SYDNEY JACKSON
Rochester,NY
Summary
Proficient in solution-based selling with a focus on customer acquisition, leveraging deep product knowledge to tailor recommendations that meet individual needs. Successfully handled diverse customer inquiries, promoting services while maintaining a commitment to exceptional customer experience excellence. Collaborated with leadership to monitor performance metrics, delivering actionable insights that improved team effectiveness and customer satisfaction. Demonstrated adaptability in a fast-paced environment, consistently achieving results-oriented goals.
Overview
16
16
years of professional experience
Work History
Account Expert
T-Mobile USA
Rochester, USA
03.2024 - Current
- Handle high-volume customer inquiries while promoting T-Mobile products and services
- Upsell products, accessories, and service upgrades to drive account value
- Leverage internal systems and product knowledge to exceed performance targets
- Resolve a wide range of customer concerns efficiently and accurately, maintaining a high level of satisfaction while building rapport with the customer.
- Demonstrate deep understanding of company values and culture, constantly promotions T-Mobile un-carrier experience
Quality Analyst
Sutherland Global Services
Rochester, USA
01.2022 - 02.2023
- Monitored and evaluated agent calls to ensure adherence to service standards
- Delivered coaching and insights to improve performance and customer satisfaction
- Partnered with leadership to strengthen loyalty and reduce churn
Consumer Service Specialist
Maximus
Rochester, USA
11.2019 - 06.2021
- Provided phone-based application and enrollment assistance for health coverage
- Interpreted eligibility decisions and guided customers through next steps
- Maintained high QA scores and compliance in a metrics-driven environment
Retail Assistant Store Manager
Goodwill Southern California
Van Nuys, USA
12.2014 - 07.2018
- Managed and led store staff to achieve established goals for sales, production, customer service, payroll, safety, and expense control
- Led and encouraged store staff, providing limited supervisory duties in absence of Store Manager
- Managed production of goods from store donation centers including sorting and pricing
- Reconciled receipts/cash and prepared bank deposits
Sales Representative
Nordstrom
Montclair, USA
03.2009 - 09.2014
- Achieved personal sales goals through strong customer relationships and product expertise
- Opened credit accounts and followed up on purchases to encourage loyalty
Education
Associate of Science -
Citrus College
Glendora, CA01.2014
Associate of Arts -
Citrus College
Glendora, CA01.2014
Skills
- Sales & Customer Acquisition
- Solution-Based Selling
- Product Knowledge & Training Adaptability
- Customer Experience Excellence
- Results-Oriented Mindset
Timeline
Account Expert
T-Mobile USA
03.2024 - Current
Quality Analyst
Sutherland Global Services
01.2022 - 02.2023
Consumer Service Specialist
Maximus
11.2019 - 06.2021
Retail Assistant Store Manager
Goodwill Southern California
12.2014 - 07.2018
Sales Representative
Nordstrom
03.2009 - 09.2014
Associate of Science -
Citrus College
Associate of Arts -
Citrus College