Rosland Jackson
Canton,MS
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TTEC
Colorado Springs, CO
08.2023 - 04.2024
- Made outbound calls to customers about healthcare insurance coverage, answer high volume of inbound calls, schedule doctors appointments, schedule rides for clients, assisted clients with food pantries in their area when low on food supplies, also provide shelter information for homeless members
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Updated databases with new and modified customer data.
- Developed strong relationships with customers by providing personalized assistance and support.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Followed up on pending claims and resolved issues delaying processing.
- Developed strategies for improving overall efficiency of the Insurance Claims Processing department.
- Assisted in resolving customer inquiries and complaints regarding insurance claims processing.
- Reviewed insurance policies to determine coverage and eligibility for claims processing.
- Coordinated with healthcare providers to obtain missing information or clarification on claims.
- Advised customers on available options when their initial request was not approved by an insurer.
- Verified claim data correctness in preparation for processing.
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
- Communicated decisions about claims via phone or written correspondence with providers.
- Accurately processed large volume of medical claims every shift.
- Utilized various software and tools to streamline processes and optimize performance.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Floor Associate
Amazon Fulfillment Center
Canton, MS
10.2022 - 03.2023
- Scan packages going out to customers, meet daily quota, moved around in the warehouse did problem solving repackage non-scannable items
- Processed merchandise returns and exchanges for customers to refund payments, trade items, and offer store credit.
- Provided assistance to other departments when needed.
- Performed inventory counts on a regular basis to ensure accuracy of stock levels.
Customer Service Representative
Continuum Global
Rochester, New York
06.2020 - 10.2022
- Company Overview: (Verizon)
- I connected with customers on a friendly basis
- I went on bills, looked the account to see did they have the best service and coverage
- Showed empathy and compassion, and supported them through their needs
- (Verizon)
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Updated databases with new and modified customer data.
- Developed positive relationships with customers through friendly interactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided accurate information about products and services to customers.
- Answered inbound calls, chats and emails to facilitate customer service.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Identified opportunities for upselling additional products or services based on customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Contacted customers about potential service upgrades, new services and account changes.
Quality Assurance Technician
PECO
Canton, MS
12.2016 - 03.2020
- Completed routine inspections of components and products to fulfill quality assurance measurements and requirements specifications
- Compared samples to standards and specifications by performing detailed
- Performed detailed inspections of products to ensure compliance with quality standards.
- Randomly selected products at various stages of production for evaluation.
- Participated in regular meetings with suppliers to discuss quality concerns and improvements.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Worked with off-site teams to complete timely tests and facilitate smooth product releases.
Cook/Crew Leader
Piggly Wiggly
Canton, MS
01.2007 - 01.2017
- Prep- food for the next day
- Cook- prepared meals for the days I cooked
- Line assembly- place the items in the correct order
- Made schedules
Direct Care Worker
Canton Manor
Canton, MS
01.2005 - 12.2008
- I worked hands on with elderly patients and disabled patientsI also helped with clients daily duties such as cleaning, bathing feeding making sure their medicines was taking on time and etc
Janitor
CANTON HIGH SCHOOL
Canton, MS
01.2002 - 02.2004
- My roles were taking out trash cleaning offices
- Making sure the windows were clean 3 times a day
- Sweeping, mopping, make sure the areas were sanitized properly and daily made beds changed and washed bed clothing
Education
High school diploma -
Canton High School
Canton, MSSkills
- Quality assurance requirements
- Sambles comparison
- Routing inspections
- Trend tracking
- Meal Preparation
- Cash Handling
- Cooking
- Food Preparation
- Home Care
- Retail Sales
- Kitchen Management Experience
- Cashiering
- Kitchen Experience
- Sales
- Cleaning Experience
- Laundry
- Caregiving
- Customer Service
- Senior Care
- Pricing
- Assistant Manager Experience
- Babysitting
- Commercial Cleaning
- Computer Skills
- Packaging
- Leadership
- Food Handling
- Medical Scheduling
- Complaint resolution
- Scheduling
- Account updating
- Coordination
- Payment processing
- Customer education
- Order fulfillment
- Stock management
- Follow-up skills
- Customer relationship management (CRM)
- Business development
- Empathy and patience
- Hospitality and accommodation
- Shipping and receiving
- Data collection
- Sales closing
- Refunds processing
- Problem resolution
- Receiving support
- Technical troubleshooting
- CRM software proficiency
- Merchandise upselling
- Task prioritization
- Service standard compliance
- Spreadsheets
- Opening and closing accounts
- Courteous demeanor
- Record preparation
- Team development
- Refund management
- Computer proficiency
- Decision-making
- Stress management
- Problem-solving
- Cultural awareness
- Negotiation strategies
- Microsoft outlook
- High-energy attitude
- Product promotion
- Typing proficiency
- Email management
- Product knowledge
- Conflict resolution
- Appointment scheduling
- Documentation
- Multi-line telephone operations
- Reading comprehension
- Quality control
- Product sales
Certification
- Driver's License
- CPR Certification
Timeline
Customer Service Representative
TTEC
08.2023 - 04.2024
Floor Associate
Amazon Fulfillment Center
10.2022 - 03.2023
Customer Service Representative
Continuum Global
06.2020 - 10.2022
Quality Assurance Technician
PECO
12.2016 - 03.2020
Cook/Crew Leader
Piggly Wiggly
01.2007 - 01.2017
Direct Care Worker
Canton Manor
01.2005 - 12.2008
Janitor
CANTON HIGH SCHOOL
01.2002 - 02.2004
High school diploma -
Canton High School