Jerquetta Boone
Customer Service Representative
Hephzibah,GA
You will recognize your own path when you come upon it because you will suddenly have all the energy and imagination you will ever need.
Sara Teasdale
Summary
Highly skilled and results-driven customer service professional with over 10 years of experience in providing exceptional support and fostering positive customer experiences. Demonstrates a proven track record of delivering top-notch service in fast-paced and high call volume environments. Possesses exceptional communication and interpersonal skills, adept at building strong relationships with customers and resolving complex issues effectively. Displays a customer-centric approach, consistently exceeding performance goals and ensuring customer satisfaction. A collaborative team player with a passion for delivering excellence and maintaining high service standards. Dedicated representative with strong problem-solving and communication skills. Computer savvy with a substantial understanding of customer service principles and Internet platforms. Known for being coachable and determined to effectively communicate products or services to customers.
Overview
13
13
years of professional experience
Work History
Online Payroll Specialist
Intuit QuickBooks Online Payroll
06.2023 - Current
- Managed payroll data entry and processing for over 10,000 employees to comply with predetermined company guidelines
- Resolved payroll discrepancies quickly and successfully.
- Processed payroll transactions and assisted in payroll management, ensuring that all policies and procedures were always fully followed
- Researched payroll errors and processed payments for federal and state taxes, social security, Medicare and various employee deductions, annuity contributions, and retirement plan withholdings.
- Managing 40-60 customers calls per day
- Maintained employee confidence and protected payroll operations by keeping information confidential
Customer Service Representative
Alight
03.2023 - Current
- Responded to inbound customer queries in alignment with internal policies, addressing concerns and resolving questions
- Ensured functional and productive workspaces, prioritizing a quiet environment for optimal call quality and clarity
- Demonstrated empathetic and friendly communication with callers in stressful situations, facilitating constructive outcomes and satisfactory resolutions
- Actively participated in virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
Customer Service Representative
Blue by ADT
11.2021 - 04.2023
- Provided exceptional customer service to Blue by ADT customers by addressing inquiries, resolving issues, and ensuring high levels of customer satisfaction
- Effectively communicated product features, pricing, and promotions to customers, leading to increased product knowledge and customer engagement
- Utilized active listening skills to understand customers' needs and concerns, offering appropriate solutions and alternatives to meet their individual requirements
- Demonstrated expertise in navigating Blue by ADT's systems and databases to efficiently assist customers with billing inquiries, account updates, and service requests
- Collaborated with cross-functional teams to escalate and resolve complex customer issues, ensuring timely and effective resolution while maintaining positive customer relationships.
Customer Service Representative
Capital One, Remote
04.2019 - 06.2022
- Provided exceptional customer service to Capital One clients, ensuring prompt and accurate resolution of inquiries, complaints, and account issues
- Demonstrated in-depth knowledge of Capital One products, services, and policies, effectively educating customers and guiding them through account setup, transactions, and online banking processes
- Utilized strong problem-solving skills to assess customer needs and provide personalized solutions, resulting in increased customer satisfaction and retention
- Met and exceeded individual and team performance goals, such as call handling time, customer satisfaction ratings, and sales targets
- Actively contributed to process improvement initiatives by providing valuable insights and feedback based on customer interactions, leading to enhancements in service delivery, efficiency, and overall customer experience.
Education
High School Diploma -
05.2008
Skills
- Microsoft Office I macOS
- Communication
- High Call Volume Environments
- Call Center Operations
- Conflict Resolution
- Operations Knowledge Base
- Payroll Processing
- Daily Payroll Activities
- Internal Controls
- Senior Leadership Support
- Customer Service and Assistance
- Production Quotas
- Document Uploading
- Inbound Customer Calls
- Business Growth and Retention
- Speaking Clearly
- Case Support
- Leading Software Development Teams
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Online Payroll Specialist - Intuit QuickBooks Online Payroll
06.2023 - Current
Customer Service Representative - Alight
03.2023 - Current
Customer Service Representative - Blue by ADT
11.2021 - 04.2023
Customer Service Representative - Capital One, Remote
04.2019 - 06.2022
Glenn Hills High School - High School Diploma,
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