Jermallah Nelson
Rochester
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Gate Agent
Delta Airlines/ Unifi
Rochester, NY
01.2024 - Current
- Data entry
- Managed passenger check-in processes, enhancing efficiency and reducing wait times.
- Coordinated boarding procedures, ensuring timely departures and compliance with safety regulations.
- Provided support during flight disruptions, communicating effectively with passengers and crew.
- Trained new staff on operational protocols and customer service standards, fostering a collaborative environment.
- Processed upgrades and standby requests, maximizing revenue opportunities for the airline while accommodating passenger needs.
- Coordinated closely with ramp agents to ensure proper loading of baggage onto aircrafts according to weight limits.
Customer Support Representative
Spectrum
Rochester, NY
01.2022 - Current
- Mobile billing
- Inbound calls over the phone and via chat
- Customer support
- Processing payments
- Updating account info
- Managed escalated issues, providing effective solutions while maintaining customer relationships.
- Implemented new software tools, streamlining ticket management and communication processes.
- Technical support
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
Pharmacy Support Technician
Wegmans/Adecco
Rochester, NY
02.2017 - 12.2021
- Assist the store with filling prescriptions
- Adding and updating insurance information
- Canceling prescriptions, checking stock
- Contacting doctors offices and outside pharmacies for prescriptions and transfers.
- Since I been working as a pharmacy support tech I was ranked top 3 for taking the most calls in day. Along with that I have gotten numerous compliments from patients for my customer service and ability and willingness to go above and beyond.
PRIVATE CAREGIVER
Private Care
11.2017 - 01.2020
- Provided personalized care and support to clients, enhancing daily living activities.
- Assisted clients with medication management and adherence to prescribed health regimens.
- Monitored clients' physical and emotional well-being, reporting changes to healthcare providers promptly.
- Implemented engaging activities to promote social interaction and mental stimulation among clients.
Education
COSMETOLOGY -
SUNY ROCHESTER EDUCATIONAL OPPORTUNITY CENTER
Rochester, NY05.2013
High School Diploma -
WILSON MAGNET HIGH SCHOOL
Rochester, NY06.2009
Skills
- Microsoft office: word, excel, and also power point, Avaya phone system, Outlook, WebEx, and Assurant Portal
- Computer proficiency
- Personal Care (10 years)
- Pharmacy Technician Experience
- Typing (10 years)
- Customer service (10 years)
- Data Entry
- Live Chat
- Help Desk
- Teamwork and collaboration
- Problem-solving
- Verbal and written communication
- Call center experience
- Technical support
Certification
- First Aid Certification
- CPR Certification
Timeline
Customer Service Gate Agent
Delta Airlines/ Unifi
01.2024 - Current
Customer Support Representative
Spectrum
01.2022 - Current
PRIVATE CAREGIVER
Private Care
11.2017 - 01.2020
Pharmacy Support Technician
Wegmans/Adecco
02.2017 - 12.2021
COSMETOLOGY -
SUNY ROCHESTER EDUCATIONAL OPPORTUNITY CENTER
High School Diploma -
WILSON MAGNET HIGH SCHOOL