Summary
Overview
Work History
Education
Skills
Timeline
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Monica Jackson

Montgomery,AL

Summary

Skilled Tier 2 Customer Service Representative with a solid background in resolving complex customer issues and providing exceptional support. Strengths include problem-solving, effective communication, and relationship-building skills. Notably improved customer satisfaction ratings in previous roles through quick resolution of escalated cases and efficient team collaboration.

Overview

2
2
years of professional experience

Work History

Tier 2 Customer Service Representative

Concentrix
05.2024 - Current
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Maintained professional demeanor while interacting with customers to ensure satisfaction.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.

Provider Services Representative

TTEC
10.2022 - 05.2024
  • Answered incoming calls and responded to customer inquiries, concerns, and requests in a professional and courteous manner.
  • Assess customer needs, and provide appropriate solutions or recommendations to meet their requirements. Utilize CRM systems and other tools to access customer information, update records, and document interactions.
  • Coordinate with internal departments or external vendors to address customer inquiries, or facilitate resolutions.

Education

High School Diploma -

James Madison
Atlanta, GA
12-2015

Skills

  • Performance tracking
  • Data entry proficiency
  • Email etiquette
  • Call handling
  • Typing speed
  • Salesforce proficiency
  • High call volume
  • Inbound calls

Timeline

Tier 2 Customer Service Representative

Concentrix
05.2024 - Current

Provider Services Representative

TTEC
10.2022 - 05.2024

High School Diploma -

James Madison

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Monica Jackson