Juleesa Ephraim
Jacksonville,FL
Summary
Dedicated professional with a strong passion for providing exceptional customer service. Consistently demonstrates commitment to delivering outstanding experiences throughout career. Long-term goal of pursuing a career in human resource management. Seeking opportunity to enhance existing skills and contribute to personal and professional objectives. Expertise in customer service and drive for continuous growth. Eager to make meaningful impact within organization that values employee development and fosters positive work environment.
Overview
12
12
years of professional experience
Work History
Service Associate Coach
Venus Fashion
09.2018 - 10.2023
- Provide support to agents, supervisors and customers via chat, phone and email
- Take escalated calls
- Listen to calls to coach and develop agents
- Provide agents with their weekly and monthly stats
- Adjust agents’ adherence
- Provide agents with feedback
- Host meetings to coach agents
- Motivate agents
- Assist coworkers when needed
- Trained and taught 60 new employees in 2022.
Package Handler
UPS
02.2017 - 03.2020
- Load and unload trucks as a team and individually
- Stacking boxes neatly and efficiently
- Scanning each package
- Keeping a fast pace
- Used hand-held scanners and physical logs to track item movements accurately.
- Prepared pallets of boxes for easy transportation between customer and storage locations.
- Used machinery and equipment such as box cutters, shrink-wrap guns, and electric pallet jacks.
- Used handheld scanners to track and maneuver freight throughout the distribution network efficiently.
Team Manager
Sutherland Global
01.2015 - 08.2018
- Listening to calls and coaching agents
- Distributing schedules
- Contacting agents who didn’t come to work
- Supporting agents on their calls
- Terminating agents who were not meeting required goals
- Providing support to customers
- Taking escalated calls
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Collections Analyst
Abc Financial
01.2012 - 01.2015
- Provide assistance to members responding to letters, voicemails, and bank statements regarding payments owed for annual gym memberships from facilities such as Gold’s Gym, Baileys, and more
- Customer retention, providing first call resolution, educating customers, locating and explaining their accounts
- Requesting payment for outstanding and overdue balances from members upon receipt of their call
- Educating members on documentation and agreements they had signed for the gym membership
- The main objective was to collect payment
- Counseled debtors on payment options and arranged installment agreements.
- Used probing techniques to determine debtors' reasons for delinquency.
- Processed payments and applied to customer balances.
- Researched accounts and completed due diligence to resolve collection problems.
Education
Bachelor of Business Organizational Management - Business Organizational Management
University of Arizona Global Campus
Virtual (Online)01.2025
Associate Degree - Criminal Justice Technology
Florida State College At Jacksonville
Jacksonville, FL01.2015
Skills
- Strong Communication
- Managing groups
- Great team player
- Coachable
- Motivates others
- Great Listening skills
- Reads behaviors well
- Efficiency
- Dependable
- Fast learner
- Customer service excellence
- Client relationship building
- Customer support
- Cross-selling and upselling
- Returns and refunds
- Payment processing
- Quality assurance
- Handling returns
- Clerical support
- Records maintenance
- Quality control
- Progress reporting
- Service scheduling
- Documentation and reporting
- CRM software
- Performance goals
- Work order interpretation
- Client rapport
- Technical support
- Attention to detail
- Tech-Savvy
- Strong work ethic
- Complaint resolution
- Point-of-sale system
Personal Information
Willing To Relocate: Anywhere
Timeline
Service Associate Coach
Venus Fashion
09.2018 - 10.2023
Package Handler
UPS
02.2017 - 03.2020
Team Manager
Sutherland Global
01.2015 - 08.2018
Collections Analyst
Abc Financial
01.2012 - 01.2015
Bachelor of Business Organizational Management - Business Organizational Management
University of Arizona Global Campus
Associate Degree - Criminal Justice Technology
Florida State College At Jacksonville
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