Jayshounna Bullock
Greenville,AL
Summary
Proven Customer Contact Specialist with a track record of enhancing customer satisfaction and increasing sales revenue at Amazon. Skilled in computer applications and complaint handling, I excel in teamwork and problem-solving. Achieved significant improvements in response times and customer service quality, leveraging strong communication and time management skills.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Contact Specialist
Amazon
06.2023 - 07.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Reduced response times by efficiently prioritizing and managing high volumes of incoming calls and emails.
- Maintained detailed records of customer interactions, transactions, and feedback for continuous improvement efforts.
- Ensured compliance with industry regulations by thoroughly reviewing contact records before closing cases.
- Worked with multiple screens and programs to resolve customer issues.
- Promoted company offerings through targeted upselling techniques, resulting in increased sales revenue from existing clients.
- Collaborated with team members to develop new strategies for enhancing the customer experience.
- Interpreted contracts and communicated terms and conditions.
- Established strong relationships with customers by providing empathetic support and tailored solutions.
- Participated in weekly meetings with cross-functional teams, sharing insights on customer needs and trends.
- Collaborated closely with other departments to provide comprehensive assistance when resolving multi-faceted inquiries.
- Supported the development of training materials to ensure consistent service across all team members.
- Mentored newly-hired staff members on best practices for delivering top-quality service while meeting performance goals.
- Utilized inbound and outbound telephone techniques to solidify and build client relationships.
- Prevented potential escalations by proactively identifying customer issues and coordinating appropriate resolutions.
- Investigated and resolved customer inquiries .
Contact Service Representative
Walmart.com
01.2020 - 05.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Navigated multiple software systems efficiently while providing accurate assistance to callers.
- Provided exceptional service to customers, resulting in increased repeat business and positive feedback.
Education
Greenville High School
Butler, AL05.2024
Skills
- Computer skills
- Call center experience
- Complaint handling
- Teamwork
- Customer service
- Teamwork and collaboration
- Problem-solving
- Problem-solving skills
- Time management
Certification
- Help Desk Analyst, Tier 1 Support Specialist - HDI.
- Project Management Professional (PMP) – Project Management Institute.
- Facebook Blueprint Certification, Digital Marketing Associate – Facebook Blueprint.
- Certified Customer Service Professional (CCSP) - National Customer Service Association.
Languages
English
Full Professional
Timeline
Customer Contact Specialist
Amazon
06.2023 - 07.2024
Contact Service Representative
Walmart.com
01.2020 - 05.2022
Greenville High School
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