Jalecia Smith
Americus
Summary
Customer Service Representative bringing top-natch skills in oral and written communication, active listening and analytical problem solving skills. Enhances customer experience by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
6
6
years of professional experience
Work History
WORK FROM HOME CUSTOMER SERVICE REPRESENTATIVE
Alorica
09.2021 - 10.2024
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for product, services and company information.
- Provided primary customer support to internal and external customers.
WORK FROM HOME CUSTOMER SERVICE REPRESENTATIVE
Concentrix
11.2019 - 09.2021
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Addressed customer account discrepancies and concerns.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
CUSTOMER SERVICE REPRESENTATIVE
Afni
07.2018 - 11.2019
- Collected customer feedback and made process changes tp exceed customer satisfaction goals.
- Handled inbound customer chat conversations from various websites.
- Asked open-ended questions to determine which product or services would be best fit for customer's needs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer inquiries and provided accurate information about products and service via live chat.
Education
Certificate -
South Georgia Technical College
Americus, GA01-2014
Skills
- Active Listening
- Microsoft Office
- Customer Support
- Customer Relations
- Computer Proficiency
- Data Entry
- Customer Service and Assistance
- Navigational Skills
- Troubleshooting
- Technical Skills
- Written and Oral Communications
- Training and Development
Timeline
WORK FROM HOME CUSTOMER SERVICE REPRESENTATIVE
Alorica
09.2021 - 10.2024
WORK FROM HOME CUSTOMER SERVICE REPRESENTATIVE
Concentrix
11.2019 - 09.2021
CUSTOMER SERVICE REPRESENTATIVE
Afni
07.2018 - 11.2019
Certificate -
South Georgia Technical College
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