Jinetta Howard
Jacksonville
Summary
Experienced customer service representative recognized for delivering exceptional support and efficiently resolving inquiries. Looking to hone and use skills in conflict resolution and critical thinking, with a strong ability to train and mentor team members.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Sagility LLC
Jacksonville, FL
08.2023 - 04.2026
- Serve as a subject matter expert for agents by providing real-time support and guidance to customer service representatives during customer interactions.
- Deliver training and knowledge refreshers for new and existing employees on customer service, systems, products, policies, compliance requirements, and call-handling practices via chat or virtual classroom.
- Handle complex customer inquiries via phone and assist with escalations by building rapport with customers through active listening and clear communication to sufficiently resolve escalated issues.
- Use multiple systems to research, diagnose, troubleshoot, and efficiently resolve customer inquiries.
- Assisted in training new team members on company policies and customer service protocols.
- Managed high-volume inbound calls while maintaining quality assurance standards.
- Collaborated with cross-functional teams to enhance service delivery processes.
Homemaker
Howard Family
Jacksonville, FL
12.2021 - 08.2023
- Manage and complete household chores and finances, including, budgeting, laundry, cleaning, bill payments and groceries.
- Provide attentive and nurturing care to two small children ensuring their safety and wellbeing.
- Prepare multiple nutritious meals and snacks daily for the household of four, following any dietary restrictions.
- Plan and organize various age-appropriate activities for children to ensure optimal learning and development.
- Assist children with homework, educational activities and personalized instruction, improving the academic performance.
- Maintain regular communication to coordinate schedules and appointments for household.
Customer Success Specialist
Freedom Mortgage Corporation
Jacksonville, FL
09.2020 - 12.2021
- Promoted to Customer Success Specialist IV within 6 months of employment due to consistently exceeding performance and quality goals on assigned work team.
- Responded to various customer inquiries while delivering an exceptional quality of service (i.e delinquent payments, escalations, technical issues, or loss mitigation)
- Negotiated with customers to reach payment agreements ensuring timely resolution of delinquency.
- Multitasked in multiple systems and applications to promptly research and resolve select technical issues and escalations.
- Responded to telephone inquiries and resolved customer complaints promptly and efficiently with exceptional quality of service.
- Processed payments, updated account information, and competed requests for correspondence.
Education
Associate of Science - General Studies
Florida State College
Jacksonville, FL12-2015
High School Diploma -
Stanton College Prepratory School
Jacksonville06-2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Conflict resolution
- Computer proficiency
- Microsoft Office Suite
- Technical support
- New hire training
- Group and individual instruction
- Interpersonal communication
- Subject matter expertise
- Remote learning
- CRM software
Timeline
Customer Service Representative
Sagility LLC
08.2023 - 04.2026
Homemaker
Howard Family
12.2021 - 08.2023
Customer Success Specialist
Freedom Mortgage Corporation
09.2020 - 12.2021
Associate of Science - General Studies
Florida State College
High School Diploma -
Stanton College Prepratory School