Jovan Gields
Duluth
Summary
Experienced and skilled team member with a unique set of qualifications dedicated to delivering top-notch tier-1 services to customers. Demonstrated expertise in efficiently and promptly handling order taking and processing, ensuring seamless transactions. Proficient in maintaining accurate cash drawer balances and effectively resolving any discrepancies that may arise. Proactively engages with customers, providing exceptional support, answering inquiries, building credibility, and fostering long-lasting relationships.
Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.
Overview
10
10
years of professional experience
Work History
Member Service Representative
Brightside Health
11.2022 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
Call Center Representative
Voice Nation
11.2021 - 11.2022
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Met customer call guidelines for service levels, handle time and productivity.
CSR Clerk
QT QuikTrip
05.2015 - 10.2020
- Executed cash transactions quickly and accurately
- Greeted all customers, conducted price checks for cashiers and service clerks
- Checked out customers items quickly and efficiently
- Offered samples of weekly promotional items, to increase store sales
- Organized and positioned product cases in produce warehouse and walk-in coolers
- Arranged and stock product displays
- Cross-trained and provided backup support for organizational leadership.
Call Center Associate
Williams Sonoma
08.2019 - 03.2020
- Company Overview: premier specialty retailer of home furnishings & gourmet cookware
- Received inbound calls, resolved customer Issues and complaints and defective or missing product orders
- Provided prompt and professional, handling of the call, if further problem resolution was needed, it was then escalated to member of management
- Provided product information of a premier specialty retailer of home furnishings & gourmet cookware
- Premier specialty retailer of home furnishings & gourmet cookware
- Contributed to team success, consistently meeting or exceeding individual call quality metrics.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
- Demonstrated empathy towards customers facing challenges, offering tailored solutions that met their unique needs.
Security Officer
Surround Protection
11.2018 - 05.2019
- Monitored CCTV cameras and alarm systems for security breaches.
- Examined doors, windows and gates to verify security.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Wrote detailed reports of all security breaches and investigations.
- Reported suspicious activities and persons to law enforcement.
Team Member
Chick-Fil-A
01.2015 - 05.2015
- Accuracy Assurance
- Cash Handling
- Sanitation and Maintenance
- Food Preparation
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Operated register to process payments and collect cash payment for order totals.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
Education
Degree - Psychology
Georgia Gwinnett Community College
Lawrenceville, GA01-2024
High School Diploma -
Archer Highschool
Lawrenceville, GA05-2016
Skills
- Exceptional Customer Service
- Positive Attitude
- Excellent communication
- Organizational skills
- Team Player
- Reliable
- Friendly
- Customer service
- Financial transactions
- Account management
- Issue resolution
- Membership renewals
Accomplishments
- Recognized by peers and management for going above and beyond normal job functions.
- Registered customers for the store’s loyalty program.
Skillshighlights
- Exceptional Customer Service
- Positive Attitude
- Excellent communication
- Organizational skills
- Team Player
- Reliable
- Friendly
Timeline
Member Service Representative
Brightside Health
11.2022 - Current
Call Center Representative
Voice Nation
11.2021 - 11.2022
Call Center Associate
Williams Sonoma
08.2019 - 03.2020
Security Officer
Surround Protection
11.2018 - 05.2019
CSR Clerk
QT QuikTrip
05.2015 - 10.2020
Team Member
Chick-Fil-A
01.2015 - 05.2015
Degree - Psychology
Georgia Gwinnett Community College
High School Diploma -
Archer Highschool
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