Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jocelyn Carter

Conyers

Summary

Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.

Overview

15
15
years of professional experience

Work History

Customer Support Specialist

Assurant
06.2023 - Current
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Effective liaison between customers and internal departments.
  • Investigated and resolved accounting, service and delivery concerns.

Customer Care Advocate

Humana
02.2016 - 06.2023
  • 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
  • Answered constant flow of customer calls with minimal wait times
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Customer Service Team Lead

AT&T
12.2010 - 01.2016
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
  • Managed high-performing customer service team, consistently exceeding company performance benchmarks.
  • Improved customer satisfaction by addressing and resolving complex issues in a timely manner.

Education

Associate of Arts - Business Administration And Management

Georgia Piedmont Technical College
Clarkston, GA
06-2008

Skills

  • Problem-solving
  • Customer relationship management (CRM)
  • Call center experience
  • Conflict resolution
  • Quality assurance
  • Active listening
  • Multitasking and organization
  • Empathy and patience

Timeline

Customer Support Specialist

Assurant
06.2023 - Current

Customer Care Advocate

Humana
02.2016 - 06.2023

Customer Service Team Lead

AT&T
12.2010 - 01.2016

Associate of Arts - Business Administration And Management

Georgia Piedmont Technical College

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Jocelyn Carter