety for all ages.
- Coached youth in conflict resolution skills, reducing incidents of aggression and improving peer relationships.
USAA Credit Card Specialist
USAA
Richmond, VA
02.2023 - 02.2024
- Built strong relationships with customers to increase retention and loyalty.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
- Provided exceptional customer service, leading to increased client retention rates and positive referrals from satisfied customers.
Customer Account Specialist
Dominion Energy
01.2021 - 12.2022
- Being assured all Dominion Energy consumers and customers are up to date on all billing and payments on their account.
- Showing empathy and giving utmost help and assistance to any known outages and incidents
- Bouncing 80+ Inbound and outbound calls and transferring customers to correct source or provider.
- High level customer service is always actively performed on ever interaction and call to assure the best experience.
Hulu Representative
The Results Company
02.2020 - 07.2020
- Assisting customers with monthly bill inquiries, handling online payments and information while keeping their accounts up to date as well as their streaming service
- Inbound and outbound calling 100% Satisfactory score
- Help customers with complaints and questions, give customers information about products and services, processing and settling disputes. Assuring customers understand the product and answering questions about their streaming account, and also giving information about upgrading services.
Education
Pursuing Associates Degree - Graphic Design/Fine Arts
Norfolk State University
Norfolk, VASkills
- 10 Years experience in customer service, and specializes in
- Empathy and customer satisfaction Multitasking and bouncing
- Inbound and outbound calls, while staying in respectful time
- Frame to satisfy customers/callers
- Consultative Sales Approach
- Specialist Procedures
- Document Management
- Cold Calling
- Business Development
- Billing resolutions
- Documentation skill
- Sales and marketing
- Customer relationship development
Timeline
Youth Counselor
Hallmark Youthcare
04.2024 - Current
USAA Credit Card Specialist
USAA
02.2023 - 02.2024
Customer Account Specialist
Dominion Energy
01.2021 - 12.2022
Hulu Representative
The Results Company
02.2020 - 07.2020
Pursuing Associates Degree - Graphic Design/Fine Arts
Norfolk State University