Zakiya Jackson
Cu
Thonotosassa,FL
Summary
Proficient Customer Service with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Personable Member Service Representative offering 5 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
8
8
years of professional experience
Work History
Customer Service Agent
HSN, Home Shopping Network Alorica
Mulberry, FL
03.2021 - Current
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Answered live online chats to give quick answers and solve problems faster.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
- Assisted clients with product questions to facilitate online ordering process.
- Investigated and resolved accounting, service and delivery concerns.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Customer Service Agent
Alorica
Mulberry, FL
06.2018 - 10.2020
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Resolved over [Number] customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Answered live online chats to give quick answers and solve problems faster.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
Sales Associate
Kohls Department Store
Lakeland, FL
08.2017 - 05.2019
- Engaged with customers to effectively build rapport and lasting relationships.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Processed product returns and assisted customers with other selections.
- Solved customer challenges by offering relevant products and services.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Helped customers complete purchases, locate items and join reward programs.
- Informed customers of current store promotions to encourage additional sales purchases.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Education
High School Diploma -
Mulberry Senior High School
Mulberry, FL05.2003
Associate of Arts - Liberal Arts And General Studies
Polk State College
Winter Haven, FLSkills
- Documentation and reporting
- International sales support
- Report preparation
- Complaint resolution
- Conflict Resolution
- Empathetic and genuine
- Service-oriented self-starter
- Good listening skills
- Recordkeeping strengths
- Shipping procedures understanding
- Creative problem solving
Timeline
Customer Service Agent
HSN, Home Shopping Network Alorica
03.2021 - Current
Customer Service Agent
Alorica
06.2018 - 10.2020
Sales Associate
Kohls Department Store
08.2017 - 05.2019
High School Diploma -
Mulberry Senior High School
Associate of Arts - Liberal Arts And General Studies
Polk State College