Jerulsha Jolly
Atlanta
Summary
Detail-oriented Customer Service Representative with over 10 years of experience providing dedicated professional experience. Offering strong skills in case management, reports, scheduling and assistance with operational proceedings. Organized to handle a high-intensity workload.
Overview
19
19
years of professional experience
Work History
Court Specialist
Department of Community Supervision
10.2022 - Current
- Responds in person or by telephone to public defenders and/or private counsel, defendants, and other governmental agencies to answer questions or address concerns regarding matters in the court
- Interacts with defense attorneys, City Prosecutors, City Magistrates, and coworkers to establish and maintain effective working relationships
- Ability to be very customer service oriented and successfully interact with all levels in the organization
- Attends court actions and makes recommendations for probation violations
- Accomplished multiple tasks within established timeframes while maintaining a professional manner in accordance with company standards
- Cross-trained existing employees to maximize team agility and performance.
- Implements and tracks compliance with court-ordered services, terms and programs
- Developed and maintained relationships with customers and suppliers through account development.
Economic Support Specialist 2
Department of Children and Family Services
11.2020 - 09.2022
- Determined eligibility for Food Stamps and Family Medicaid by accepting applications and determining initial eligibility for various classes of Family Medicaid and Food Stamp assistance
- Ensured a high level of customer satisfaction and performed a variety of tasks such as resolved customer issues and complaints and conducted interviews
- Calculated budgets manually while using appropriate devices
- Input a high volume of data using standard office hardware and software while maintaining confidential records
- Accomplished multiple tasks within established timeframes.
Economic Support Specialist 1
Department of Children and Family Services
08.2017 - 11.2020
- Determined eligibility for Food Stamps.
- Processes applications and/or reviews using appropriate criteria and policies consistently and according to established guidelines
- Records and evaluate personal and financial data obtained from individuals
- Handled day to day customer contact via phones, faxes, and emails
- Keyed in a high volume of data using standard office hardware and software while maintaining confidential records
Business Operations Specialist/ Mailroom Associate
MAXIMUS, Inc./Georgia Childcare and Parent Services
10.2016 - 03.2017
- Utilized computer systems to record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken.
- Responded to provider inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on program services
- Received, sorted, and prepared incoming and outgoing mail, including documents for scanning
- Operated scanning equipment, mailing machines, copiers, fax machines, and postage meters
Customer Service Representative
Dekalb County Sanitation Division
06.2013 - 08.2016
- Researched, gathered and entered all pertinent facts pertaining to issues and complaints into a database that related to city services
- Tactfully reconciled written and verbal customer grievances according to city policy using excellent interpersonal skills
- Referred complex or difficult issues to more senior representative or supervisor
- Received and properly managed incoming and outgoing telephones communications
Data Entry Clerk
Bako Pathology
08.2010 - 04.2013
Front Desk
Fulton Co Library
05.2006 - 06.2010
Education
High School Diploma -
Frederick Douglass High School
Atlanta, GA05-2007
No Degree - Criminal Justice
Clark Atlanta University
Atlanta, GASkills
- Exceptional Customer Service & Negotiation Skills
- Customer Relationship Management (CRM)
- Proficient in Microsoft Office Suite
- Outstanding Communication & Organizational Skills
Timeline
Court Specialist
Department of Community Supervision
10.2022 - Current
Economic Support Specialist 2
Department of Children and Family Services
11.2020 - 09.2022
Economic Support Specialist 1
Department of Children and Family Services
08.2017 - 11.2020
Business Operations Specialist/ Mailroom Associate
MAXIMUS, Inc./Georgia Childcare and Parent Services
10.2016 - 03.2017
Customer Service Representative
Dekalb County Sanitation Division
06.2013 - 08.2016
Data Entry Clerk
Bako Pathology
08.2010 - 04.2013
Front Desk
Fulton Co Library
05.2006 - 06.2010
High School Diploma -
Frederick Douglass High School
No Degree - Criminal Justice
Clark Atlanta University