Taneeka Jackson
Pearland,TX
Summary
Customer-focused Associate Customer Service Representative known for highly productive and efficient task completion. Possess specialized skills in problem-solving, communication, and time management that ensure outstanding service delivery. Excel in empathy, active listening, and adaptability, using these soft skills to meet and exceed customer expectations while fostering positive relationships.
Overview
18
18
years of professional experience
Work History
Associate Customer Service Representative
Humana
The Colony, TX
11.2020 - Current
- Provide exceptional customer service by handling inquiries via phone, email, and chat, resolving issues promptly and ensuring customer satisfaction.
- Collaborate with internal teams to troubleshoot and resolve complex issues, maintaining high-quality service standards.
- Monitor customer feedback and escalate recurring issues to the appropriate department for continuous improvement.
- Maintain accurate records of customer interactions and transactions, ensuring proper documentation for future reference.
- Assist with onboarding and training of new team members, sharing best practices, and fostering a collaborative environment.
Customer Service Representative
Sitel
Little Elm, TX
09.2016 - 10.2020
- Responded to customer inquiries and complaints, delivering fast and efficient solutions to enhance customer experience.
- Managed a high volume of customer requests while ensuring quality standards were met or exceeded.
- Upsold company products and services, contributing to a [X]% increase in sales during my tenure.
- Worked with the team to streamline the customer support process, reducing response times by 50 percent.
- Received the 'Employee of the Month' award for consistently surpassing service targets.
INBOUND CUSTOMER SERVICE AGENT
ONE TIME EXPERTS
Athens, Texas
11.2009 - 04.2012
- Answered support calls to learn about and address customer needs, complaints, or other issues with products or services.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Escalated calls to solve problems and drive customer satisfaction. Upheld high standards of customer service by responding to inquiries, needs, and problems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Documented customer correspondence in CRM to track requests, problems, and solutions. Processed customer account changes with proprietary software.
ENTRY LEVEL CALL CENTER AGENT
North Star Group
Irving, TX
12.2006 - 09.2008
- Managed high volumes of inbound and outbound calls in a fast-paced environment to build, cultivate, and establish lucrative client relationships.
- Forwarded calls to management if outstanding issue required immediate resolution.
- Asked probing questions to determine service needs and accurately inputted information into electronic systems.
- Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues.
- Identified consumer needs, clarified information, and researched issues to provide alternative solutions.
- Maintained accurate records of incoming calls in the internal database.
- Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
- Resolved customer inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks.
Education
High School Diploma -
Longview High School
Longview, TX06-2005
Skills
- Strong verbal and written communication
- Conflict resolution and problem-solving
- Time management and multitasking
- Proficient in CRM software (eg, Salesforce, Zendesk)
- Ability to work in fast-paced environments
- Empathy and customer-oriented
References
References available upon request.
Timeline
Associate Customer Service Representative
Humana
11.2020 - Current
Customer Service Representative
Sitel
09.2016 - 10.2020
INBOUND CUSTOMER SERVICE AGENT
ONE TIME EXPERTS
11.2009 - 04.2012
ENTRY LEVEL CALL CENTER AGENT
North Star Group
12.2006 - 09.2008
High School Diploma -
Longview High School