Customer Experience Specialist

Jamila Ball

Buffalo, NY ***** +1-716-***-**** ***********@*****.***

Recent Suny Buffalo Masters’ graduate with a Public Administration degree and Bachelor of Science degree with 5 years of technical experience and more than 10 years of working experience in a professional setting. Seeking lead office position or administrative role to develop and grow professionally. Loyal and driven professional bringing my current expertise to the field, along with complex problem-solving skills. Current/former roles include Customer Experience Specialist (2 years), Tutoring youth (5 years), Activity Monitor (1 year), Teachers Assistant (3 years), and retail jobs (6 years) during high school and college.

MASTER’S IN PUBLIC ADMINISTRATION 05/2022 SUNY BUFFALO

•Major: PUBLIC ADMINISTRATION

BACHELOR OF SCIENCE: MATHEMATICS 05/2018 BUFFALO STATE UNIVERSITY

•Major: MATHEMATICS

ASSOCIATES DEGREE IN EARLY CHILDHOOD EDUCATION 06/2008 ERIE COMMUNITY COLLEGE

•Major: EARLY CHILDHOOD DEVELOPMENT

CUSTOMER EXPERIENCE SPECIALIST LOANCARE 08/2021-PRESENT

•Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers

•Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the LoanCare brand experience expectations

•Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues

•Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently

•Accurately track and document all communications with customers to provide a detailed history of contact

•Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner

•Achieve monthly individual and team based targeted performance goals

•Follow escalation procedures to address customer concerns requiring additional research or resources to resolve

•Direct requests and unresolved issues to the designated resource

•All other duties as assigned

TUTOR 716TUTOR 08/2017-PRESENT

•Reviewing classroom or curricula topics and assignments

•Assisting students with homework, projects, test preparation, papers, research, and other academic tasks

•Working with students to help them understand key concepts, especially those learned in the classroom

•Teaching skills to improve academic performance, including study strategies, note-taking skills, and approaches to answering test questions

•Demonstrating academic best practices for specific subjects and assignments, including research, and writing tactics

•Developing and distributing teaching materials to supplement classroom lessons, including study guides

•Conducting practice tests to track progress, identify areas of improvement and help set goals for exam preparation

•Providing students positive and constructive feedback

•Offering feedback on progress to students’ parents and teachers where appropriate

•Building meaningful connections with students from diverse backgrounds

•Instructing students both in person and over video chat

•Diagnosing student needs through active listening techniques and questioning strategies

•Recognizing different learning styles and student preferences

•Designing differentiated learning goals

•Staying up to date with the school curriculum

BETHEL HEAD START (2008-2011)

•Classroom techer assistant

•Provided daily notes of observations in growth and devlopement

•Devloped lesson plans that were age appropriate

•Cleaned and sanitized classroom objects

•Monitered students during naptime, eating time, and play time

ACTIVITY MONITOR COMMUNITY ACTION ORGANIZATION 09/2012-09/2013

•Coordinated gym programs

•Supervised participants during weight training as well as other center activities and programs.

•Performed security check and walk through of Center daily prior to closing.

•Reported any serious issues, incidents or needs to supervisor.

•Wrote daily reports /correspondence to Site Manager and contacted the Director of Center Services in case of emergencies or serious incidents.

TEACHERS AID ASPIRE CENTER FOR LEARNING 06/2011-09/2011

•Identifying students who are struggling in class.

•Patrolling the playground between classes.

•Setting up the computer lab before class.

•Maintaining discipline in the classroom.

•Grading papers.

I worked in many 711 convienant stores and multiple grocery stores in my younger years, I have advanced knowledge in cashiering and lottery operations.

Skills

•Bi-lingual: English and Arabic speaker

•Lesson planning.

•Leadership.

•Child behavioral management.

•De-escalation.

•Understanding of special needs.

•Creativity.

•Communication.

•Interpersonal skills.

•Stamina.

•Timekeeping.

•Organization.

•Multi-tasking

•Office Suite applications including Microsoft Office, PowerPoint, Excel, and others

•Excellent organizational skills and attention to detail.

•Strong analytical and problem-solving skills.

•Strong supervisory and leadership skills.

•Proficient with payroll software, ADP.

•Support ongoing learning and development of team members.

•Helps create and foster a respectful and inclusive team environment.

Contact this candidate