JoWanda Alexander
Mesquite,TX
Summary
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, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Savings Specialist
Marcus By Goldman Sachs
09.2023 - Current
- Answering questions about Marcus products via email, phone, or chat while providing website navigation support and assisting with the application process
- Supporting Marcus customers by answering general questions, taking action on accounts and assisting with general troubleshooting steps
- Accessing multiple electronic systems at once and documenting steps taken to efficiently and accurately complete the request
- Participating in projects or process improvements to drive operational excellence
- Completion of ongoing compliance and remedial training as scheduled
- Meeting established goals for all performance metrics, including call quality, productivity and schedule adherence to provide an exceptional level of service to prospective and current customers
- Abide by applicable regulatory and departmental policies and procedures
Social Media Content Reviewer
Genpact
11.2016 - Current
- Curated content across social media platforms, leveraging algorithm strategies to increase engagement.
- Monitored website analytics and metrics to track content performance and identify areas of improvement.
- Developed and managed content calendar to meet deadlines and engagement goals.
- Managed content distribution to online channels and social media platforms.
- Utilized analytics and site metrics to determine areas of improvement.
Customer Service Manager
Allstate Insurance/Pilot Catastrophe
08.2017 - 11.2017
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
QA Analyst
ONE EXCHANGE TOWERS WATSON
07.2014 - 01.2016
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Education
Highschool Diploma -
Skyline HighSchool
Dallas, TX01-1998
Skills
- P>Multi-line phone talent
- P>Professional telephone demeanor
- P>Technical Support
- P>CRM
- P>POS systems expert
- P>Account management
- P>Creative problem solving
- P>High-volume call centers
- P>Typing 40 wpm
- P>Documentation and reporting
- P>Call center operations
- P>Call decisioning
- P>Reliable & Secure High Speed Internet
Additional Information
- Certifications and Licenses , Texas Licensed Insurance Agent for Health/Life.
Certification
Texas Health and Life Insurance License
Timeline
Savings Specialist
Marcus By Goldman Sachs
09.2023 - Current
Customer Service Manager
Allstate Insurance/Pilot Catastrophe
08.2017 - 11.2017
Social Media Content Reviewer
Genpact
11.2016 - Current
QA Analyst
ONE EXCHANGE TOWERS WATSON
07.2014 - 01.2016
Highschool Diploma -
Skyline HighSchool