JAMESHAY RILEY
Baton Rouge,LA
Summary
Dedicated Customer Service Professional with almost a decade of experience in various customer-focused roles. Adept at delivering high-quality service, managing operations, and leading teams to achieve exceptional results. Renowned for excellent communication skills, problem-solving abilities, and maintaining customer satisfaction. Seeking to leverage extensive expertise in customer service and management to contribute to a dynamic organization. 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.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Conduent
, LA
08.2024 - Current
- Assisted customers with billing inquiries, ensuring accuracy and satisfaction, and reducing billing errors by 25%.
- Addressed escalated issues promptly, ensuring swift resolution, and 90% customer satisfaction.
- Managed inbound and outbound calls, addressing customer needs promptly, achieving a 95% response rate.
Shift Lead
Frankie’s Dawg House
08.2023 - Current
- Coordinated team operations, ensuring efficiency and adherence to safety standards, resulting in a 20% increase in productivity
- Managed inventory and restocking processes to reduce stock discrepancies by 15%, ensuring optimal supply levels
- Delivered exceptional customer service, maintaining a 95% customer satisfaction rate through effective problem resolution
Call Center Agent
Alorica
07.2021 - 02.2022
- Handled high volumes of customer inquiries and complaints, achieving a 90% resolution rate on the first call through effective communication and problem-solving
- Processed orders and service changes accurately, reducing errors by 25% through meticulous data entry and verification
- Collected and analyzed customer feedback, implementing improvements that enhanced service delivery by 10% and increased customer satisfaction
Assistant Operations Manager
Dollar Tree
03.2021 - 07.2021
- Supervised daily operations and ensured compliance with company policies and safety guidelines, reducing incidents by 30%
- Managed inventory and sales floor activities, contributing to a 15% increase in sales through effective merchandising and inventory control
- Trained and mentored staff, enhancing team performance and morale, resulting in improved customer service and operational efficiency
Assistant Store Manager
Walgreens
03.2020 - 02.2021
- Directed high-volume sales floor activities and resolved customer concerns, improving customer retention by 20% through attentive service and issue resolution
- Managed inventory, cash control, and merchandising, leading to a 10% increase in sales by ensuring product availability and attractive displays
- Trained and supervised staff, fostering a collaborative and efficient work environment, which contributed to overall store success
Guest Service Associate
RaceTrac Petroleum, Inc.
10.2016 - 01.2019
- Provided exceptional customer service in a high-volume environment, resulting in a 95% satisfaction rate and positive customer feedback
- Trained new employees on cash register operation, stock procedures, and customer service strategies to maximize team performance and customer relations
- Managed cash transactions and inventory control, maintaining a 98% accuracy rate, which contributed to financial accuracy and inventory management
Education
High School Diploma -
Skills
- Excellent written and verbal communication
- Attention to Detail
- Prioritization
- Integrity
- Empathy
- Effective Listening
- Effective Problem Resolution
- Prioritization Skills
- Multitasking
- Conflict Resolution
- Adaptability
- Interpersonal Skills
- Customer Relationship Management
- Telephone Etiquette
- Product Knowledge
- Leadership
- Team Leadership
- Workforce Development
- Performance Assessment
- Tactical Vision Formulation
- Strategic Decision-Making
- Financial Budgeting
- Operational Efficiency
Timeline
Customer Service Representative
Conduent
08.2024 - Current
Shift Lead
Frankie’s Dawg House
08.2023 - Current
Call Center Agent
Alorica
07.2021 - 02.2022
Assistant Operations Manager
Dollar Tree
03.2021 - 07.2021
Assistant Store Manager
Walgreens
03.2020 - 02.2021
Guest Service Associate
RaceTrac Petroleum, Inc.
10.2016 - 01.2019