Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Vershad Jackson

Dallas

Summary

Resourceful call center representative who consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Overview

8
8
years of professional experience

Work History

Senior Call Center Representative

Liveops
10.2022 - 11.2024
  • Address customer service inquiries in a timely and accurate fashion.
  • Give accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
  • Cross-trained over 150 staff members in three years.
  • Achieve a customer satisfaction rating of 95% within six months, exceeding the corporate target.
  • Maintain accurate and current customer account data with manual forms processing and digital information updates.

Call Center Representative

Avian Computer Experts
12.2018 - 10.2022
  • Properly directed 100 inbound calls daily in phone queues to improve call flow.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Developed effective relationships with all call center departments through communication.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Provided input to assist in the selection and implementation of a new phone system.

Call Center Associate

Legacy Restoration And Construction
06.2016 - 08.2018
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Demonstrated mastery of customer service call script within specified timeframes.
  • Maintained over 300 records up to date at all times.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.

Education

Bachelor Of Integrated Studies - Business Administration

University of North Texas
Denton, TX
06.2018

Skills

  • Troubleshooting
  • Service and support
  • Documentation and reporting
  • Computer software savvy
  • Zendesk and Live Agent proficiency
  • Customer service
  • Conflict resolution
  • Critical thinker

Accomplishments

NFL 2018

Timeline

Senior Call Center Representative

Liveops
10.2022 - 11.2024

Call Center Representative

Avian Computer Experts
12.2018 - 10.2022

Call Center Associate

Legacy Restoration And Construction
06.2016 - 08.2018

Bachelor Of Integrated Studies - Business Administration

University of North Texas

Similar Profiles

CREATE PROFILE
Vershad Jackson