Summary
Overview
Work History
Education
Skills
Timeline
Generic

OCTAVIA BURNS

Richardson

Summary

Dedicated Customer Service professional with 6 years of knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

10
10
years of professional experience

Work History

Travel Specialist

JPMorgan Chase
09.2023 - Current
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
  • Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
  • Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.

Social Media Content Review Analyst /Customer Service Representative

Genpact
07.2018 - 03.2023
  • Exhibited comprehensive analytics and business intelligence knowledge by translating raw social data into actionable strategic output
  • Analyzed search queries and referring domain reports to block non-qualified traffic and expand existing
  • Monitored and reported upon news, developments, and insights, identifying opportunities for application and analysis.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services and company information.

Claims Associate

State Farm
08.2017 - 05.2018
  • Auto Insurance Responded to timely claims; filed paperwork, communicated with policyholders, investigated liability Research, detailed, and substantiated each aspect of the claim, including building damage, contents, and extra living expense claims
  • Responded to timely claims; filed paperwork, communicated with policyholders, investigated liability Research, detailed, and substantiated each aspect of the claim, including building damage, contents, and extra living expense claims
  • Applied knowledge of policies and procedures to determine coverage, conduct investigation to determine liability, and conclude auto property and bodily injury claim hand.

Customer Service Representative

North Texas Tollway Authority
12.2016 - 08.2017
  • Authority Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
  • Processed payments refunds and record important customer data, update recorded customer information, and de-escalate calls via active listening to identify needs and provide timely solutions
  • Demonstrates accuracy in processing changes to customer policies based on the information provided and identifies opportunities requiring a transfer to a licensed representative.

Customer Service Representative

Faneuil Inc
11.2015 - 12.2016
  • Acknowledge and direct customer requests for additional products or services to appropriately licensed representatives
  • Maintain a high-volume workload within a fast-paced environment
  • Assisted an average of 550 clients in any given week and consistently met performance benchmarks in all areas (speed, accuracy, and volume)
  • Maintain a high-volume workload within a fast-paced environment
  • Assisted an average of 550 clients in any given week and consistently met performance benchmarks in all areas (speed, accuracy, and volume).

Floor Manager

Walmart
03.2014 - 10.2016
  • Greeted customers entering the store to ascertain what each customer wanted or needed Described product to customers and accurately explained details and care of merchandise
  • Collaborated with the department leads and sales team leads to build effective teams and promote the customer experience
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
  • Stocking and organizing products
  • Cashier

Cashier/Customer Service Representative

Family Dollar
11.2013 - 03.2014
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Restocked and organized merchandise in front lanes.
  • Answered questions about store policies and addressed customer concerns.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.

Education

Basic Studies

Paris Junior College
Paris, TX

High School Diploma -

North Garland High School
Garland, TX
05.2012

Skills

  • Inbound and outbound call support
  • Good interpersonal and oral
  • Communication skills
  • Employee Engagement
  • Analytical Thinking
  • People Management
  • Business Knowledge
  • Problem-Solving
  • Empathy
  • Conflict Resolution
  • Results-Oriented
  • Proficient in
  • Microsoft Word,
  • Excel, Office, PowerPoint
  • Assurant Fairfax OEP MS
  • Stocking
  • Organizing products
  • MS Office Email Adobe Acrobat
  • Internet Research QuickBooks and
  • Quicken HTML
  • Credit Card Payment Processing

Timeline

Travel Specialist

JPMorgan Chase
09.2023 - Current

Social Media Content Review Analyst /Customer Service Representative

Genpact
07.2018 - 03.2023

Claims Associate

State Farm
08.2017 - 05.2018

Customer Service Representative

North Texas Tollway Authority
12.2016 - 08.2017

Customer Service Representative

Faneuil Inc
11.2015 - 12.2016

Floor Manager

Walmart
03.2014 - 10.2016

Cashier/Customer Service Representative

Family Dollar
11.2013 - 03.2014

Basic Studies

Paris Junior College

High School Diploma -

North Garland High School

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