Jawharah Muhammad
Peachtree Corners
Summary
Customer-focused Call Center Specialist highly productive in managing inbound and outbound calls with efficiency. Possess specialized skills in customer relationship management, problem-solving, and conflict resolution. Excel in communication, empathy, and patience to ensure positive customer experiences while maintaining productivity and meeting call center objectives.
Overview
4
4
years of post-secondary education
10
10
years of professional experience
Work History
Call Center Specialist
Heartstrings Pet Hospice
Fairburn
08.2024 - 06.2026
- Guided clients through emotional decisions regarding pet end-of-life care, ensuring compassionate support.
- Provided compassionate support to grieving pet owners during phone consultations.
- Managed incoming calls and inquiries regarding pet hospice services.
- Surpassed established service goals by applying customer service and sales best practices.
- Informed customers about service improvements, potential upgrades, new services, and account changes.
Customer Service Manager
My Music Brain
Decatur
07.2020 - 07.2024
- Managed customer service team to enhance the overall customer experience.
- Developed training programs for staff on service standards and product knowledge.
- Implemented feedback systems to gather customer input and improve services.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Customer Service Representative
Capo Bella Inc
Atlanta
12.2016 - 07.2020
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Managed customer complaints to ensure satisfaction and retention.
- Assisted customers with inquiries regarding products and services.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Processed orders and returns efficiently using internal systems.
Education
Bachelor of Arts - Communications
Howard University
Washington, DC 08.2011 - 05.2015
Carver High School
Atlanta, GASkills
- Customer service strategies
- Customer relationship management
- Service upgrade communication
- Telephone etiquette
Timeline
Call Center Specialist
Heartstrings Pet Hospice
08.2024 - 06.2026
Customer Service Manager
My Music Brain
07.2020 - 07.2024
Customer Service Representative
Capo Bella Inc
12.2016 - 07.2020
Bachelor of Arts - Communications
Howard University
08.2011 - 05.2015
Carver High School