Keyona Jackson
Detroit,MI
Summary
Proven Customer Support Specialist with a track record of enhancing customer satisfaction and retention at Quicken Loans. Leveraged expertise in database research and problem resolution to drive sales and improve service delivery. Skilled in billing coordination and fostering customer relations, achieving a high level of customer loyalty and satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Care Representative
Hall Finical
02.2023 - 03.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolved concerns with products or services to help with retention and drive sales.
- Communicated with clients regarding account services, statements, and balances.
- Navigated multiple computer systems and applications to find information.
- Developed and updated databases to handle customer data.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative
United Wholesale Mortgage
03.2023 - 08.2023
- Responded to customer requests for products, services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Promptly responded to inquiries and requests from prospective customers.
Casino Dealer
Evloution Gaming
01.2022 - 05.2023
- Computed amounts of players' wins or losses by scanning tickets to calculate amount of money won.
- Maintained fast, smooth game pace by efficiently handling dice, chips, money, and cards.
- Dealt appropriate number of cards to each player and verify placed bets before starting game.
- Conducted games such as Type, Type and Type by explaining rules, taking bets and delivering payouts.
- Inspected cards and gaming equipment to verify proper functioning and good working order.
- Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
- Dealt cards in Type games and monitored players' behavior for signs of cheating.
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Monitored game for potential security risk to protect operation and players.
- Answered players questions and resolved disputes to provide excellent customer service.
- Handled and shuffled cards and playing pieces to maintain game integrity.
- Learned and followed company procedures to maintain consistency and standards.
- Inspected table games and equipment to confirm proper function.
- Enforced game rules to maintain fair paly and avoid disputes.
Customer Support Specialist
Quicken Loans
04.2018 - 12.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained and managed customer files and databases.
- Gathered and reviewed Type information to generate management reports and support team decision-making.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.
- Served customer account and technical needs across Number+ daily calls, consistently meeting productivity and quality targets.
- Completed Number new orders per day with Number% accuracy and consistently high customer satisfaction scores.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Offered assistance in implementing and developing training programs.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Associate Of Business Administration - Business Management
Oakland Community College
Bloomfield Hills, MIAssociate Of Business Administration - Business
Jackson College
Jackson, MIHigh School Diploma -
Redford Union High School
Redford, MI06.2016
Skills
- Billing coordination
- Custom order management
- Appointment Scheduling
- Data Entry
- Customer Service
- Database Research
- Payment Processing
- First Call resolution
- Inbound Customer Service
- Product Education
- Complaint Handling
- Problem Resolution
- Customer Relations
- Call center experience
- Customer Relationship Management
- Order Processing
- Decision trees
Timeline
Customer Service Representative
United Wholesale Mortgage
03.2023 - 08.2023
Customer Care Representative
Hall Finical
02.2023 - 03.2024
Casino Dealer
Evloution Gaming
01.2022 - 05.2023
Customer Support Specialist
Quicken Loans
04.2018 - 12.2022
Associate Of Business Administration - Business Management
Oakland Community College
Associate Of Business Administration - Business
Jackson College
High School Diploma -
Redford Union High School
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