Jemel Booker Jr.
Summary
Personable and dedicated customer service representative with ten years of assisting customers. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Collections Specialist
Transworld Systems Inc.
Fort Washington, Pennsylvania
05.2024 - Current
- Drafted letters outlining repayment plans; sent correspondence informing customers of their rights under state law regarding collections practices.
- Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions.
- Collaborated closely with other departments throughout the entire collection process.
- Conducted periodic audits on accounts receivables balances and aged reports; identified areas requiring further investigation.
- Maintained accurate records of all collection activities in company database.
- Developed relationships with debtors to encourage timely payments while providing excellent customer service.
- Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
- Responded to customer inquiries via phone, email, or chat support.
- Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
Billing Executive
Comcast
Manassas, Virginia
06.2011 - 11.2020
- Collaborated with sales team members to understand new pricing models and discounts offered to customers.
- Processed customer payments and generated monthly statements.
- Tested fixes to ensure problem has been adequately resolved before closing tickets.
- Participated in team meetings to discuss current projects and strategies for improvement.
- Identified customer needs, clarified information, researched every issue, and provided solutions in a timely manner.
- Assisted with installation of hardware, software, and peripherals such as printers and scanners.
- Reported problem resolutions to users via phone or email communication.
- Suggested process improvements based on customer feedback.
- Answered customer inquiries regarding products, services, billing and accounts.
- Documented detailed notes on all calls received from customers.
- Stayed current with system information, changes and updates.
- Assisted customers with troubleshooting hardware and software issues.
- Performed data entry into various systems for tracking customer interactions.
- Provided technical support to customers via phone, email, and live chat.
- Tracked call center performance metrics such as average handle time, abandonment rate.
- Updated customer accounts, addresses and contact information within call management databases.
Education
Charter Highschool For Architecture And Design
Skills
- Payment processing
- Collections strategies
- Customer relationship management
- Account reconciliation
- Technical troubleshooting
- Software installation
- Data entry
- Billing procedures
- Quality assurance
- Problem solving
- Attention to detail
- Time management
- Analytical thinking
- Call handling
- Customer education
- Technical support
- Empathy and patience
- Ticketing system expertise
- Service ticket tracking
- Ticketing systems
- Reliability
- Professionalism
- Active listening
- Customer needs assessment
- Device installation
- Desktop support
- Customer communication and empathy
- Microsoft windows and office
- Incoming call management
Certification
- CompTIA A+ certification as of August 16th, 2025
References
References available upon request.
Timeline
Collections Specialist
Transworld Systems Inc.
05.2024 - Current
Billing Executive
Comcast
06.2011 - 11.2020
Charter Highschool For Architecture And Design