Jykarta Boykins

• Developed customer service policies and procedures to ensure optimal customer experience.
• Provided technical support to customers and troubleshoot their queries.
• Analyzed customer feedback and complaints to identify areas of improvement in the customer experience process.
• Assisted in designing new strategies for improving the overall customer journey.
• Identified opportunities for providing additional services or products to existing customers.
• Ensured compliance with relevant regulations governing consumer protection rights.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

• Collection Agent 2015-2016/ Credit Bureau Investigator 2016-2021
• Conduct thorough research on all disputes received from consumers and other internal departments for errors
• Ensured policies and procedures are complied and consistently applied for issue resolutions
• Maintained good customer relations with borrowers and effectively solved problems in an effort to resolve account delinquency and prevent losses
• Negotiated immediate full payments or acceptable and timely payment arrangements for account resolution and accurately inputted and documented all actions within the collections system on as happens basis
• Analyzed financial data to identify trends, patterns and strategies.
• Organized general financial information, update reports and audit data.

• Assist Clients with credit card payment transactions, disputes, credit line increases, and any other transaction associated with the membership or credit card
• Informed customers about billing procedures, processed payments and provided payment option setup assistance

Customer Service Representative 2000-2004/ Online Technical Support 2004-2006/ Retention 2006-2011/ Sales Specialist 2011-2012

• Performed customer negotiations to reach fair conclusion for both business and customer.
• Provided telephone, online, and face to face customer service support
• Coached, monitored, and mentored new employees and provided guidance for different teams
• Engaged positively with each customer, providing professional and polite support for sales and service needs.
• Contacted new and existing customers to outline benefits of products and answered product questions with up-to-date knowledge of sales and promotions.
• Developed key customer relationships to increase sales.
• Pursued and generated customer leads as well as engaged in follow up activities to gain new client accounts.
• Listened to customers to understand needs and refer to optimal services.