Jereall Combs
Salem,OR
Summary
Flexible Lead Customer Service Representative with many years of experience leading and monitoring team members in company's customer service department. Well-versed in evaluating team performance, resolving escalated issues, and developing programs and protocols to enhance productivity. Deep understanding of customer relationship management.
Overview
10
10
years of professional experience
Work History
Direct Care Provider
Connections 365
Salem , OR
11.2019 - Current
- Monitored clients' progress, behaviors, and medical needs.
- Assisted in developing and implementing individualized service plans.
- Observed changes in client's behavior or health conditions and reported them to supervisors immediately.
- Maintained accurate records of daily interactions with clients according to agency policies and procedures.
- Accompanied or transported clients to appointments, errands and social activities.
- Followed care plan and directions to administer medications.
Lead Customer Service Associate
Wells Fargo
Salem , OR
06.2014 - 04.2024
- Monitored customer service quality standards and provided feedback to team members.
- Resolved escalated customer complaints and inquiries in a timely manner.
- Provided leadership and direction to customer service representatives.
- Analyzed call logs to identify areas needing improvement in customer experience.
- Coached team members on best practices for resolving complex customer issues.
- Tracked daily performance metrics such as average handle time, first contact resolution rate.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Trained new employees on company customer service policies and service level standards.
Education
GED -
Youth Employment Institute
Portland, OR04-2004
Skills
- Goal Setting
- Behavior redirection
- Client documentation
- Team Member Training
- Customer Complaint Resolution
- Team performance
- Multitasking and Organization
Timeline
Direct Care Provider
Connections 365
11.2019 - Current
Lead Customer Service Associate
Wells Fargo
06.2014 - 04.2024
GED -
Youth Employment Institute