J'Kyhia Jackson
Williamston,USA
Summary
Professional customer service expert with proven ability to deliver results and exceed expectations. Adept at resolving issues, enhancing customer satisfaction, and building strong relationships. Strong focus on team collaboration, adaptability, and communication. Skilled in problem-solving, active listening, and multi-tasking.
Overview
8
8
years of professional experience
Work History
Customer Service Advisor II
Nelnet
05.2021 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Leveraged CRM tools to track customer interactions, ensuring seamless communication across multiple channels.
Contact Center Lead
Spectrum
07.2020 - 05.2021
- Mentored junior team members, enabling them to excel in their roles and contribute positively to the overall success of the team.
- Introduced innovative technology solutions to enhance customer experience while simultaneously reducing resource requirements.
- Ensured compliance with industry standards and regulations by implementing thorough quality control measures in daily operations.
- Managed team performance for increased efficiency and improved service quality through regular coaching sessions.
Customer Service Representative
Convergy's
04.2017 - 06.2019
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Bachelor in Business Administration -
Pitt Community College
Winterville, NC05-2027
GED -
Martin Community College
Williamston, NC06-2021
Skills
- KPI monitoring
- Call center operations
- Coaching and mentoring
- Workforce management
- Training management
- Technical support
- Critical thinking
- Problem resolution
- Relationship building
- Call center experience
Timeline
Customer Service Advisor II
Nelnet
05.2021 - Current
Contact Center Lead
Spectrum
07.2020 - 05.2021
Customer Service Representative
Convergy's
04.2017 - 06.2019
Bachelor in Business Administration -
Pitt Community College
GED -
Martin Community College
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