Rowshana Jackson
Tampa,FL
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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
4
4
years of professional experience
Work History
CSR - Customer Service Representative
Paychex, Inc
08.2022 - Current
- Detail-oriented, efficient and organized Staff Accountant & Payroll Specialist with experience in account reconciliation payroll, domestic and account maintenance
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Possess strong analytical and problem-solving skills, with ability to make well thought out decisions
- Excellent written and verbal communication skills
- Highly trustworthy and ethical
- Resourceful in completion of projects and effective at multi-tasking.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed over 50 customer calls per day
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Updated account information to maintain customer records
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Tracked customer service cases and updated service software with customer information
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Customer Care Supervisor
Trulieve, Inc
01.2021 - 08.2022
- Resolve customer complaints via phone, email, mail, chat or social media
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges.
- Evaluated interactions between associates and customers to assess personnel performance.
- Monitored compliance risks while adhering to safety protocols.
- Handled complaints, provided appropriate solutions and alternatives within appropriate time frames and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Managed department call volume of 100 or more calls per day and coordinated department schedules to maximize coverage during peak hours
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution
- Maintained client files with sales contracts, records of client interactions, client notes, and other information
- Established performance and service goals and held associates accountable for individual performance
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Performed duties and provided service in accordance with established operating procedures and company policies
Customer Service Representative
ADDECCO Temp agency
09.2020 - 01.2021
- Inbound and Outbound customer service agent, help customers resolve and issue answer questions and provide information regarding their account.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information
- Investigated and resolved customer inquiries and complaints quickly
- Responded proactively and positively to rapid change
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
Customer Service Representative
Dillard's, Inc
04.2019 - 09.2019
- Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and process returns
- By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in sales.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
Education
Associate of Arts - Fashion Design
ART Institute of Art And Design
Tampa, FL05.2002
Skills
- Microsoft Word
- System Implementation
- Problem-Solving Ability
- Customer Account Management
- Report Creation
- Critical Thinking
- Prioritization
- Brand Representation
- Senior Leadership Support
- Administrative Support
- Computer Proficiency
- Data Evaluation
Zendesk, Salesforce, Webex and Orcale
- Utilized Zendesk as a primary ticketing system to manage and resolve customer inquiries, issues and complaints.
- Demonstrated proficiency in navigating Zendesk interface, creating and updating tickets and tracking customers concerns
- Conduct training sessions for new customer service team members on how to effectively use Zendesk for ticket management and customer communication.
- Proficiently managed Salesforce CRM system including user administration data management and system customization
- Collaborated with cross-functional teams to identify and implement process and improvements resulting in increased efficiency and productivity
- Stayed updated with Salesforce releases and enhancements
- Supported routine database task, such as user management data backup and recovery
- Actively participated in training programs and self-study to enhance knowledge or Oracle data base
Timeline
CSR - Customer Service Representative
Paychex, Inc
08.2022 - Current
Customer Care Supervisor
Trulieve, Inc
01.2021 - 08.2022
Customer Service Representative
ADDECCO Temp agency
09.2020 - 01.2021
Customer Service Representative
Dillard's, Inc
04.2019 - 09.2019
Associate of Arts - Fashion Design
ART Institute of Art And Design
Similar Profiles
Democritos NaselarisDemocritos Naselaris
Senior Transaction Management Specialist at Paychex, IncSenior Transaction Management Specialist at Paychex, Inc
Linette MilesLinette Miles
Healthcare Payroll Specialist at Paychex, IncHealthcare Payroll Specialist at Paychex, Inc
Jesse McLeodJesse McLeod
Retirement Sales Representative at Paychex, IncRetirement Sales Representative at Paychex, Inc