Memuna Jalloh
Columbus
Summary
Dedicated customer service professional with extensive experience in technical support and client relations. Demonstrated proficiency in Microsoft Office and Google Suite, excelling in multitasking and complex issue resolution. Proven track record of enhancing customer satisfaction while contributing to organizational success. The career objective focuses on leveraging expertise to drive continuous improvement in service delivery.
Overview
5
5
years of professional experience
Work History
Manager
MJLUXEBRAND LLC
Columbus
06.2020 - Current
- Led team meetings and one-on-one coaching sessions to continuously improve performance
- Developed and implemented strategic plans to achieve company objectives
- Assigned tasks to associates to fit skill levels and maximize team performance
- Enhanced customer satisfaction through the development of a customer service excellence program
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement
- Scheduled interviews for potential candidates and conducted reference checks prior to hire
- Handled escalated customer complaints with efficiency and professionalism
- Facilitated team meetings to discuss business results and outline key priorities
- Managed marketing strategies to boost brand recognition
Technical Support
Elevance Health
Columbus
12.2024 - 03.2025
- Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes, utilizing current reference materials and available resources
- Identify any trends related to incoming or outgoing calls that may provide policy or process improvements to support excellent customer service, quality improvement, and call reduction
- Handled an average of 50+ inbound and outbound calls daily to ensure rapid responses and facilitate the resolution of complaints and issues raised via email, resulting in a 22% increase in customer retention
- Provided technical assistance to clients, focusing on password resets, login issues, and username verification
- Collaborated with cross-functional teams to resolve complex technical problems, ensuring minimal disruption to users
- Maintained detailed records of user interactions, contributing to the development of a comprehensive knowledge base
- Educated clients on best practices for system security and efficient use of company platforms
Customer Service Representative
Tenerity
07.2023 - 12.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Streamlined call center processes for improved efficiency and reduced wait times
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Exceeded performance metrics consistently, earning recognition as a top performer within the team
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Sales Associate
CMH Clear
08.2020 - 01.2023
- Consistently followed strict security procedures to ensure the safety of airline passengers and CLEAR members, while providing exceptional customer service
- Proactively engaged with travelers and effectively communicated the benefits of CLEAR membership, resulting in increased enrollments
- Maintained adherence to all security and safety guidelines, policies, and procedures at all times, contributing to a safe and secure airport environment
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed
Operations Specialist
Addeco
09.2020 - 11.2022
- Facilitated seamless wire transfer requests for clients by providing expert assistance over the phone
- Processed and approved client wire service requests, ensuring accuracy and compliance with company policies and procedures
- Worked closely with implantation advisors to streamline document completion and improve efficiency in operations
Education
High School Diploma -
Horizon Science Academy
Columbus, OH06.2018
Associate of Applied Science - Computer Science
Franklin University
Columbus, OHSkills
- Proficient in Microsoft Office Suite
- Technical support
- Product management
- Client relations
- Sales techniques
- Administrative Support
- Excel
- Customer Support Expertise
- Customer Satisfaction
- Meticulous Attention to Detail
- Exceptional Communicator
- Strategic planning
- Project management
Timeline
Technical Support
Elevance Health
12.2024 - 03.2025
Customer Service Representative
Tenerity
07.2023 - 12.2024
Operations Specialist
Addeco
09.2020 - 11.2022
Sales Associate
CMH Clear
08.2020 - 01.2023
Manager
MJLUXEBRAND LLC
06.2020 - Current
High School Diploma -
Horizon Science Academy
Associate of Applied Science - Computer Science
Franklin University
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