Summary
Overview
Work History
Education
Skills
Organization/ Awards
References
Timeline
Generic

Jovianta Ward

Columbia,SC

Summary

To utilize valuable work experience, and transferable skills I have attained within a prestigious company consistent with my career path, which is to perform administrative and customer relations’ functions. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

17
17
years of professional experience

Work History

Credit Card Customer Service Representative

Teleperformance-Bank Of America
02.2024 - Current
  • Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
  • Received inbound customer calls related to credit and accounts receivable.
  • Identified opportunities for upselling or cross-selling additional products based on customer needs analysis during calls.
  • Collaborated with other team members to streamline internal processes, enhancing overall efficiency within the department.
  • Assisted customers in navigating online banking platforms and mobile applications, enhancing their overall digital experience with the financial institution.
  • Supported customers with invoices, statements and other basic questions.
  • Worked with customers to answer questions, resolve disputes and research discrepancies.
  • Processed recurring automated payments and credit card payments.
  • Assisted clients with activating new cards, increasing usage and strengthening relationships with the financial institution.
  • Proactively identified and reported system or process inefficiencies, contributing to continuous improvement initiatives within the department.
  • Maintained up-to-date knowledge of credit card products, services, and policies to provide accurate information to customers.
  • Educated customers on credit card benefits, driving increased utilization of rewards programs and value-added services.
  • Assisted customers with questions and inquiries to provide information regarding credit card accounts.
  • Built strong relationships with customers to increase retention and loyalty.

Order Picker

Target
01.2022 - 02.2024
  • Prepared orders by processing requests, pulled materials from warehouse, packed boxes, and prepared shipments.
  • Collaborated with team members to ensure timely completion of orders during peak demand periods.
  • Excellent communication skills, both verbal and written.
  • Moved boxes and organized aisles to open up floor space and enable forklift operators to move freely through warehouse.
  • Verified product quantity and quality to determine accuracy of orders and reduce errors.
  • Checked inventory and selected products from specific locations based upon availability.
  • Performed proper lifting and handling techniques to maintain safe working environment.
  • Exceeded company expectations for order fulfillment speed and accuracy, consistently meeting or surpassing performance metrics.
  • Utilized forklifts and pallet jacks to transport orders and prepare for shipment delivery.
  • Built pallets and positioned orders on loading dock to safely pile and ship goods.

Customer Service Rep

Conduent (Medicaid)
11.2018 - 12.2021
  • Multi-tasking through systems, using a computerized system, to respond to customer inquiries in a call center environment
  • Resolving customer inquiries and complaints which falls within the assigned responsibilities billing/claims, health care insurance, and human resources
  • Informing customers about services available to them, and coverages that they are eligible for
  • Preparing standard reports to track workloads, updating phone numbers, addresses and sending out Medicaid cards.

Cashier

Wendy’s
09.2015 - 11.2018
  • Greeting customers when they enter the building
  • Handling cash register when orders are being submitted
  • Ensuring restaurant dining area and restrooms are clean
  • Ensuring all condiments are well stocked for customer use.

Customer service

Teleperformance-Columbia
12.2014 - 09.2015
  • Received inbound and conducting outbound calls to customers
  • Resolved problems by clarifying issues
  • Researched and explored answers and alternative solutions to issues
  • Followed up on customer calls where necessary
  • Documented all call information according to standard operating procedures
  • Handled calls with technical issues with equipment
  • Maintained call center database by entering and updating customer’s information
  • Processed orders, forms, and applications.

Sales ASSOCIATE

Burlington Coat Factory-Columbia
06.2009 - 12.2014
  • Operated cash registers and processed return orders
  • Selling to customers’ needs while meeting sales goals
  • Maintained knowledge of current sales/promotion policies regarding payments and exchanges
  • Ensured security practices were followed
  • Described merchandise and explained usage operation and care to customers
  • Ensured shelves, counters and tables were neat.

Cashier

Wendy’s
07.2007 - 06.2009
  • Greeting customers when they enter the building
  • Handling cash register when orders are being submitted
  • Ensuring restaurant dining area and restrooms are clean
  • Ensuring all condiments are well stocked for customer use.

Education

Bachelor’s Degree in Business Administration -

Ashford University

High School Diploma -

Blythewood High School
01.2007

Skills

  • Customer Relations
  • Data entry proficiency
  • Complaint resolution
  • Payment Processing
  • Policy Adherence
  • Credit adjustments
  • Credit Card Regulations
  • Client Relationship Building
  • Application processing
  • Transaction monitoring
  • Dispute Resolution
  • Teamwork and Collaboration
  • Customer Service
  • Calm and Professional Under Pressure
  • Computer Skills
  • Understanding Customer Needs
  • Problem Resolution
  • Relationship Building
  • Microsoft Office
  • Data Entry
  • Product and service knowledge
  • Quality Control
  • Administrative and Office Support
  • Issue and Complaint Resolution
  • Order Fulfillment
  • Policies and Procedures Adherence
  • Customer Relationship Management (CRM)
  • Document and Records Management
  • Call Center Operations
  • Order Processing
  • Customer Account Management

Organization/ Awards

  • American Diabetes Society-Chapter Fundraiser
  • Converse College Leadership Scholarship

References

Available upon request

Timeline

Credit Card Customer Service Representative

Teleperformance-Bank Of America
02.2024 - Current

Order Picker

Target
01.2022 - 02.2024

Customer Service Rep

Conduent (Medicaid)
11.2018 - 12.2021

Cashier

Wendy’s
09.2015 - 11.2018

Customer service

Teleperformance-Columbia
12.2014 - 09.2015

Sales ASSOCIATE

Burlington Coat Factory-Columbia
06.2009 - 12.2014

Cashier

Wendy’s
07.2007 - 06.2009

Bachelor’s Degree in Business Administration -

Ashford University

High School Diploma -

Blythewood High School

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Jovianta Ward