Julissa Duck-Reed
Starkville,MS
Summary
Dynamic customer service professional with high emotional intelligence and strong problem-solving skills. Proven track record of enhancing customer satisfaction through tailored solutions and effective communication.
Overview
11
11
years of professional experience
Work History
Associate Account Manager
Sutherland Global
Remote
12.2024 - Current
- Greeted customers and answered inquiries in a friendly, professional manner.
- Maintained up-to-date knowledge of changes in laws or regulations that affect customer accounts.
- Ensured compliance with regulatory requirements related to customer accounts.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Front Counter Customer Service Representative
MaxxSouth Broadband
Starkville , MS
02.2024 - 12.2024
- Performed opening and closing duties such as setting up registers and balancing drawers.
- Assisted customers with selecting products based on their individual needs.
- Maintained up-to-date knowledge of products, services, and pricing structures.
- Operated the cash register in accordance with established procedures for processing purchases.
- Responded quickly to emails, telephone calls, and other inquiries from customers or staff members.
- Attended training sessions regularly to stay up-to-date on new products or services offered.
Customer Care Representative
VXI Global Solutions LLC
Remote
06.2022 - 02.2024
- Answered inbound calls, chats, and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Asked probing questions to determine service needs, and accurately input information into electronic systems.
- Scheduled and confirmed appointments.
- Served as a liaison between patients and healthcare providers for communication purposes.
- Adhered to HIPAA regulations when handling confidential patient information.
Retail Sales Associate
Lowe's
Starkville , MS
11.2021 - 08.2022
- Assisted customers with finding the right product for their needs.
- Provided product information and answered customer questions.
- Greeted customers upon entering the store and provided assistance.
- Stocked shelves with merchandise according to company standards.
- Organized displays to attract customers and promote sales.
T-Roc
Wireless Specialist
Starkville , MS
10.2019 - 05.2020
- Greeted customers to determine wants or needs.
- Maintained up-to-date knowledge about current trends in the industry regarding wireless networks.
- Answered store and merchandise questions and led customers to wanted items.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Computed purchases and received and processed cash or credit payment.
Customer Service/Chat Support Representative
Sitel
Starkville , MS
05.2015 - 10.2019
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted with placement of orders, refunds, or exchanges.
- Maintained updated knowledge of product features and benefits.
- Maintained accurate records of customer interactions and transactions.
- Responded promptly and courteously to all incoming chats.
- Adhered to established policies and procedures while serving customers online.
Education
Bachelor of Science - Legal Studies
Mississippi University For Women
Columbus, MS05.2023
Associate of Arts - Criminal Justice
East Mississippi Community College
Mayhew, MS12.2019
High School Diploma -
Starkville High School
05.2013
Skills
- High emotional intelligence and empathy
- Ability to work in a fast-paced environment
- Strong time management skills
- Excellent active listening and comprehension abilities
- The ability to work in a collaborative environment
- Demonstrated problem-solving, organizational, and interpersonal skills
- Exceptional written communication skills
- Typing 45 WPM
- 10 years Customer service includes(call center, retail, tech support, & healthcare)
- Able to work independently
- Quick learner
- Experience with computer and Windows PC applications, which includes the ability to navigate and learn new, complex computer system applications
- Proficient in Excel, Word, and Outlook office products
- Adhering to metrics and schedule
Remote Work Setup
- High Speed and reliable internet connection
- Dedicated home office space with a quiet environment
References
- Available upon Request
Timeline
Associate Account Manager
Sutherland Global
12.2024 - Current
Front Counter Customer Service Representative
MaxxSouth Broadband
02.2024 - 12.2024
Customer Care Representative
VXI Global Solutions LLC
06.2022 - 02.2024
Retail Sales Associate
Lowe's
11.2021 - 08.2022
T-Roc
Wireless Specialist
10.2019 - 05.2020
Customer Service/Chat Support Representative
Sitel
05.2015 - 10.2019
Bachelor of Science - Legal Studies
Mississippi University For Women
Associate of Arts - Criminal Justice
East Mississippi Community College
High School Diploma -
Starkville High School