Taylar Jackson
Montgomery,AL
Summary
Adept at managing high-stress situations, I've enhanced customer loyalty and satisfaction through empathetic resolution of complaints and efficient problem-solving. Specializing in both customer service and technical support, the skills i acquire in active listening and critical thinking have consistently resolved complex issues, achieving notable service level scores.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Edfinancial Services
09.2023 - 05.2024
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Answered 100+ calls per day with a CSAT of 90%
Technical Support Representative
ASK Telemarketing
08.2020 - 06.2023
- 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.
- Maintained 90% CSAT and FCR of 85%
Customer Service Representative
Sitel
04.2019 - 07.2020
- 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.
- Managed approximately 30+ incoming calls, emails and faxes per day from customer
Education
Bachelor of Science - Health Services Administration
Troy University
Troy, AL05.2023
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
Affiliations
- Member of Alpha Kappa Alpha Sorority Inc.
Timeline
Customer Service Representative
Edfinancial Services
09.2023 - 05.2024
Technical Support Representative
ASK Telemarketing
08.2020 - 06.2023
Customer Service Representative
Sitel
04.2019 - 07.2020
Bachelor of Science - Health Services Administration
Troy University
Similar Profiles
Whitney TannerWhitney Tanner
Loan Servicing Associate at Edfinancial ServicesLoan Servicing Associate at Edfinancial Services
Jasper Django HodgeJasper Django Hodge
Customer Care Representative at Edfinancial ServicesCustomer Care Representative at Edfinancial Services
Joel SantagadoJoel Santagado
IT Support Technician at EdFinancial ServicesIT Support Technician at EdFinancial Services
Jasmine HansberryJasmine Hansberry
Student Loan Specialist at Edfinancial ServicesStudent Loan Specialist at Edfinancial Services
Jasmine ColeJasmine Cole
Restaurant Hostess at BB King'sRestaurant Hostess at BB King's