Hi, I’m
Joqaila Fountain
Avondale Estates,GA
Summary
Dedicated professional bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Reliable Customer Care Specialist with strong background helping customers with diverse needs. Competent with telephone, email, and chat inquiries. Calms individuals dealing with highly stressful situations. Balances scripted responses with personal expertise to quickly resolve inquiries.
Overview
12
years of professional experience
Work History
Delta Dental InsuranceAlpharetta, GA
Customer Service Specialist
10.2021 - 02.2023
Job overview
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Maintained current product knowledge to meet customer needs and increase sales.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Answered average of 45 calls and emails per day, addressing customer inquiries, solving problems and providing up-to-date product information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Whole Foods Market Inc.Decatur, GA
Customer Service Associate
11.2018 - 02.2022
Job overview
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Operated cash register for cash and credit card transactions with excellent accuracy levels and positive attitude.
- Worked flexible schedule and extra shifts to meet business needs.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided training and support to new associates to help provide high-quality customer service.
Williams-Sonoma, Inc. - Pottery Barn KidsAtlanta, GA
Customer Service Specialist
10.2018 - 12.2018
Job overview
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Maintained and managed customer files and databases.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Answered constant flow of customer calls with minimal wait times.
Sushi AvenueDecatur, GA
Server
07.2016 - 03.2018
Job overview
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained staff on operating procedures and company services.
Education
Georgia State UniversityAtlanta, GA
Associate of Arts from Film
06.2025
Skills
- Data Entry and Maintenance
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Computer literacy
- Time management
- Documentation review
- Call Documentation
- High-Volume Environments
- Account Changes
- Policy and Procedure Adherence
- Compliance Requirements
- Customer Data Confidentiality
- Inbound and Outbound Calling
- Documentation and reporting
- Insurance Knowledge
- Customer and Client Relations
- Benefits explanation
- Attention to Detail
- Self-Motivated
- MS Office
- Flexible and Adaptable
- Teamwork and Collaboration
- Coverage assessments
- Excellent administrative abilities
Hobbies
Baking, Karaoke, Film, Reading
Timeline
Customer Service Specialist
Delta Dental Insurance
10.2021 - 02.2023
Customer Service Associate
Whole Foods Market Inc.
11.2018 - 02.2022
Customer Service Specialist
Williams-Sonoma, Inc. - Pottery Barn Kids
10.2018 - 12.2018
Server
Sushi Avenue
07.2016 - 03.2018
Georgia State University
Associate of Arts from Film
Similar Profiles
Victoria HamiltonVictoria Hamilton
Customer Service Representative at Delta Dental InsuranceCustomer Service Representative at Delta Dental Insurance
Tianna WilliamsTianna Williams
Quality Assurance Specialist at Delta Dental InsuranceQuality Assurance Specialist at Delta Dental Insurance
Chanchal AgrawalChanchal Agrawal
Application Developer Intern at Delta Dental InsuranceApplication Developer Intern at Delta Dental Insurance
Frank OgwokaFrank Ogwoka
Customer Service Representative at Delta Dental InsuranceCustomer Service Representative at Delta Dental Insurance
Michael T. JordanMichael T. Jordan
Support Services Technician III (Contract) at Spelman CollegeSupport Services Technician III (Contract) at Spelman College