Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kaliah Jennings

Jacksonville,FL

Summary

Dynamic professional with extensive experience at Comcast and Xfinity, recognized for significantly enhancing customer satisfaction and optimizing operational processes. Proven expertise in communication equipment and team collaboration, resulting in marked performance improvements. Achieved notable increases in first-call resolution rates through exceptional multitasking and critical thinking skills. Committed to leveraging these competencies to drive operational efficiency in a challenging new role.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Dispatcher

H&R truck lines
Jacksonville, FL
03.2020 - Current
  • Tracked vehicles using GPS technology and provided real-time status updates as needed.
  • Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
  • Dispatched drivers to meet daily delivery needs for company customers.
  • Relayed work orders and information between work crews, supervisors, and field personnel.
  • Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
  • Organized paperwork associated with deliveries including manifests, bills of lading, packing slips.
  • Ordered supplies or equipment to issue to personnel.
  • Created daily reports detailing response times, call volumes, and other pertinent information.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Conferred with customers or supervising personnel to address questions, problems or requests for service or equipment.
  • Participated in team meetings discussing changes in procedures or processes.
  • Coordinated with other dispatchers to ensure efficient delivery schedules were met.
  • Answered customer requests with information about product availability, shipping information and status updates.
  • Worked effectively in team environments to make the workplace more productive.
  • Operated equipment and machinery according to safety guidelines.

Customer Service Representative

Florida Blue - Blue Cross Blue Shield Of Florida
Jacksonville, FL
11.2017 - 01.2020
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Strengthened customer retention by offering discount options.
  • Developed positive relationships with customers through friendly interactions.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Mentored junior team members and managed employee relationships.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.

Remote Customer Care Representative

Comcast, Xfinity
Jacksonville, FL
09.2014 - 08.2017
  • Mentored junior team members and managed employee relationships.
  • Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
  • Oversaw warranty counseling process to manage expense controls.
  • Assisted customers in navigating through website features and functions to locate desired information or products.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Maintained high satisfaction score by consistently resolving first-call issues.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Maintained up-to-date knowledge of company products, services, and promotions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Processed customer account changes with proprietary software.

Education

High School Diploma -

First Coast High
Jacksonville, FL
05-2007

Skills

  • Driver communication
  • Team collaboration
  • Communication equipment operation
  • Shift coordination
  • Customer relationship management
  • Tracking systems
  • Multitasking and organization
  • Critical thinker
  • Routing orders
  • Improving operations
  • Active listening
  • Attention to detail
  • Traffic monitoring
  • Incident reporting
  • Record keeping
  • Training new hires
  • Delivery support
  • Maintaining call metrics
  • Work order generation
  • Scheduling
  • Complaint resolution
  • International sales support
  • Account updating
  • Customer education
  • Microsoft Office Suite
  • Opening and closing accounts
  • Technical support
  • Store maintenance
  • Shipping and logistics
  • Data entry
  • Call center experience
  • Reading comprehension
  • Order processing
  • Call center procedures

Certification

  • commercial driver licenses

Timeline

Dispatcher

H&R truck lines
03.2020 - Current

Customer Service Representative

Florida Blue - Blue Cross Blue Shield Of Florida
11.2017 - 01.2020

Remote Customer Care Representative

Comcast, Xfinity
09.2014 - 08.2017

High School Diploma -

First Coast High

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Kaliah Jennings