Jkiara Wilson
Madison,AL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
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
4
4
years of professional experience
Work History
Customer Service Representative
Progressive Insurance
Remote, WFH
05.2025 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Issued appropriate insurance documentation and identification.
- Interacted with clients to assist with insurance needs.
- Analyzed customer needs to provide customized insurance solutions.
SME Team Leader , CSR , Res Desk , T2
Turbo Tax
Remote, WFH
02.2025 - 05.2025
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
Customer Service Representative
CVScaremark
Remote, WFH
10.2024 - 02.2025
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Kept accurate records of all prescription deliveries made throughout the day for reference purposes when necessary.
- Increased prescription delivery efficiency by implementing effective route planning and time management strategies.
Manager
Sonics Drive In
Madison, AL
08.2024 - 10.2024
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Stow
Amazon
Madison, AL
05.2024 - 08.2024
- Contributed to the overall success of the warehouse team by consistently meeting or exceeding performance goals and fostering a positive work environment through reliable attendance and teamwork.
- Prevented inventory damage by carefully handling fragile items during the stowing process, ensuring proper protective packaging when needed.
- Maintained up-to-date knowledge of company policies, procedures, and best practices related to warehouse operations through regular training sessions and professional development opportunities.
- Provided exceptional customer service by addressing any concerns or inquiries regarding product availability or location within the warehouse facility.
Digital Personal Shopper
Walmart
Huntsville, Alabama, USA
06.2023 - 05.2024
- Efficiently shop digital orders for customers
- Consistently meet company goals for pick-up department
- Deliver exceptional customer service
- Proactively solve issues related to order fulfillment
- Boosted customer satisfaction through timely order dispensing
CSR
Sagility Health
06.2022 - 06.2023
- Managed customer inquiries effectively as a CSR at Sagility Health
- Boosted customer satisfaction by 20%
- Skilled in problem-solving and communication
- Resolved complex issues, improving company reputation
- Significantly increased customer retention rates
Customer Service Representative
VXI Global Solution
08.2021 - 06.2022
- Managed customer account updates, including address changes
- Reissued snap benefit cards promptly
- Excelled in a collaborative team environment
- Demonstrated supportive attitude towards customers
- Managed 50+ daily customer interactions, maintaining high service standards
Education
No Degree - Bachelor of Science in Business Management
University of Phoenix
Tempe, AZHigh School Diploma -
Provine High School
Jackson, MS05.2018
Skills
- Critical thinking
- Organization
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Strategic Planning
- Team leadership
- Customer service
Languages
English
Full Professional
Timeline
Customer Service Representative
Progressive Insurance
05.2025 - Current
SME Team Leader , CSR , Res Desk , T2
Turbo Tax
02.2025 - 05.2025
Customer Service Representative
CVScaremark
10.2024 - 02.2025
Manager
Sonics Drive In
08.2024 - 10.2024
Stow
Amazon
05.2024 - 08.2024
Digital Personal Shopper
Walmart
06.2023 - 05.2024
CSR
Sagility Health
06.2022 - 06.2023
Customer Service Representative
VXI Global Solution
08.2021 - 06.2022
High School Diploma -
Provine High School
No Degree - Bachelor of Science in Business Management
University of Phoenix