JYKERIA PENN
Tallahassee
Summary
Tech-savvy Customer Service Representative bringing strong critical-thinking, relationship-building and research abilities. Goes beyond basic requirements to achieve total customer happiness and best-in-class service levels. Proficient with telephone, email and live chat communications.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Zaxbys
Tallahassee
09.2023 - 03.2025
- Assisted customers with inquiries and resolved issues promptly.
- Managed customer accounts and updated information accurately.
- Processed orders and handled returns efficiently.
- Trained new staff on company policies and customer service procedures.
- Collaborated with team members to improve service quality.
- Maintained knowledge of products and services to assist customers better.
Customer Service Representative
GDCC West
Reno
08.2021 - 07.2022
- Educated customers about use and advantages of self-guided technical tools such as company website to eliminate excess customer service calls.
- Connected with customers online and by phone to inquire about needs and offer services.
- Worked effectively under pressure and with demanding performance targets to handle 75+ calls per hour.
- Coordinated training and mentored junior customer service team members to keep group operating at peak levels.
- Took on escalated, complex customer issues and developed creative solutions to restore loyalty.
- Used combined experience, research skills and communications expertise to maintain control of difficult calls.
- Learned company products and services in-depth to offer customers best-in-class service.
Package Handler
United Parcel
11.2020 - 07.2021
- Received incoming packages and arranged delivery to correct departments and personnel.
- Inspected packages for defects, damage and improper labels before check-in and check-out.
- Followed company policies and guidelines for labeling, packaging and shipping products at warehouses.
- Identified and corrected errors by reviewing incoming and outgoing packages against paperwork.
- Contributed to team goals by assisting order pickers and shipping personnel with high-volume task loads.
- Reviewed empty trailers at loading dock to assess cleaning needs.
- Used conveyer belt to expedite package flow between stations.
- Sorted and labeled cargo for timely identification and shipment tracking.
Customer Service Representative
Circle K
02.2020 - 10.2020
- Answered inbound calls to greet and assist customers with various needs and questions.
- Generated reports, correspondence and documentation for internal and customer use.
- Returned customer calls and responded to inquiries and complaints.
- Resolved customer inquiries, complaints and issues providing insightful solutions.
- Issued refunds, merchandise exchanges and price adjustments in compliance with company policies.
- Offered products and services to meet customers' needs and goals.
- Addressed customer concerns and complaints and resolved issues promptly.
- Advised customers on status of merchandise ordered and arranged for pickup and delivery.
Customer Experience Specialist
Teleperformance
09.2018 - 01.2020
- Collaborated across departments to resolve customer-related issues.
- Developed process improvements to enhance overall delivery of service.
- Processed new claim hand-offs to other departments.
- Handled customer inquiries, payments and service requests.
- Documented, researched and resolved customer service issues.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Compiled customer feedback to recommend improvements to management.
- Met personal, team and company goals in customer service environment.
- Delivered fast and friendly service to handle questions and service complaints.
Education
High School Diploma -
Ghazvini Learning Center
05.2020
Skills
- Database research
- Escalated call handling
- Technical support
- Call control
- Service upselling
- Brand representation
- Data entry
- Product knowledge
- Report generation
- Account updating
- Sales transactions
- Customer service
- Staff training
- Conflict resolution
- Communication skills
- Team collaboration
- Time management
- Problem solving
Languages
English
Timeline
Customer Service Representative
Zaxbys
09.2023 - 03.2025
Customer Service Representative
GDCC West
08.2021 - 07.2022
Package Handler
United Parcel
11.2020 - 07.2021
Customer Service Representative
Circle K
02.2020 - 10.2020
Customer Experience Specialist
Teleperformance
09.2018 - 01.2020
High School Diploma -
Ghazvini Learning Center