Jhena Fuller-Baylock
Discover Financial Services
Middletown,De
7
years of professional experience
My positive personality, strong communication and problem solving skills are a great contribution to my team. My top core values are integrity, teamwork, and growth. I believe we develop ourselves by setting goals, and being receptive. collaborating with our peers.
Work History
Customer Service
4 Years 1 Month- Handle inbound calls addressing customer questions or concerns.
- Identify customer needs and provide the best solution.
- Follow procedures and policy to ensure customers are receiving accurate information and great customer service.
- Troubleshoot and de-escalate when a customer is dissatisfied.
Expert Chat
2 Years 2 Months- Assist phone agents on their calls with customer’s inquiries, product knowledge, and policy/procedure inquiries.
- Manage chat volumes in a timely manner while providing agents with accurate information and resources to retain policies.
- Track agent's performance and opportunities to create strategies for their improvement.
- Collaborate with team members in meetings and projects to stay updated on product knowledge and company policies to provide up-to-date information to agents.
Mentor
1 Year- Assist with new hire training and development to maintain successful business results.
- Promote growth and teamwork for new hires.
- Provide new hires with guidance on stress management, techniques on remaining confident on calls and retaining information from training.
- Schedule and host calibrations/meetings for new hire training.
- Document new hire accomplishments and opportunities to inform team leaders and coaches.
Manager
2 Years 9 Months- Verify driver's credentials.
- Manage inventory.
- Organize and update spreadsheets to track employees, reports and data.
- Coordinate with drivers to organize timely pickup and delivery.
- Assist with organizing hiring events and new hire orientation.
- Communicate with drivers and team for meetings, appointments, and deadlines.
Education
High School Diploma
Skills
Time Management
Problem Solving
Communication
Building Relationships
Multitasking
Organization
Timeline
Expert Chat
Discover Financial Services
01.2024 - 03.2026Read More
Mentor
Discover Financial Services
01.2023 - 01.2024Read More
Customer Service
Discover Financial Services
07.2022 - CurrentRead More
Manager
SNP TRUCKIN LLC
10.2019 - 07.2022Read More
The U School
High School Diploma
Read More