Keyaushya Jackson
Dallas,TX
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Collection Specialist
Credence Resource Management
04.2024 - Current
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Maintained high volume of calls and met demands of busy and productive group.
Technical Support Representative
Elavon
02.2022 - 05.2023
- Served as first point of contact for incoming technical service calls and emails.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Demonstrated advanced product knowledge to solve customer issues.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Supported customers with online billing, access and account issues.
- Used remote login tools to assist clients with technical and product questions.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Maintained up-to-date case documentation for future reference.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Assisted customers with various types of technical issues via email, live chat and telephone.
Bank of America
Acttoday
01.2021 - 12.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Seasonal Associate
G By Guess
04.2018 - 09.2019
- Arranged and stocked new merchandise following placement directions.
- Stocked sales floor and assisted in product movement and merchandising plans.
- Promoted sales initiatives to support company brand.
- Answered store and merchandise questions and led customers to wanted items.
- Recommended merchandise to customers based on needs and preferences.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Watched for and recognized security risks and thefts to prevent or handle situations.
Education
Some College (No Degree) - Business
Eastfield College
Mesquite, TXHigh School Diploma -
South Garland High School
Garland, TX05.2019
Skills
- [Type] Debugging
- Windows XP/Vista
- Hardware Upgrades
- Customer Support Needs Assessment
- Technical Troubleshooting
- Call Center Operations
- Documentation Development
- Organizational Skills
- Customer Service Support
- Multitasking and Prioritization
- Teamwork and Collaboration
- Microsoft Windows and Office
- Verbal and Written Communication
- MS Office Proficiency
- Basic Math
- Supervision & Leadership
- Data entry proficiency
- Debt recovery expertise
- Strong negotiation skills
- Assertiveness
- Credit control
- Proficiency in software
- Type software
- Call center experience
- Persuasion techniques
- Customer research
- Business correspondence writing
- Cashflow report generation
- Following conversation scripts
- Microsoft office
- Managing delinquent accounts
- Updating customer accounts
- FDCPA compliance
- Needs assessment
- Basic mathematics
- Audit procedures
- Conflict resolution
- Enterprise resource planning
- Work Planning and Prioritization
- Fair debt collections practices
- Organization skills
- Teamwork
- Multitasking
- Critical thinking
- Payment scheduling
Certification
- Fair Debt Collection Practices Act Certification (FDCPA) - ACA International.
- Area of certification
Timeline
Collection Specialist
Credence Resource Management
04.2024 - Current
Technical Support Representative
Elavon
02.2022 - 05.2023
Bank of America
Acttoday
01.2021 - 12.2022
Seasonal Associate
G By Guess
04.2018 - 09.2019
Some College (No Degree) - Business
Eastfield College
High School Diploma -
South Garland High School
- Fair Debt Collection Practices Act Certification (FDCPA) - ACA International.
- Area of certification
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