Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jori Boykins

Columbia,US

Summary

Experienced Customer Service Representative with 11+ years of proven track record in providing exceptional customer support across various industries. Proficient in utilizing CRM software, G-Suite, and Microsoft Office for enhancing communication and streamlining administrative processes. Recognized for strong problem-solving skills and a commitment to fostering teamwork to drive superior customer satisfaction and loyalty.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Sutherland Global Service (Remotely)
12.2023 - 06.2025
  • Provide high-quality customer support for a multinational financial services client, addressing inbound inquiries related to account changes, billing issues, order processing, and payment disputes.
  • Conduct detailed research and troubleshooting to resolve customer concerns efficiently, ensuring first-contact resolution where possible.
  • Accurately document all customer interactions and escalate complex issues to appropriate Product Support Specialists when needed.
  • Apply knowledge of credit, debit, and pre-paid debit products along with relevant back-office regulations and procedures to deliver accurate support.
  • Maintain high levels of customer satisfaction and confidence through excellent communication, empathy, and service delivery.
  • Demonstrate proficiency in navigating PC systems and internal platforms to access and update customer records.
  • Recognized for strong attention to detail, teamwork, and the ability to work independently in a fast-paced, high-volume call center environment.

Customer Service Representative

Teleperformance (Remotely) AT&T
10.2022 - 10.2023
  • Engage with customers via phone, email, chat, and social media to address inquiries, concerns, and service requests.
  • Calmly de-escalate tense situations and resolve customer complaints with professionalism and empathy.
  • Escalate issues to appropriate departments or supervisors when resolution is beyond scope.
  • Assist customers with processing payments and provide guidance through various service transactions.
  • Document all interactions accurately for auditing, quality assurance, and reporting purposes.
  • Identify and communicate recurring issues to improve customer support processes.
  • Promote relevant products or services as appropriate to meet customer needs and business goals.

Collection Specialist

Assurant (Remotely)
01.2019 - 09.2022
  • Resilience and persistence to navigate challenging situations, maintain composure under pressure, and work towards debt resolution with determination.
  • Strong negotiation abilities to reach mutually beneficial payment arrangements and resolve payment issues effectively.
  • Handling challenging customers, hostile interactions, and difficult situations with professionalism and conflict resolution skills.
  • Working towards meeting collection targets while maintaining quality customer service and compliance with regulations.
  • Managing emotional stress from demanding interactions, balancing empathy with the need to collect debts, and maintaining well-being in a high-pressure environment.

Education

Associate of Science - NURSING

University of South Carolina
Columbia, South Carolina
08.2025

Skills

  • Cloud Applications
  • Customer Support
  • Technical Support
  • Administrative Support
  • Data Entry
  • Salesforce
  • Microsoft Office
  • CRM Software
  • Zendesk
  • Slack
  • G-Suite
  • Time Management
  • Problem Analysis
  • Customer Retention
  • Team Collaboration
  • Empathy Training
  • Conflict Resolution
  • Typing Speed Accuracy (Expert)
  • Sales Techniques
  • Training Development
  • Quality Assurance
  • Risk Assessment
  • Customer Engagement
  • Process Improvement
  • Project Management
  • Data Analysis
  • Claims Processing And Review
  • Policy & Compliance Interpretation

Timeline

Customer Service Representative

Sutherland Global Service (Remotely)
12.2023 - 06.2025

Customer Service Representative

Teleperformance (Remotely) AT&T
10.2022 - 10.2023

Collection Specialist

Assurant (Remotely)
01.2019 - 09.2022

Associate of Science - NURSING

University of South Carolina

Similar Profiles

CREATE PROFILE