Customer Service Human Resources
Resume:
Sha-Retha D. Jackson
**** ********* *******, ** *****
*********@*****.***
P R O F I L E S U M M A R Y
Highly resourceful and hardworking professional, offering 15+ years of experience in customer service. Demonstrated ability to provide excellent customer service, together with exceptional problem solving skills. Adept at determining customer needs, building long term relationship with customers, resolving issues, multitasking, and handling complaints. Armed with strong interpersonal skills, powerful communication skills, with exceptional leadership ability. Possess experience in supervision of customer service, answering customer enquiries, maintaining confidentiality and responding to customers inquires. Work well with team, and extremely efficient in a fast paced environment, while ensuring utmost customer satisfaction and professional development.
C O R E C O M P E T E N C I E S
• Customer Service
• Problem Solving
• Troubleshooting
• Human Relations Management
• Communication Skills
• Team Building
• Staff Supervision
• Public Relations
• Leadership Skills
W ORK E X P E R I E N C E
TTEC Tier III
Customer Service Supervisor/Representative Remote 2016 -2023
• Answer customer’s telephone calls, regarding existing accounts.
• Make requested policy changes, and account changes.
• Respond to questions, and concerns about services, and escalated calls appropriately.
• Consult with customers to evaluate needs, and determine best the options.
• Counsel customers on options for service.
• Improve customer satisfaction through expert resolution of conflicts, issues, and concerns.
• Responded to general inquiries from members, staff, and clients via telephone, chat and email.
• Resolved service issues, and shared benefits of additional services. CVS
Pharmacy Technician 2013 - 2016
• Managed pharmacy operations, in the absence of pharmacist in charge.
• Maintained strong relationships with patients and nurses of long term care facilities.
• Assisted customers by answering simple questions, and referring them to the pharmacist for medication information.
• Maintained files and computer records for the pharmacy.
• Greeted customers, gathered clinical information and addressed non-medical questions.
• Assisted Pharmacist in managing drug, and medical supplies. Human Resources/Customer Service Associate 2011 - 2012
• Handled incoming calls from clients, answered their questions and sort out their issues.
• Navigated through a series of databases to access the appropriate information to service the customer.
• Provided customer service over the phone to employees as well as prospective employees.
• Maintained manager and employee confidence by keeping human resources information confidential
• Assisted customers with their orders and communicate positively in a friendly manner.
• Helped customers, and communicate positively in a friendly manner. Harris Tree Service 2008 - 2010
Supervisor
• Supervised a staff of 28 members, within the customer service department.
• Handled all public relations issues, and had account retention of 98%.
• Assisted with contract for the city, and individuals.
• Advertised for business, and assisted with administrative duties to keep employee up to date with policies.
Convergys 2005 - 2008
Customer Service
• Interfaced with customers via inbound or outbound calls, and the internet for the purpose of resolving problems, with products and services.
• Offered solutions to issues that are nonstandard, and no routine but required extensive clarification.
• Maintained a broad and in-depth knowledge of the client's products and services.
• Ensured products were readily available for customers.
• Performed general maintenance on facility.
Verizon Wireless 1999 - 2004
Customer Service
• Provided world-class customer service at Verizon.
• Managed hosting and application management clients, to ensure customer retention, renewal and upgrades.
• Entered and tracked customer issues in action, and ticketing system.
• Provided accurate and detailed information to clients, about the status of their service requests.
• Resolved 90% of issues on 1st contact.
• Maintained professional, responsive, and empathetic relationship with customers. E D U C A T I O N A N D C E R T I F I C A T I O N S Pre-Med Biology
Customer service
Associates Degree in Theology
Psychology, Medical Terminology certificate, Notary, Technical Support Fundamentals, Foundations of Project Management, System Administration and IT Infrastructure Services, and Introduction to Cybersecurity Tools & Cyber Attacks
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