Shenoah Jackson
Princeton,LA
Summary
Adept at navigating high-stress situations, I excelled as a Customer Service Representative at Alorica, where my problem-solving abilities and proficiency in Microsoft Excel led to a notable increase in customer loyalty. Recognized for outstanding complaint resolution and call management, I consistently surpassed performance metrics, securing my position as a top team performer.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Alorica
04.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
General Dynamics
05.2021 - 04.2023
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Resolved discrepancies in data entry activities for accurate, complete jobs.
- Prevented costly mistakes by proactively identifying discrepancies in numerical entries and rectifying them promptly.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Contacted customers to return routine and general calls promptly.
- Responded to customer calls and emails to answer questions about products and services.
Technical Support Representative
Apple
03.2020 - 03.2021
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
Education
Doyline High School
Doyline Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Customer Relations
- Call center experience
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Call Management
- Paperwork Processing
- Order Processing
- Documentation
- Clerical Support
- Live chat support
- Order Fulfillment
- Account updating
Accomplishments
Employee of the month
Timeline
Customer Service Representative
Alorica
04.2023 - Current
Customer Service Representative
General Dynamics
05.2021 - 04.2023
Technical Support Representative
Apple
03.2020 - 03.2021
Doyline High School
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