Summary
Overview
Work History
Education
Skills
Timeline
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Sydezha Jackson

Harrison,MI

Summary

Accomplished customer service professional with nearly a decade of experience in billing, technical support, and customer onboarding. Demonstrated ability to resolve complex issues and optimize workflows, resulting in improved customer satisfaction. Proficient in managing high-volume operations while cultivating a positive team environment. Focused on delivering exceptional customer experiences and achieving operational excellence.

Overview

9
9
years of professional experience

Work History

REMOTE BILLING AND SUPPORT SPECIALIST

ShyftOff Inc.
Remote, MI
09.2024 - Current
  • Process and resolve billing inquiries, discrepancies, and account adjustments.
  • Handle payment processing, including ACH transfers and electronic transactions.
  • Collaborate with the finance team to ensure accurate reconciliations and resolve account issues.
  • Offered proficient and effective assistance for multifaceted customer questions through various platforms.
  • Managed QA projects securing alignment with internal protocols.

REMOTE CUSTOMER ONBOARDING SPECIALIST

Upwork
Remote
09.2021 - 08.2024
  • Conducted personalized onboarding sessions for new client registrations and account setups.
  • Delivered platform training, enhancing clients' ability to post jobs and manage projects effectively.
  • Handled user difficulties and gathered feedback to continually refine onboarding procedures.
  • Managed and completed over 50 onboarding cases daily, ensuring high client satisfaction.
  • Provided technical assistance to new users navigating the platform's features.
  • Sourced, qualified and conducted screening interviews with job candidates.

Call Center Operations Manager

Comcast
Sterling Heights, MI
09.2018 - 08.2021
  • Managed a team of 15 representatives, overseeing schedules, performance, and professional development.
  • Enhanced performance metrics by refining processes, reducing average wait times, and improving customer satisfaction.
  • Held regular team meetings to share updates, provide individualized coaching, and address team concerns.
  • Partnered with cross-functional departments to resolve escalated cases effectively.
  • Enhanced team morale resulting in a 15% turnover rate reduction.
  • Developed incentive programs to motivate staff and increase team performance.

Customer Experience Specialist

Comcast
Sterling Heights, MI
08.2015 - 08.2018
  • Handled troubleshooting tasks for internet, cable TV, and phone systems.
  • Processed billing inquiries and adjustments while maintaining compliance with company policies.
  • Efficiently addressed and resolved high volumes of customer concerns.
  • Escalated unresolved technical issues to higher-level support teams for prompt resolution.
  • Trained new hires on customer service protocols and tools.
  • Conducted follow-up calls to ensure customer satisfaction.

Education

Associate of Applied Science - Business Administration and Management

Oakland Comm. College
Royal Oak, MI
05-2026

HIGH SCHOOL DIPLOMA -

Insight School of MI
Lansing, MI

Skills

  • Customer Service and Support
  • Billing and Payment Resolution
  • Technical Troubleshooting
  • CRM and account management
  • Conflict Resolution
  • Quality Assurance and Compliance
  • Process Optimization
  • Team leadership and training
  • Inbound/Outbound Call Management
  • Analytical Problem-Solving
  • Training and coaching

Timeline

REMOTE BILLING AND SUPPORT SPECIALIST

ShyftOff Inc.
09.2024 - Current

REMOTE CUSTOMER ONBOARDING SPECIALIST

Upwork
09.2021 - 08.2024

Call Center Operations Manager

Comcast
09.2018 - 08.2021

Customer Experience Specialist

Comcast
08.2015 - 08.2018

Associate of Applied Science - Business Administration and Management

Oakland Comm. College

HIGH SCHOOL DIPLOMA -

Insight School of MI

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Sydezha Jackson