Jakyah Pipkin
Columbus
Summary
Dedicated Customer Service Relation skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
8
8
years of professional experience
Work History
Group Home Direct Support Staff
Family 4 You
07.2023 - 11.2024
- Help residents with daily tasks, like bathing and dressing, and provide basic health care.
- Teach life skills, set up appointments, and do light housekeeping.
- Assist with the clinical treatment programming.
- Ensure the safety, supervision and security of youth.
- Establish, maintain and ensure compliance of the youth daily activities and clinical treatment.
- Distributed patient mail on a daily basis.
- Performed facility cleaning and maintenance tasks on a daily basis.
Customer Service Representative
Asurion
09.2021 - 06.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Identified consumer needs, clarified information and researched issues to provide alternative solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
- Forwarded calls to management if outstanding issue required immediate resolution.
- Monitored queues and email inboxes to respond to consumers via multiple media formats.
- Completed paperwork within established guidelines to document consumer requests.
Technical Support Advisor /Mobile Expert
T-ROC
06.2020 - 03.2022
- Welcomed guests and asked open-ended questions to best determine which products would meet needs.
- Explained latest promotions, sales incentives and offerings to promote savings and drive sales.
- Encouraged customers to consider purchasing accessories and warranties, resulting in successful upselling and cross-selling.
- Answered guest questions and walked through features of wireless devices to resolve confusion about device features.
- Demonstrated and sold mobile devices to guests, showcasing latest product features and capabilities.
- Developed long-term relationships with repeat customers through building credibility in product expertise and personal integrity in salesmanship.
- Detailed product features for customers to provide information for best decisions based on personal needs.
- Supported customers with online billing, access and account issues.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Managed customer system updates, informing clients of installation progress stages.
- Utilized automated systems to manage and track customer inquiries through to completion.
- Input customer service orders and tracked orders through to completion.
Customer Service Representative
Afni
09.2018 - 06.2020
- Online web chat associate.
- Attracted potential customers by answering product and service questions; suggesting information about other products and service.
- Opened customer accounts by recording account information.
- Maintained customer records by updating account information.
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintained financial accounts by processing customer adjustments.
- Recommended potential products or services to management by collecting customer information and analyzing customer needs.
- Prepared product or service reports by collecting and analyzing customer information.
- Contributed to team effort by accomplishing related results as needed.
Customer Relations Representative
Verizon Wireless
08.2016 - 12.2018
- Greeted customers upon arrival and provided them with product information.
- Assisted customers in selecting the most suitable products to meet their needs.
- Resolved customer complaints through attentive listening and creative problem-solving techniques.
- Processed payments from customers using various payment methods including cash, credit cards, checks.
- Participated in team meetings and brainstorming sessions to improve customer service processes.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Education
High School Diploma -
Spencer High School
Columbus, GA05.2016
Skills
- Customer Data Confidentiality
- Customer Retention Strategies
- Report Generation
- Credit Card Payment Processing
- Data Entry and Maintenance
- Calm and Professional Under Pressure
- Call Documentation
- Issue and Complaint Resolution
- Data Entry
- Project Management Abilities
- Call Center Operations
- Microsoft Office Expertise
- Inbound and Outbound Calling
- Business Development Understanding
- Quality Assurance Controls
- Office Equipment Proficiency
- System Performance Assessment
- Analytical and Methodical
- Hardware and Software Repair
- Error Detection
- System Performance Assessments
Timeline
Group Home Direct Support Staff
Family 4 You
07.2023 - 11.2024
Customer Service Representative
Asurion
09.2021 - 06.2023
Technical Support Advisor /Mobile Expert
T-ROC
06.2020 - 03.2022
Customer Service Representative
Afni
09.2018 - 06.2020
Customer Relations Representative
Verizon Wireless
08.2016 - 12.2018
High School Diploma -
Spencer High School
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