Summary
Work History
Overview
Education
Skills
Accomplishments
Timeline
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Traci Jenkins

Ellenwood,GA

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Work History

Customer Service Agent

Allstate Corp
Northbrook, IL
07.2021 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction while maintaining above average call percentage.
  • Resolved any issues with escalated customers.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Educated clients on their life insurance policy and resolved client inquiries regarding statement information and account balances.

Dispatcher

A Tow
Atlanta, GA
07.2019 - 06.2021
  • Directed dispatching, routing and tracking of 24 fleet vehicles.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Closely monitored dispatch board to triage and prioritize over 50 daily calls.
  • Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Processed information from insurance companies for damage claims.
  • Resolved any issues with customer complaints.

Dispatcher

A Reliable Road Service
Forest Park, GA
10.2010 - 04.2019
  • Trained new hires by teaching new skills and knowledge for dispatch.
  • Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
  • Completed performance reviews on new hires.
  • Directed dispatching, routing and tracking of 30 fleet vehicles.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Closely monitored dispatch board to triage and prioritize over 80 daily calls.
  • Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.

Overview

12
12
years of professional experience

Education

Certificate - Small Business Administration And Management

Atlanta Technical College
Atlanta, GA
05.2010

Skills

  • Responding to Difficult Customers
  • Calm and Professional Under Pressure
  • Excellent Attention to Detail
  • Understanding Customer Needs
  • Good Listening Skills
  • Efficient and Detail-Oriented
  • Issue and Complaint Resolution
  • High-Volume Environments

Accomplishments

  • Achieved the Standing Ovation Award for having a positive attitude, top tier metrics, team participation, and commitment to servicing Allstate's customers.

Timeline

Customer Service Agent

Allstate Corp
07.2021 - Current

Dispatcher

A Tow
07.2019 - 06.2021

Dispatcher

A Reliable Road Service
10.2010 - 04.2019

Certificate - Small Business Administration And Management

Atlanta Technical College

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Traci Jenkins