Customer Service Representative

JAYNELLE HENDRICKSON

**** ******** ** ** *******, GA 30012 Phone: 340-***-****

*****************@*****.***

EXECUTIVE PROFILE

Motivated and dependable professional with years of experience in fast-paced environments utilizing excellent operations management and client relations. Proficient in job execution and proven track record of success in compliance and leadership.

STRATEGIC AND CREATIVE THINKER with solid background in delivering decisive, action-driven leadership. Demonstrates expert insight and proficiency in teaching, coordinating, monitoring, evaluating and communicating clients.

RESULTS-ORIENTED PROFESSIONAL with proven capacity to manage and coordinate operations and administrative support, self-motivated, resourceful and good judgement.

PERFORMANCE-DRIVEN TEAM PLAYER with excellent interpersonal skills and attention to detail, optimally utilizing all channels of communication to assist operations.

CORE COMPETENCIES

Microsoft Office

Leadership/Management

Office Administration

Inventory Control & Management

Budget Management

Workload Planning & Delegation

Staff Training & Development

Customer Focused

Communications Skills

Time Management

Attention to Detail

Critical Thinking

Sales Support

Reports/Documentation

Interpersonal Skills

Result Execution

Problem Solving

Team Management

Leadership Skills

Quality Control

Quality Assurance

Team Leader

PROFESSIONAL EXPERIENCE

CONVERGENT INC. 12/2017-CURRENT

JOB TITLE: QUALITY ANALYST ATLANTA, GA

Performs daily call monitoring via live or recorded calls for selected staff ensuring both quality customer service and accurate documentation per training and guidelines

Evaluates call monitoring trends, collaborates with training team and leadership to identify root causes of errors and participates in recommendations to improve quality performance

Reads and learns all training updates in Knowledge Central and applies knowledge of new processes in auditing agents’ work

Provides accurate documentation of quality assessments including screen shots and written commentary to support supervisors and managers in coaching agents based on audit feedback

Participates in special audits and user acceptance testing as requested by leadership

Uses quality monitoring data management system to compile and track performance at team and individual level.

CUSTOMER SERVICE TEAM LEAD 02/2017-12/2017

Created a twice daily customer service back log report, which allows for improved prioritization and more even distribution of workload while reducing downtime.

Increased accuracy of complex, larger orders through introducing a proofing process. Instituted mechanisms to monitor errors, providing an increased ability to identify and address error trends

Boosted department morale through recognizing the accomplishments of staff. Launched an annual customer service week celebration. Elevated the visibility of the department throughout the company, gaining increased recognition for the critical role of customer service

Consistently volunteered to assume additional responsibilities, taking on the more challenging accounts, supporting new managers in developing insight into department operations, and leading community service efforts

SENIOR CUSTOMER SERVICE REPRESENTATIVE 01/2015-02/2017

Ensured the department’s productivity standards were exceeded and escalated information to the designed department/person

Filed documents to maintain an organized and efficient office environment

Provided comprehensive administrative support for executive-level staff

Developed and maintained administrative process to achieve organizational objectives as well as to improve accuracy and efficiency

Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service

Understand all programs, systems, and procedures necessary to perform job effectively. Where applicable, communicate with customer to attempt to bring resolution to unpaid accounts

Trained temp and new staff members on standard call center procedures application, tools and resources while speaking with customers

CUSTOMER SERVICE REPRESENTATIVE 06/2013-01/2015

Accustomed to working in fast paced environments with the ability to think quickly, multitask and handle difficult clients

Greeted and acknowledged customers and maintained a solid product knowledge to assist customers with questions

Maintained and record all sales to ensure compliance with company’s standard of excellence, conducted sales, transfer of services, built service packages and scheduled appointments

Focused on improving efficiency of sales and securing loyal, repeat customers, maintained quality control/satisfaction records, constantly seeking new ways to improve

Responsible for researching and analyzing billing issues and concerns from customers

Responded to customers concerns with friendly and knowledgeable service

HELPING OTHERS IN A POSITIVE ENVIRONMENT 02/2011-04/2011

JOB TITLE: INTERIM DIRECTOR OF SERVICES ST. THOMAS, USVI

Assisted department managers with the implementation of performance evaluations for the staff. Assist department managers in the use of departmental policies and procedures. Emphasized the importance of good rapport among department managers so good teamwork can be realized

Routinely inspected the facility to ensure established policies and procedures are implemented and followed

Participated in facility surveys (inspections) made by authorized government agencies

Reviewed and developed a plan of correction for deficiencies noted during survey inspections and provide a written copy to the Home Office and to the government agency as required

Assisted in the recruitment and selection of competent department directors, supervisors, consultants and other auxiliary personnel

Ensured all personnel assigned to care area comply with the written policies and procedures established by this facility

Participated with updating and reviewing care plans that identify goals, problems, approaches, and revisions based on needs

Worked with the Board on financial stability, i.e., budgeting and fiscal forecasting, managing and maintaining financial resources transparently

Developed and nurtured staff, student interns, and student leadership by effectively managing the team and providing growth opportunities

OTHER POSITIONS HELD:

EMERITUS SENIOR LIVING/BUSINESS OFFICE DIRECTOR/STONE MOUNTAIN, GA/10/2007-12/2010

CONTEMPORARY SERVICES COMPANY/STAFF SUPERVISOR/MIRAMAR, FL/05/2006-05/2007

COSTA CRUISE LINES/INVENTORY DISPATCHER/RESERVATIONS AGENT/FOLLYWOOD, FL/10/2005-05/2006

TRANSPORTATIONS SERVICES OF ST. JOHN, INC. /STAFF SUPERVISOR/ST. JOHN USVI/03/1996-02/2004

EDUCATION

STRAYER UNIVERSITY

MASTERS OF BUSINESS ADMINISTRATION/2010

JOHNSON & WALES UNIVERSITY

BACHELORS OF SCIENCE, HOSPITALITY MANAGEMENT/2001

Contact this candidate