Summary
Overview
Work History
Education
Skills
Certification
Timeline
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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, DE
05-2026

Bachelor of Science - Psychology

Delaware State University
Dover, DE
08-2024

High School Diploma -

Early College School
Dover, DE
05-2022

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
Judea West