JEREL ANTOINE JACKSON

804-***-**** ad1x95@r.postjobfree.com Richmond, VA 23224

SUMMARY

Helpful Customer Experience Agent passionate about delivering exceptional customer service to promote loyal business. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems.

SKILLS

Customer relations

Technologically savvy

Microsoft Office expertise

High-energy attitude

Conflict mediation

Inbound and Outbound Calling

Credit card payment processing

Office equipment proficiency

EXPERIENCE

Customer Experience Specialist, T-Mobile, October 2019-January 2023

Richmond, VA

Assisted customers with making payments or completing orders in system.

Communicated with customers via phone, email and online chats.

Built sustainable relationships and trust with customer accounts through open interactive communication.

Guided customers through troubleshooting, navigating company site and using services.

Collected customer feedback and recorded into system, sharing key details with appropriate departments and team members.

Improved product knowledge skills to understand customer needs and provide real, effective solutions.

Reflected team performance in areas such as safety, efficiency, work order completion, customer satisfaction, and issue resolution.

Handled customer complaints courteously using appropriate techniques, problem-solving skills and follow-up logs.

Customer Service Associate, Lincare Company, July 2018-January 2020

Chesterfield, VA

Handling patients, referral sources, and administrative department inquires

Communicating with insurance companies and/or prior authorization requests

Entering patient information into a customer information system

Ensuring customer satisfaction and assisting them with issues/concerns related to their health

Serving as a backup when other employees are out due to illness, vacation, etc

Making decisions as needed off-hours or without supervision to ensure an uninterrupted supply of product to customers

Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty

Becoming educated in qualifications of multiple insurances to ensure clean order intake

Customer Service Specialist, The Results Companies, June 2018-March 2019

Richmond, VA

Provide excellent customer service

Communicate with customers over the phone, via email, and/or online chat

Navigate a computer with multiple windows and screens

Resolve any customer issues while providing an exceptional customer experience

Documented customer correspondence in CRM to track requests, problems and solutions.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Call Center Representative, Conduent, January 2018-May 2018

Richmond, VA

Executes routine inbound and outbound call center activities concerning the business products/services, using a standard script and established guidelines and under supervision, in order to meet SLAs

Ascertains nature of the transaction/call and assesses whether it can be handled in place, needs to be transferred, or further follow-up is required, in order to provide client with appropriate resolution

Provides customer with appropriate standard information requested

Derives all necessary information from customer to update database.

Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Inbound Sales Representative, First Street, June 2017-December 2017

Colonial Heights, VA

Receive and answer inbound calls from senior citizens regarding products to help them remain independent while in their own homes

Provide frontline customer service and upsell necessities to senior citizens regarding hearing loss issues and other illnesses

EDUCATION AND TRAINING

AAS

Accounting, John Tyler Community College, Jeff Davis, Chester VA May 2005

June 2000

Advanced Studies Diploma

Petersburg High School, Petersburg VA January 2000

GPA: 3.35

REFERENCES

References Available upon request

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