Kishonda jackson
Roosevelt's Construction
Athens
9
years of professional experience
Proven team lead with expertise in customer service and process improvement. Experienced in training staff, enhancing customer satisfaction, and driving performance metrics to achieve organizational goals.
Work History
Customer Service Representative Team Lead
5 Years 5 Months- Led team in resolving customer inquiries and complaints, enhancing satisfaction and retention.
- Trained new representatives on company policies and customer service best practices to ensure consistency.
- Implemented process improvements that reduced response times and streamlined workflows for better efficiency.
- Monitored team performance metrics, providing feedback to drive continuous improvement and development.
Baggage Handler
4 Years- Coordinated with ground crew to maintain efficient baggage flow during peak travel periods.
- Operated baggage handling equipment to ensure timely loading and unloading of luggage.
- Inspected baggage for damage or security issues, ensuring compliance with safety regulations.
- Trained new employees on proper handling techniques and safety protocols.
Education
Associate of Science - Early Childhood Education And Care
Associate of Arts - Criminal Justice
Skills
Customer service
Complaint handling
Customer engagement
Issue resolution
CRM software
Process improvement
Continuous improvement
Team management
Team leadership
Team coaching
Performance evaluations
Staff monitoring
Employee retention
Remote collaboration
Communication skills
Excellent communication
Effective communication
Active listening
Relationship building
Problem-solving
Decision-making
Organizational skills
Time management
Attention to detail
Multitasking
Reliability
Adaptability and flexibility
Teamwork
Technical troubleshooting
Customer service analysis
Marketing
Inside sales
Compliance standards
Customer service analysis
Compliance standards
Regulatory compliance
Professional communication
Microsoft office
Teamwork
Team collaboration
Active listening
Effective communication
Decision-making
Customer management
Communication skills
Adaptability and flexibility
Professional communication
Microsoft office
Accomplishments
- Achieved Excellence inn Customer service award by introducing business intelligence for new software to bridge the company and tasks.
Timeline
Customer Service Representative Team Lead
Roosevelt's Construction
02.2021 - CurrentRead More
Baggage Handler
Southwest Airlines
02.2017 - 02.2021Read More
Athens Technical College
Associate of Arts from Criminal Justice
Read More
Athens Technical College
Associate of Science from Early Childhood Education And Care
Read More
Excellence in customer service award
I have earned a numerous amount of award at my time here at Roosevelt's construction, including the Stevie award for sales and customer service.