JOVANCIA JACKSON
Rome
Summary
Dynamic customer service coordinator with over 5 years of experience dedicated to enhancing client satisfaction and operational efficiency through innovative, data-driven strategies. Proven expertise in problem-solving, data analysis, and process improvement consistently leads to reduced response times and elevated service quality. Committed to leveraging skills in customer engagement and team leadership to foster exceptional service outcomes and drive organizational success. Passionate about creating positive customer experiences that contribute to long-term loyalty and business growth.
Overview
5
5
years of professional experience
Work History
Customer Service Advisor
Guild Mortgage Company
03.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Streamlined processes for handling loan applications, enhancing overall customer satisfaction.
- Collaborated with team members to develop training materials for new advisors.
- Maintained accurate records of customer interactions using CRM software.
- Remote
Customer Service Coordinator
E Health Insurance
10.2024 - 12.2024
- Coordinated customer service operations, resolving complex inquiries and enhancing client satisfaction.
- Streamlined processes, resulting in reduced response times and improved efficiency.
- Analyzed customer interaction data to identify trends and areas for improvement. Implemented data-driven strategies that enhanced overall service quality and operational efficiency.
- Led customer service initiatives, enhancing client satisfaction and operational efficiency. Implemented data-driven strategies for improved service quality and reduced response times.
- Remote - Seasonal
Customer Service Agent
Concentrix
10.2023 - 10.2024
- Resolved over 100 customer queries per day, reducing wait times significantly.
- Handled high-volume calls efficiently, maintaining a 5-second response time.
- Conducted thorough research to resolve system and hardware issues promptly.
- Improved customer satisfaction by addressing concerns with detailed product knowledge.
- Remote
Customer Service Advisor
Progressive
10.2022 - 10.2023
- Resolved customer issues, fostering ongoing cooperation and satisfaction.
- Entered data accurately from customers and other sources.
- Handled over 70 calls daily, addressing inquiries on products and company updates.
- Responded to customer service queries via phone, email, and chat to meet needs effectively.
- Remote
Customer Care Specialist
Conduent
08.2020 - 08.2022
- Resolved customer issues swiftly, enhancing satisfaction and loyalty.
- Handled technical support calls, ensuring efficient problem resolution.
- Assessed and repaired tech equipment, maintaining operational efficiency.
- Remote
Education
High School Diploma -
Greenwood Highschool
Greenwood, MSSkills
- Call center experience
- Customer relations
- Call center operations
- KPI monitoring
- Building rapport
- CRM software
- Customer service excellence
- Training and mentoring
Timeline
Customer Service Advisor
Guild Mortgage Company
03.2025 - Current
Customer Service Coordinator
E Health Insurance
10.2024 - 12.2024
Customer Service Agent
Concentrix
10.2023 - 10.2024
Customer Service Advisor
Progressive
10.2022 - 10.2023
Customer Care Specialist
Conduent
08.2020 - 08.2022
High School Diploma -
Greenwood Highschool