Sophia Jackson
WINSTON SALEM,NC
Summary
Dedicated professional with strong communication and problem-solving skills. Experienced in managing customer inquiries and improving operational efficiency, committed to enhancing community engagement and service delivery. Skilled in managing departmental operations and staff scheduling improve service efficiency.
Overview
36
36
years of professional experience
Work History
Contact Center Representative
City of Winston-Salem
Winston-Salem, North Carolina
08.2024 - Current
- Manage customer inquiries through phone and email communications.
- Successfully navigate system applications to accurately record and document customer inquiries to client departments.
- Assist in resolving complaints, and providing accurate information.
- Collaborate with management and team members to improve communication strategies.
- Provide support during high-call volume periods to maintain service levels.
- Educate residents on city services and available resources effectively.
Assistant Director
City of Winston-Salem
Winston-Salem, North Carolina
06.2022 - 08.2024
- Assisted in developing strategic plans for city development projects.
- Developed strategic schedules to ensure adequate staffing.
- Managed departmental communications and ensured alignment with city policies.
- Facilitated meetings to discuss project updates and gather stakeholder feedback.
- Researched best practices for urban planning and community engagement strategies.
- Managed daily workflow of personnel by assigning tasks, tracking progress and providing assistance when needed.
- Created and maintained reports on operational performance metrics.
- Supervised recruitment process including interviewing candidates, making hiring decisions and onboarding new hires.
- Oversaw employee relations issues such as grievances, disciplinary actions and terminations.
- Monitored industry trends to recommend actionable strategies to the Department Head.
Supervisor
City of Winston-Salem
Winston-Salem, North Carolina
05.2013 - 06.2022
- Supervised a staff of more than 10 Agents regarding daily operations of municipal services and staff activities.
- Facilitated initial training to educate new hires on all city departmental processes and procedures.
- Coordinated assignment schedules to optimize team performance.
- Implemented safety protocols to ensure compliance with city regulations.
- Collaborated with city departments on community engagement initiatives.
- Resolved employee conflicts and addressed workplace issues promptly.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
Contact Center Representative
City of Winston-Salem
Winston-Salem, North Carolina
05.2007 - 05.2013
- Assisted customers with inquiries regarding city services and programs.
- Resolved complaints by providing effective solutions and information.
- Documented customer interactions in the call center management system.
- Educated residents on utility billing processes and payment options.
- Handled high-volume calls while maintaining professionalism and patience.
- Provided feedback to management on common customer concerns and trends.
- Attended regular training sessions on relevant topics to stay updated with industry trends.
- Created knowledge base documents for easy reference by other team members.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Senior Accountant
US Airways
Winston-Salem, North Carolina
10.1989 - 08.2006
- Managed monthly financial close process and ensured compliance with accounting standards.
- Prepared detailed financial reports for internal and external stakeholders.
- Analyzed financial data to identify trends and support decision-making.
- Reviewed and approved journal entries for accuracy and completeness.
- Prepared monthly financial reports for management review.
- Provided support to internal and external auditors during the annual audit process.
- Generated and presented monthly financial statements to senior management.
- Performed audits of operational and financial areas to check compliance.
Education
Bachelor of Arts - Business/Information Systems
Winston-Salem State University
Winston-Salem, NC06-1989
Some College (No Degree) - Business Education
Salem College
Winston-Salem, NCSkills
- Customer service
- Conflict resolution
- Communication strategies
- Complaint management
- Product knowledge
- Policy compliance
- Attention to detail
- Fast learner
Affiliations
- BBBS Volunteer
- Special Olympics of Forsyth Co.
- Right Turns for Youth
Accomplishments
- Outstanding Leadership
- Customer Satisfaction
Timeline
Contact Center Representative
City of Winston-Salem
08.2024 - Current
Assistant Director
City of Winston-Salem
06.2022 - 08.2024
Supervisor
City of Winston-Salem
05.2013 - 06.2022
Contact Center Representative
City of Winston-Salem
05.2007 - 05.2013
Senior Accountant
US Airways
10.1989 - 08.2006
Bachelor of Arts - Business/Information Systems
Winston-Salem State University
Some College (No Degree) - Business Education
Salem College