Ka-quana Jackley
Durham,NC
Summary
Dynamic customer service professional with extensive experience at Jared, excelling in relationship building and conflict resolution. Proven ability to train staff and enhance operational efficiency. Skilled in technical support and administrative tasks, ensuring compliance and customer satisfaction. Recognized for maintaining a professional presence and delivering exceptional service in fast-paced environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Concierge Representative
Jared
Durham, USA
01.2024 - Current
- Handled guest inquiries and resolved issues promptly and professionally.
- Handled complaints from customers in an efficient manner while working towards satisfactory resolutions.
- Maintained a professional presence at the front desk area by adhering to dress code standards.
- Trained new staff members on proper policies and procedures related to customer service delivery.
- Performed administrative duties such as filing paperwork related to concierge service transactions.
- Developed strong relationships with key partners in order to ensure smooth operations between departments.
Help Desk Support Specialist
Anubex
01.2019 - 12.2023
- Provided technical support to customers via phone and email.
- Documented support interactions in the ticketing system thoroughly.
- Assisted in training new staff on company support protocols.
- Maintained knowledge base articles for common troubleshooting scenarios.
- Provided guidance on best practices when dealing with IT related incidents.
- Ensured compliance with company standards regarding computer usage and security policies.
- Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
- Responded to customer inquiries via phone, email, or chat support.
- Resolved Level 1 technical issues with software, hardware, and peripherals.
- Collaborated with customer service and sales colleagues to resolve issues.
Decorator/Kiosk Cashier
Gigi's Cupcakes
Raleigh, NC
03.2016 - 08.2018
- Decorator - Assist with orders and back of the house need such as decorative preparations for the next day.
- Cashier/Keyholder Provide customer service, work as a team member to fulfill daily goals in accordance with company policy, ensure customer satisfaction.
- Collaborated with team to create seasonal cupcake decorations.
- Assisted in executing themed events and special occasion orders.
- Trained new team members on decorating techniques and practices.
- Greeted guests, answered questions about available items, customized orders as desired and processed payments.
- Monitored inventory levels of tools, equipment, and supplies.
Sales Associate
Sports and more
Durham, USA
08.2017 - 01.2018
- Organize and sort sports merchandise, clothing.
- Maintain a clean store, open and close the store during scheduled shifts.
- Assist with pricing products & layaways.
- Maintained organized sales floor and ensured product displays were appealing.
- Educated customers on product features and benefits for informed purchasing decisions.
- Contributed to store promotions by setting up merchandise displays creatively.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
Education
Associate - Pastry Arts
The Chefs Academy
Morrisville, NC08.2016
High School Diploma -
Riverside Hide School
Durham, NC01.2012
Skills
- Customer service and support
- Administrative assistance
- Staff training and development
- Customer relationship management
- Inventory control
- Communication skills
- Front desk operations
- Technical support and troubleshooting
- Software maintenance
- Help desk operations
- Analytical thinking
- System testing and evaluation
- Relationship building strategies
- Server management
- Remote technical support
Certification
• CPR/BLS, 08/26
• First Aid Certification
• BLS Certification
• CPR Certification
• First Aid Certification
• BLS Certification
• CPR Certification
Personal Information
Relocate: Anywhere
WFM: Remote Office
Timeline
Concierge Representative
Jared
01.2024 - Current
Help Desk Support Specialist
Anubex
01.2019 - 12.2023
Sales Associate
Sports and more
08.2017 - 01.2018
Decorator/Kiosk Cashier
Gigi's Cupcakes
03.2016 - 08.2018
Associate - Pastry Arts
The Chefs Academy
High School Diploma -
Riverside Hide School