Jodeshia Sykes
Sanford,FL
Summary
Dedicated Customer Service Representative backed with more than 10 years experience in customer relations. Motivated to maintain customer satisfaction and to contribute to the success of the organization. Proven ability to establish rapport with clients and exceed targets on the production floor.
Overview
9
9
years of professional experience
Work History
CSR
Del-Air
02.2023 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
Team Leader
American Residential Services LLC
01.2020 - 11.2023
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Maintained accurate records of customer contact history, payments, and account status for streamlined operations.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
Technical Support Representative
Concentrix
01.2015 - 01.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Education
High School Diploma -
New Life Christian Academy
Sanford, FL05.2013
Skills
- Call center experience
- Customer Focus
- Complaint Handling
- Service Titian /FSA Software
- Active Listening
- Critical Thinking
- Problem-solving abilities
- Professional telephone demeanor
- Computer Proficiency
- Customer Relations
- Payment Processing
- Data Entry
- Scheduling
Timeline
CSR
Del-Air
02.2023 - Current
Team Leader
American Residential Services LLC
01.2020 - 11.2023
Technical Support Representative
Concentrix
01.2015 - 01.2022
High School Diploma -
New Life Christian Academy
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