Customer Service Representative

Camisha L. Jackson

**** ***** ****** *******, ******* 32805 *************@*****.*** 407-***-****

Qualifications Summary

Very personable Customer Service Professional with over fifteen years of experience in call-center operations within different entertainment industries. I have a talent for identifying customer needs and presenting company product and service offerings. I demonstrate the ability to gain customer trust and provide exceptional follow up, which leads to increased repeat and referral business. I have the expertise to resolve escalated customer service issues. I also have the ability to train, motivate, and supervise customer service employees.

Professional Experience

Fanueil

11/2015 - 08/2016

Customer Care Specialist

Updated customer accounts and method of payments. De-escalated calls where I alleviated delicate situations with professionalism and sensitivity. Achieved high scores on phone monitors throughout tenure.

SNI Companies

09/2015 - 10/2015

Customer Service Representative

Performed Basic Customer Service Representative duties.

Jefferson Cleaners 2009 - 2014

Data Entry Clerk/ Cleaner

Performed numeric and alphanumeric data entry functions from multiple document sources. Operated a data entry terminal with speed and accuracy for a variety of data processing applications.. Maintained filing systems and records. Performed other general clerical functions as required. Cleaned apartment and home move outs, office cleaning, and building upkeep.

Tourico Holidays 2007 – 2008

Client Support Manager

Served as Client Support Manager for a wholesale travel provider wherein I managed a team of 3 supervisors and 24 employees in daily call center operations. Collaborated with the Director of FIT to create strategic plans to enhance customer satisfaction. Provided employees with tools to maintain and increase service levels to both internal and external customers. Worked closely with other departments to promote sales, clarify information, and distribute reports. Gathered, analyzed, and reported daily/weekly/monthly statistics.

Connextions, Inc. 2005 - 2007

Supervisor

Served as Customer Service Representative and then promoted to Supervisor of 15 staff members for an outsourcing company for member acquisition, retention, and services – ranging from marketing strategy, to customer experience management, to brand loyalty. Created strategic plans to enhance customer satisfaction. Trained, supervised and evaluated staff and coached improvement management skills. Maintained quality control and satisfaction records, constantly seeking new ways to improve customer service. Prepared operating reports, time and attendance records, and statistical reports relating to performance data. Received positive comments and feedback from senior management on employee reviews

Education and Training

Associate of Arts in Business Management Valencia Community College – Orlando

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