Maxima Jackson
Wimauma,FL
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Administrative professional experienced in calendaring and reservations management. Offers skills in problem solving, knowledge of database administration and background in office process improvement. Looking to put knowledge and abilities to good use in leadership position focused on supporting fast-paced offices.
Overview
10
10
years of professional experience
Work History
Acting Trainer Coordinator
Maximus Federal Services
Tampa , Florida
08.2020 - Current
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Monitored participant workflow and behaviors throughout the training process.
- Employed job analysis in accordance with principles of instructional design to create effective training programs.
- Quickly adapted training plans for client needs, keeping timelines, budgets, and desires in mind.
- Assessed student needs to develop effective training plans.
- Identified and solved internal problems related to employee turnover by revamping training approaches.
- Tracked client's progress in Salesforce and adapted plans to maintain progress.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Maximus Call Center WFH
Tampa , FL
08.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Answered up to 60 calls per day in a busy, fast-paced office for both English and Spanish-speaking customers.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Described product highlights and benefits to help guide purchasing decisions.
- Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
- Performed support ticket transaction resolution tasks and administrative functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Corporate Lead Administrative Receptionist
ACV Enviro
Rahway , NJ
07.2014 - 06.2020
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Confirmed appointments, communicated with clients and updated client records.
- Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Balanced employee availability, customer schedules and maximum load levels when scheduling appointments.
- Scheduled office meetings and client appointments for staff teams.
- Resolved customer problems and complaints.
- Kept records in CRM to maintain customer data.
- Orchestrated more than 200 timely shipments between offices and customers.
Education
BBA - Business Administration And Management
Berkeley College
New York, NY12.2022
Skills
- Database and Client Management Systems
- Office Equipment Operation
- Microsoft Project
- Microsoft Outlook
- Multitasking and Time Management
- Research and Analytical Skills
- Microsoft Office
- Adobe Systems Adobe Acrobat
- Ease with Computers and Technology
- Delphi Technology
- Microsoft Excel
- Confidentiality and Data Protection
Languages
Spanish
Native or Bilingual
Timeline
Acting Trainer Coordinator
Maximus Federal Services
08.2020 - Current
Customer Service Representative
Maximus Call Center WFH
08.2020 - Current
Corporate Lead Administrative Receptionist
ACV Enviro
07.2014 - 06.2020
BBA - Business Administration And Management
Berkeley College
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