Jericka Hubbard
Dallas
Summary
Personable and dedicated Customer Service Representative with extensive experience in customer service industry. 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
12
12
years of professional experience
Work History
Contact Representative
Internal Revenue Service, IRS GS7
06.2023 - Current
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Scheduled appointments for taxpayers for in person assistance
- Completed verification for identity
Senior Customer Service Agent
Union Bank & Trust
07.2020 - Current
- Applied banking knowledge and credit union programs to boost after-market product sales.
- Assisted customers in person and via telephone to reorder checks and provide bank statements and account balances.
- Attracted potential customers by answering product and service questions and suggesting information about other offerings.
- Referred unresolved customer grievances to designated departments for further investigation.
Teacher Assistant
Dallas ISD(Temp)
01.2019 - 03.2020
- Facilitated classroom discussions to promote creative thinking about subject matter.
- Provided individualized and small group support to reinforce classroom topics and promote student learning.
- Assisted teachers with lesson preparation and curriculum implementation.
- Contributed to positive, educational setting by delivering gentle discipline and promoting student success.
- Handled clerical duties, managed classrooms and coordinated documents for teachers.
Claims Specialist
CMI Group
09.2014 - 11.2018
- Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions.
- Assessed and conducted negotiations within authority limits to settle claims.
- Provided legal support by assembling documentation for settlement action.
- Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
Customer Service Specialist
Teleperformance USA
08.2013 - 08.2014
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Explained benefits, features and recommendations to maximize client retention.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Education
High School Diploma -
Justin Ford Kimball
05.2013
Skills
- Client engagement
- Training and development
- Microsoft Office expertise
- System implementation
- Quality assurance controls
- Senior leadership support
- Technologically savvy
- Inbound and Outbound Calling
- Project management abilities
- Employee coaching
- Data evaluation
- Scheduling
Timeline
Contact Representative
Internal Revenue Service, IRS GS7
06.2023 - Current
Senior Customer Service Agent
Union Bank & Trust
07.2020 - Current
Teacher Assistant
Dallas ISD(Temp)
01.2019 - 03.2020
Claims Specialist
CMI Group
09.2014 - 11.2018
Customer Service Specialist
Teleperformance USA
08.2013 - 08.2014
High School Diploma -
Justin Ford Kimball
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