Jaylen Pearson
Jacksonville,FL
Summary
To obtain employment in the customer service field.
Overview
9
9
years of professional experience
Work History
Tech support rep
Teleperformance
04.2024 - 06.2026
- Demonstrated quick thinking to resolve client issues in high-pressure situations.
- Formulated creative solutions addressing pressing client problems.
- Serve clients with the utmost dedication.
- Guided clients through financial strategies to prevent credit damage.
- Educate clients on how to rebuild their credit and maintain a healthy credit score.
- Use a computerized system for tracking, information gathering, and/or troubleshooting.
- Supported team in achieving monthly repayment and service targets through effective collaboration.
- Engaged in skills training sessions to improve job performance.
Customer Service Representative
ADT
01.2023 - 02.2024
- Guided clients through execution of various transactions on their accounts, ensuring clarity and understanding.
- Providing clients with clear information and specific details on their retirement and benefit plans.
- Error-free processing of financial transactions, including stock, money market, and mutual fund trades.
- Navigating through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information to clients’ questions and inquiries.
- Identified and escalated risks proactively, seeking opportunities to enhance overall customer experience.
- Effectively migrating clients to online and self-service delivery channels that enable 24/7 account access.
- Displayed professionalism and fostered trust while collaborating with team members to enhance service quality.
Call center representative
Concentrix
Jacksonville, USA
10.2021 - 12.2022
- Manage inbound or outbound customer calls, emails, or chats in a professional manner.
- Resolved customer concerns with a focus on accuracy and efficiency.
- Informed customers about products and services to enhance their understanding and decision-making.
- Escalate unresolved issues to the appropriate internal teams.
- Followed up with customers to confirm satisfaction and resolve any outstanding issues.
- Adhere to quality standards, company policies, and client requirements.
- Meet individual and team performance goals.
Debt Recovery Agent
Enhanced Resource Centers (ERC)
Jacksonville, USA
12.2021 - 11.2022
- Conducted outbound and inbound calls to consumers regarding past-due accounts, facilitating timely resolutions.
- Negotiated and arranged payment solutions aligned with client guidelines and tailored to consumer capabilities, enhancing recovery efforts.
- Delivered exceptional customer service while effectively resolving account delinquencies, contributing to improved client relationships.
- Meet or exceed performance metrics including call volume, recovery rate, and quality standards.
- Collaborate with supervisors and teammates to improve performance and client satisfaction.
- Maintain accurate records of interactions and payment arrangements using company systems.
- Follow all regulatory requirements (e.g., FDCPA) and client-specific policies.
Cashier
McDonald’s
08.2017 - 10.2021
- Greeting all customers with a smile and providing friendly service.
- Took accurate food orders and efficiently managed cash, credit, and mobile transactions to enhance customer experience.
- Prepare and cook food following McDonald's procedures and food safety standards.
- Maintained cleanliness of restaurant, including dining area, kitchen, and restrooms, to uphold health and safety standards.
- Work as part of a team to meet speed of service and quality standards.
- Follow all company policies, health, and safety regulations.
- Stocked supplies in designated areas to ensure availability for staff and customers. and assist with inventory.
Education
High School Diploma -
Jacksonville Charter High School
Duval Charter High School 06-2020
Skills
- Microsoft Office
- Google Workspace
- 45 WPM
- Call handling
- Troubleshooting
- Data entry
- Live chat & email support
- Knowledge base usage
- Remote desktop support
- Verbal and written communication
- Active listening
- Patience and empathy
- Problem-solving
- Conflict resolution
- Time management
- Adaptability
- Cheerful outlook
- Multitasking
- Attention to detail
- Team collaboration
- Managing high call volumes
- Sales/upselling
- Decision making under pressure
- Professionalism
Timeline
Tech support rep
Teleperformance
04.2024 - 06.2026
Customer Service Representative
ADT
01.2023 - 02.2024
Debt Recovery Agent
Enhanced Resource Centers (ERC)
12.2021 - 11.2022
Call center representative
Concentrix
10.2021 - 12.2022
Cashier
McDonald’s
08.2017 - 10.2021
High School Diploma -
Jacksonville Charter High School