Pamela Jackson
Montgomery,AL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Customer Support Tier 1 Analyst
Amplify
09.2022 - Current
- Recognized escalation needs and connected customers with advanced support staff.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Managed upwards of 20+ cases daily using deep knowledge of 15 different online programs, three different databases, and many processes, resulting in prompt communication and efficient and functional problem-solving skills.
- Provide support to 15 - 30 new customers across multiple platforms, resulting in consistent technical solutions and positive customer feedback at average CSTAT rate of 98%.
- Generated and managed Salesforce cases for each contact's inquiry while correctly categorizing and escalating reported behaviors with follow-ups to each managed customer every 24 hours or less.
- Deep knowledge of Amplify A&I and CC&S products.
- Mastered ability to research solutions via Amplify Knowledge Base.
- Demonstrated ability to work in fast paced environment without compromising customer satisfaction.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems
- Worked within task management system to receive, manage and close support requests
- Diagnose and troubleshoot hardware, software and network issues
Customer Service Specialist
Robert Half
07.2021 - 01.2022
- Analyzes and evaluates unemployment insurance functions such as employer taxes and benefit payment operations to measure compliance with state and federal requirements and agency operating standards and procedures; identifies problems and deficiencies and recommends appropriate procedures
- Provides technical assistance to branch governmental agencies, and the public on technical aspects of unemployment insurance benefit programs and in the interpretation of the laws, policies, and rules governing the programs
- Troubleshooting passwords and unlocking accounts through Active Directory, Troubleshooting Office 365 including all applications and versions within that, Use of time management skills and closing tickets in a timely manner
- Use of excellent customer service practices achieving a 95% end user satisfaction rate
- Investigates and researches solutions to problems posed by claimants and employers pertaining to unemployment benefit claims and taxation
- Prepares training materials and conducts in-service training to implement new programs, procedures, automated systems, or operating changes in established programs
- Assesses the social, economic, political, operational, and organizational implications of existing and proposed policy and programs
- Provide high level customer service by answering questions and resolving frustrations also assisted with Medicare.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Handled customer inquiries and suggestions courteously and professionally
Customer Support Agent
Cardinal Health
03.2020 - 06.2020
- Customer Order Management is responsible for expediting orders by acting as a liaison in problem solving, research and problem/dispute resolution
- Applies acquired job skills and company policies and procedures to complete standard tasks
- Works on routine assignments that require basic problem resolution
- Refers to policies and past practices for guidance
- Receives general direction on standard work; receives detailed instruction on new assignments
- Refers to policies and past practices for guidance
- Receives general direction on standard work; receives detailed instruction on new assignments
- Consults with supervisor or senior peers on complex and unusual problems
Digital Tech Support
McGraw-Hill Education
06.2018 - 09.2018
- Interact with customers via various channels such as phone, email and online chat in order to actively walk customers through browser or software-based issues using classroom teachings, product knowledge or our web based program offered to students and educators
- Resolve inquiries by answering questions on software or online products utilizing skills such as guiding customers through applications, assisting with installations, troubleshooting issues and performing testing as necessary to replicate issues
- Documents call contacts and details completely and accurately following established processes and procedures in a CRM application
- Assisting and navigating the customers with using multiple different browsers and verifying the compatibility of browsers and troubleshooting issues by emulating the customer profile
- Actively manage open cases/tickets and ensure that all necessary follow-up is completed to provide resolution to meet department SLA's
- Provide product knowledge documentation on assigned products, update shared knowledge base and conduct training for other employees
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues
Operations Specialist
I / Chase
07.2016 - 06.2018
- Level 1 Agent is critical to proactively manage our ATM fleet performance and customer experience
- Actively own and resolve ATM incidents that are generated via the standard monitoring tools, working closely with ATM vendors and other internal or external partners
- Ensure incident documentation is well-written and easily understood and actionable by vendors and partners
- Ability to develop extensive knowledge of ATM processes and technology learn quickly and utilize a number of supporting systems, effectively multi-task
- Demonstrate the Shared Values and Behaviors (Service, Collaboration, Innovation, Ownership and Integrity) when working with customers and fellow employees to create a positive customer experience and working environment
- Researching ATM performance/health, Resolving ATM failures (e.g., ATM load/reboot) Requesting or escalating ATM vendor service
- Requesting cash replenishment Maintain strict adherence to established risk procedures and on-going risk education: Follow customer authentication procedure and ensures staff procedures are in line with establish Risk protocols
- Report privacy breaches following established risk procedures
- Completes assigned risk training on time
- Ensure staff is risk compliant according to Risk policies and procedures
- Assist in the daily, weekly, and monthly assessment of AMG Risk avoidance
- 60% Receives and resolves incoming telephone service calls within SLA: Responds to vendor or Chase Security calls
Help Desk Specialist
AIR
01.2015 - 05.2016
- Receive and respond to telephone, email, and web requests for assistance
- Identify, research, and resolve technical issues related to a wide variety of software and hardware products
- Walk customer through problem-solving process, provide installation and usage instructions for software and hardware products
- Resolve computer connectivity issues with hardware products
- Determine software and hardware product recommendations based on customer's usage intent, computer systems, or current technology use
- Follow up with customers to ensure issue has been resolved
- Document all customer interaction in tracking system
- Other duties as determined by changing business needs
- Reset passwords and help with the navigation of the website for the Ohio State Tests
- Answers phones, voice and electronic mail to respond to customer requests
- Transfers customer calls to appropriate staff
- Identifies, documents, research, and resolves customer issues using the call tracking system, following on customer inquiries not immediately resolved
- Educated customers on using the software and providing the resources needed to teachers, superintendents and so forth and providing policies and regulations needed via the State of Ohio Board of Education.
- Supervised daily configuration activities and business systems operations
- Helped streamline repair processes and update procedures for support action consistency
- Offered assistance in implementing and developing training programs
- Developed and implemented preventive maintenance procedures
Tier I Tech Support
Cox Communications
08.2014 - 11.2014
- Remote
- Promotes quality customer experience, through honest and committed customer care. Respond to inbound customer questions, problems, and requests regarding account balances, service additions, billings/payments, or other general or account-related services
- Captures opportunities to offer additional or upgraded services to customers as available, while providing a quality customer experience
- Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company
- Work in a at home environment delivering excellent customer care by greeting customers, asking questions and actively listening to customers to understand their needs or requests
- Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments
- Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments
- Determine the appropriate answer, response, or solution by interpreting relevant information in light of the customer's circumstances
- Educate on billing details, Cox policies and procedures concerning prices, billing and service
- Perform any necessary calculations pertaining to fees, time periods, or dates
- Provide seamless customer service through partnering with Sales for identified sales leads and Technical Support for customer assistance with non-account-related troubleshooting.
Education
High School Diploma -
Walnut Ridge High School
Columbus, OH06.2005
Computer Science
Franklin University
Columbus, OH03.2033
Skills
- Microsoft Office 365
- Internet Research
- Knowledge in all internet browser support including Safari, Chrome, Edge
- Adobe Photoshop
- Adobe Illustrator
- Creative Cloud Desktop
- HTML/CSS Coding
- Content Developing
- Web Design
- Graphic Design
- All OS/Android Support
- 50 WPM
- Salesforce
- Familiarity with most CRMs
- Online Chat
- Telephone Etiquette
- Special Projects
- Senior Leadership Support
- Portal Systems
- Livechat Messaging
- Customer Service
- Call Volume and Quality Metrics
- Data Evaluation
- Policy and Procedure Adherence
- Microsoft Office
- Call Centers
- Trained in Salesforce
- High-Volume Call Environments
- Membership Inquiries and Renewals
- Customer Service and Assistance
- Issue and Complaint Resolution
- Adobe Dreamweaver
- Problem Resolution
Affiliations
- Member of Q-Board (Chase)5 Keys of Recognition Over 18+ from internal employees.
- Assisted in training for the new programs at AIR & introduced Slack to improve agent communication & productivity/effectiveness.
- Started a non-profit in 2018 called Save Our Women.
Timeline
Customer Support Tier 1 Analyst
Amplify
09.2022 - Current
Customer Service Specialist
Robert Half
07.2021 - 01.2022
Customer Support Agent
Cardinal Health
03.2020 - 06.2020
Digital Tech Support
McGraw-Hill Education
06.2018 - 09.2018
Operations Specialist
I / Chase
07.2016 - 06.2018
Help Desk Specialist
AIR
01.2015 - 05.2016
Tier I Tech Support
Cox Communications
08.2014 - 11.2014
High School Diploma -
Walnut Ridge High School
Computer Science
Franklin University