KELLEY JENKINS
Covington,GA
Summary
Results-driven professional with extensive experience in technical support and customer relations. Achieved high customer satisfaction rates by utilizing data insights to improve service delivery and enhancing team collaboration for operational efficiency. Resolved 60-80 customer tickets daily via chat and email while maintaining a 95% customer satisfaction score. Reduced average handling time by 15% through effective workflow optimization. Experienced customer service and technical support professional with a strong background in assisting customers, resolving issues, verifying information, and providing clear and accurate guidance. Skilled in handling confidential information, navigating computer systems, documenting customer interactions, and maintaining accuracy in fast-paced environments. Strong communication, problem-solving, and organizational skills with the ability to learn new processes and systems quickly. Seeking to apply my customer service and administrative experience to a Medicaid Enrollment Specialist position
Overview
16
16
years of professional experience
Work History
Technical Support Representative
Pearson/Talent Burst
679 Worcester Rd., MA
06.2026 - 09.2026
- Delivered technical assistance to users through phone and email support.
- Resolved diverse software and hardware issues for customers.
- Documented client interactions using ticketing software for effective tracking.
- Collaborated with cross-functional teams to enhance product knowledge.
Customer Service Representative
MCI Telecommunications
Iowa City, Iowa
08.2024 - 05.2026
- Delivered customer support via phone and online channels to maximize service accessibility.
- Resolved customer inquiries and complaints promptly, achieving high satisfaction rates.
- Processed credit card applications, ensuring accuracy and completeness of applicant information.
- Analyzed transaction data to detect potential fraud and report suspicious activities.
- Educated customers on credit card features, benefits, and responsible usage practices.
Customer Service Representative
Spectrum services
Sarasota, Florida
10.2016 - 07.2024
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
TECHNICAL SUPPORT REPRESENTATIVE
KELLY SERVICES
08.2019 - 08.2020
- Responded to authorized service center's inquiries via email or phone, and resolved issues efficiently and professionally
- Trained new hires to process returns and exchanges; as well as the process of taking telephone orders
- Duties included investigation of questions/complaints, forward issues to appropriate parties if needed, request order overrides for eligible members, replaced orders when reported missing or damaged, member notification of eligibility and benefits
- Built and retained customer loyalty through timely and effective one call resolution; increased revenue through the execution of various sales initiatives
- Completed required trainings to not only stay current on new/existing systems, products and services, but to also maintain proficiency on company values and organizational requirements
- Used electronic documentation, reference tools, and automated training to deliver stellar customer service
- Met and exceeded department productivity and quality standards
- Appropriately disbursed adjustments and account credits in accordance with Kelly Services policy and procedures.
MAC EXPERT
CONCENTRIX
08.2018 - 08.2019
- Answered calls, responded to inquiries and proficient in problem resolution to build and maintain good rapport with customers
- Processed inbound and outbound technical support calls closing an average of 60 calls daily
- Solved customers online billing and account issues quickly and efficiently to build long-term loyalty
- Coached associates by giving praise for achieved milestones, discussing any areas that are in need of improvement, goal setting, holding associates accountable, and engaging in fierce conversations
- Resolved the functional and technical errors, provided update patches to the clients on application; established remote desktop connection to install and update applications
- Demonstrated outstanding customer support skills; excellent communication skills, proactive/pragmatic in approach and work in accordance with the firm’s processes and procedures, using communications such as personal interaction, email, remote sessions, telephone and instant messaging to resolve tier 1 technical issues
- Demonstrates strong organizational skills through evaluating and prioritizing end-user issues in an effort to minimize interruptions and maximize response times.
CHILDCARE PROVIDER
KIDS FIRST CHILD CARE
04.2010 - 07.2016
- Communicated openly with children's parents about daily activities and behaviors as well as efficiently documenting behavior and accident reports
- Successfully performed to establish a safe and healthy play environment for the children
- Communicated openly with children's parents about daily activities and behaviors as well as efficiently documenting behavior and accident reports
- Promoted good behavior by using the positive reinforcement method, and language development skills through reading and storytelling
- Assessed and supported student progress through constant observation and positive feedback to staff and students
- Supervised the children, classroom, and all activities, designed and implemented daily lesson/activity plans and made observations and evaluations of each child
- Created and assigned interactive lesson plans for children to learn the basic early learning skills to enter primary educational school
- Kept track of children learning progress through evaluation reports which were developed and explained to parents daily
- Prepared and kept classroom orderly in order to comply with Keys to Success childcare health code policy
- Planned and implemented activities to meet the physical, emotional, intellectual, and social needs of the children
- Maintained confidentiality with information concerning children and families.
Education
Associate Degree in Psychology -
ATLANTA COMMUNITY COLLEGE
Mays Landing, NJ06-2027
Skills
- Customer engagement and support
- Technical problem-solving
- Conflict resolution
- Communication skills
- Composure under pressure
- Multitasking abilities
- Remote work availability
- Software proficiency
- Leadership capabilities
Timeline
Technical Support Representative
Pearson/Talent Burst
06.2026 - 09.2026
Customer Service Representative
MCI Telecommunications
08.2024 - 05.2026
TECHNICAL SUPPORT REPRESENTATIVE
KELLY SERVICES
08.2019 - 08.2020
MAC EXPERT
CONCENTRIX
08.2018 - 08.2019
Customer Service Representative
Spectrum services
10.2016 - 07.2024
CHILDCARE PROVIDER
KIDS FIRST CHILD CARE
04.2010 - 07.2016
Associate Degree in Psychology -
ATLANTA COMMUNITY COLLEGE