Jermaine Keys
Modesto
Summary
Dynamic customer service professional with extensive experience at Frito-Lay Inc, adept at enhancing client satisfaction through effective problem resolution and active listening. Proven track record in implementing feedback mechanisms and personalized strategies, driving customer loyalty and retention. Skilled in CRM systems and conflict resolution, consistently delivering exceptional service in high-pressure environments.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Frito-Lay Inc
02.2020 - 01.2025
- Assisted customers by addressing inquiries and providing product information.
- Recorded customer interactions in CRM system for effective follow-up.
- Resolved customer complaints by implementing appropriate solutions.
- Collaborated with team members to enhance service delivery processes.
- Maintained knowledge of products and services to provide accurate support.
- Supported daily operations by managing phone calls and emails promptly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Customer Service Executive
USAA Federal Savings Bank
07.2018 - 02.2020
- Developed customer service protocols to enhance client satisfaction and streamline operations.
- Resolved customer inquiries efficiently using CRM systems, ensuring timely follow-up and satisfaction.
- Implemented feedback mechanisms to improve service quality and streamline communication processes.
- Collaborated with cross-functional teams to address complex customer issues effectively and promptly.
- Analyzed customer feedback data to identify trends, driving strategic improvements in service delivery.
- Led initiatives to enhance customer engagement through personalized communication strategies and promotions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Assisted call-in customers with questions and orders.
Education
Computer And Information Systems
Carrington College
Sacramento, CA08.2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Computer proficiency
- Call center experience
- Conflict resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
Languages
English
Full Professional
Timeline
Customer Service Representative
Frito-Lay Inc
02.2020 - 01.2025
Customer Service Executive
USAA Federal Savings Bank
07.2018 - 02.2020
Computer And Information Systems
Carrington College
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