Jazzy Neal
Memphis,TN
Summary
Polite and professional Contact Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Keen to develop as a team leader within an innovation-focused practice.
Overview
8
8
years of professional experience
Work History
Contact Representative
Internal Revenue Service
05.2023 - 10.2023
- Managed over 50 English customers per day, conducted personal or telephone interviews with wide range of individuals who have varying degrees of understanding, or with authorized third party representatives
- Determined taxpayer's ability to pay delinquent account and takes actions required to close account
- Received incoming and made outgoing contacts with taxpayers and/or their representatives responding to IRS contacts regarding delinquent situations
- Analyzed all available information and took corrective actions, such as, requested credit transfers, recomputed tax, penalty and interest
- Explained actions taken, and when balance due remains, determined taxpayer's ability to pay delinquent accounts by analyzing collection information statements.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Performed various clerical duties by filing and faxing documents and creating customer databases
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Attended telephone skills and program information training sessions to boost aptitude
Consumer Account Specialist
Verizon Wireless
04.2022 - 04.2023
- Provided excellent service to both new and existing Verizon customers, by assisting with bill inquiries, technical support for devices, creating accurate quotes for Verizon products and services, and building lasting relationships
- Built rapport with customers and discovered their needs, then developed solutions utilizing array of devices and services created to keep them productive and connected
- Assisted to create and kept loyal base of customers through networking and outreach, including attending occasional community events
- Collaborated with store team members to maximize opportunities by identifying and utilizing strengths of each member
- Generated sales by using passion for cutting edge technology and first-call resolution.
- Set up new customer accounts and updated existing profiles with latest information
- Resolved complex billing and payment issues for balanced, accurate accounts
- Reconciled customer accounts and identified discrepancies for further investigation
Customer Service Representative
Amazon.com
03.2020 - 11.2021
- Used company communication channels to assist customers with delivery and technical issues
- Processed equipment returns, replacements, or exchanges
- Provided conflict assurance and assistance to customers experiencing fraudulent activity.
- Handled customer inquiries and suggestions courteously and professionally
- Answered constant flow of customer calls with minimal wait times
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Participated in team meetings and training sessions to stay informed about product updates and changes
Front Desk Specialist
At Home Assistance, LLC
10.2019 - 12.2019
- Collect co-pays, previous balances, and coinsurances
- Provided relevant information patients via phone or email
- Performed clerical and administrative tasks
- Processed eligibility claims and verified insurance
- Maintained EHR by entering new and updated patient and account information
- Processed Prescription call ins
- Took and recorded vital signs using medical equipment
- Used company communication channels to provide relevant and private information to patients.
- Answered multi-line phone system and enthusiastically greeted callers
- Confirmed important personal and payment information for compliance with security and payment card industry standards
- Oversaw fast-paced front desk operations and guests' needs at busy facility
Contact Center Representative
Regions Bank
09.2018 - 10.2019
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Educated customers on online banking and mobile banking applications.
- Calculated fees due, interest and change for customer transactions.
- Maintained friendly and professional customer interactions.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Established rapport with new clients to increase satisfaction and loyalty.
- Executed wire transfers, stop payments and account transfers.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Educated customers on features and benefits of banking products and services.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Opened, closed, and updated accounts for customers.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
Money Center Associate
Walmart
10.2015 - 09.2018
- Loaded customer credit cards and signed up new customers for card programs.
- Performed various money center services to customers.
- Answered department phone calls..
- Balanced safe, prepared tills, and prepared register bags for next sales date.
- Sorted and counted coin and currency to make change for associates.
- Utilized POS System to enter customer transactions and accurately record all sales.
- Investigated discrepancies of cash register and POS System totals to resolve errors.
- Performed cash, card and check transactions to complete customer purchases.
- Checked personal identifications during alcohol and tobacco sales.
- Prepared bank deposits and corporate cash shipments.
Education
Medical Office College Diploma -
Concorde Career College
Memphis, TN02.2020
High School Diploma -
White Station High School
Memphis, TN05.2014
Skills
- Patient/Customer Relations
- Financial Transactions
- Accounts Payable
- Accounts Receivable
- Claims Filing
- Computer Programs: MS Office, Google Workspace
- Data Entry
- Technical Support
- Customer Relationship Management
- Customer Service
- Sales Closing
- Product Upselling
- Research
- Troubleshooting
Timeline
Contact Representative
Internal Revenue Service
05.2023 - 10.2023
Consumer Account Specialist
Verizon Wireless
04.2022 - 04.2023
Customer Service Representative
Amazon.com
03.2020 - 11.2021
Front Desk Specialist
At Home Assistance, LLC
10.2019 - 12.2019
Contact Center Representative
Regions Bank
09.2018 - 10.2019
Money Center Associate
Walmart
10.2015 - 09.2018
Medical Office College Diploma -
Concorde Career College
High School Diploma -
White Station High School
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