Hi, I’m
JoWanda Alexander
Customer Service Manager
Mesquite,TX
Judge a man by his questions rather than his answers.
Voltaire
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
9
years of professional experience
Work History
Genpact
Social Media Content Reviewer
11.2016 - Current
Job overview
- Curated content across social media platforms, leveraging algorithm strategies to increase engagement.
- Monitored website analytics and metrics to track content performance and identify areas of improvement.
- Developed and managed content calendar to meet deadlines and engagement goals.
- Managed content distribution to online channels and social media platforms.
- Utilized analytics and site metrics to determine areas of improvement.
Allstate Insurance/Pilot CatastropheRichardson, TX
Customer Service Manager
2015 - 2017 (2 education.years_Label)
Job overview
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked well in a team setting, providing support and guidance.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
ONE EXCHANGE TOWERS WATSON
QA Analyst
07.2014 - 01.2016
Job overview
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Education
Skyline HighSchoolDallas, TX
Highschool Diploma
01-1998
Skills
- P>Multi-line phone talent
- P>Professional telephone demeanor
- P>Technical Support
- P>CRM
- P>POS systems expert
- P>Account management
- P>Creative problem solving
- P>High-volume call centers
- P>Typing 40 wpm
- P>Documentation and reporting
- P>Call center operations
- P>Reliable & Secure High Speed Internet
Additional Information
- Certifications and Licenses , Texas Licensed Insurance Agent for Health/Life.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Social Media Content Reviewer
Genpact
11.2016 - Current
Customer Service Manager
Allstate Insurance/Pilot Catastrophe
2015 - 2017 (2 education.years_Label)
QA Analyst
ONE EXCHANGE TOWERS WATSON
07.2014 - 01.2016
Skyline HighSchool
Highschool Diploma
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