Jermaine Carson
Acworth
Summary
Experienced in delivering customer support by efficiently resolving inquiries, which enhanced customer satisfaction and loyalty. Demonstrated ability to train and mentor new team members, fostering a collaborative environment that improved service delivery. Proficient in utilizing CRM software to track customer interactions, ensuring streamlined communication and consistent follow-up. Managed escalated customer issues with professionalism, resulting in effective conflict resolution and retention of clients.
Overview
22
22
years of professional experience
1997
1997
years of post-secondary education
Work History
Customer Service Representative
AT&T Mobility
Atlanta
08.2008 - Current
- Delivered exceptional customer support by resolving inquiries efficiently, enhancing overall customer satisfaction and loyalty.
- Trained and mentored new team members, fostering a collaborative environment that improved service delivery.
- Utilized CRM software to track customer interactions, streamlining communication and ensuring consistent follow-up.
- Managed escalated customer issues with empathy and professionalism, resulting in successful conflict resolution and retention.
Digital Installation Technician
Cox Communications
Baton Rouge
02.2004 - 08.2009
- Installed and configured advanced digital communication systems, enhancing service quality and customer satisfaction.
- Conducted thorough troubleshooting of equipment, resulting in significant reductions in service disruption and increased efficiency.
- Collaborated with cross-functional teams to streamline installation processes, improving overall workflow and response times.
- Managed customer interactions during installations, effectively addressing concerns and enhancing the overall service experience.
Technical Support Representative
AT&T
Baton Rouge
08.2005 - 08.2008
- Provided comprehensive technical support to customers, resolving issues efficiently and enhancing user satisfaction through effective troubleshooting.
- Utilized advanced diagnostic tools to identify and address service disruptions, ensuring timely restoration of connectivity for clients.
- Collaborated with cross-functional teams to streamline support processes, contributing to improved response times and customer experience.
- Educated customers on system functionalities and best practices, empowering them to utilize services effectively and independently.
Education
CompTIA - Computer And Information Sciences
AT&T University
Atlanta , GA 02.2017 - 02.2017
Bachelor of Science - Computer And Information Sciences
USL
Lafayette, LA 08.1992 - 08.1996
Franklin High School
Franklin , LaSkills
- Customer support
- Conflict resolution
- Team leadership
- CRM software
- Escalation management
- Training and mentoring
- Technical troubleshooting
Accomplishments
Summitt WINNER 2022
Exceeds sales goals and metrix monthly
Timeline
CompTIA - Computer And Information Sciences
AT&T University
02.2017 - 02.2017
Customer Service Representative
AT&T Mobility
08.2008 - Current
Technical Support Representative
AT&T
08.2005 - 08.2008
Digital Installation Technician
Cox Communications
02.2004 - 08.2009
Bachelor of Science - Computer And Information Sciences
USL
08.1992 - 08.1996
Franklin High School