Judea West
Dover
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Project Specialist
Delaware State University
05.2023 - Current
- Mitigated potential operational disruptions by proactively identifying bottlenecks and addressing issues before they impacted service levels or customer satisfaction.
- Developed innovative solutions to resolve complex customer service issues, leading to faster resolution times and improved agent productivity.
- Mentored new and junior agents, enhancing their skills in customer interaction, problem-solving, time management, and call handling techniques.
- Increased customer satisfaction by delivering timely and accurate responses to inquiries, resolving issues promptly, and ensuring a positive service experience.
- Managed customer escalations effectively by providing support to agents in handling difficult calls, resulting in faster issue resolution and improved customer feedback.
- Provided high-quality customer service by answering inbound calls, addressing inquiries, and resolving issues promptly.
- Managed high call volumes, ensuring efficient call routing and minimizing wait times for customers.
- Accurately logged customer interactions and case details into the CRM system for follow-up and record-keeping.
- Escalated complex or unresolved issues to supervisors or specialists for further assistance
Brand Ambassador
Aeropostale
03.2021 - 05.2022
- Developed strong relationships with store managers to secure prime merchandising locations for increased visibility.
- Greeted and assisted customers with inquiries about products, services, and promotions.
- Operated cash register, processed sales, and handled returns/exchanges.
- Assisted with inventory management, including restocking and organizing merchandise
Education
Master of Science - Neuropsychology
Delaware State University
Dover, DE05-2026
Bachelor of Science - Psychology
Delaware State University
Dover, DE08-2024
High School Diploma -
Early College School
Dover, DE05-2022
Skills
- Documentation and reporting
- Teamwork
- Customer service
- Problem-solving
- Excellent communication
- Team collaboration
- Reliability
- Verbal and written communication
- Quality assurance
- Mentoring and coaching
Certification
Sensitivity Awareness Training Series Session II:
Managing Conflict:
Critical Conditions Require Urgent Responses
Timeline
Senior Project Specialist
Delaware State University
05.2023 - Current
Brand Ambassador
Aeropostale
03.2021 - 05.2022
Master of Science - Neuropsychology
Delaware State University
Bachelor of Science - Psychology
Delaware State University
High School Diploma -
Early College School