Customer Service Representitive
Resume:
Keith N. Jackson
Atlanta, Georgia 30339
**@**************.***
Customer Service Representative
Results oriented sales and customer service professional with proven results in volume, revenue and market share growth. Strong planning, financial analysis and problem-solving skills. Creates unique development opportunities in market by successfully building team networks. Drives profitable promotional programs through clear understanding of the operations component. C-level presentation skills. Exhibits high degree of personal influence.
Demonstrates strong customer relationship skills Exhibits acumen to capture competitor market share Highly effective in team or individual surroundings Ability to process and understand information rapidly Professional and composed in fast paced environments Quickly establishes self in marketplace Selected Professional Qualities
• Ability to quickly identify a customer’s personality type and apply a presentation that is expressive, analytical, amiable, empathetic or abbreviated for results driven leaders.
• Developed an instructed agents on the S-I-E-R-R-A method of sales theory. This method emphasizes listening and asking open ended questions to ascertain the true customer objection. This information is used to increase the sales success rate by the application of a targeted solution to the customers real problem.
• Quick to establish self in marketplace by rapidly learning products, market trends or operational policy procedures to increase sales in a region.
• Devised and implemented a hiring and training program designed to mentor, recruit, hire and retain high- performing sales employees. This program reduced employee turnover by creating clearly defined goals and objectives within the first six months of the on boarding process.
• Strong ability to efficiently handle multiple tasks by understanding that time is more useful in strategizing long-term development as opposed to crisis management. Planning allows the reduction of high urgency items that need to be dealt with immediately and reduces stress.
• Ability to apply market analysis and complex calculations for over 300 residential appraisals that were used in federally related loan transactions. Invested over 200 additional hours in education, licensing, and certification programs.
• Planned and implemented multiple charity fund raisers for underserved, disabled and Veteran communities while showing enthusiasm and encouragement in team environments.
• Created, developed and implemented processes, systems and best practices for the Eureka Team concept. This group increases the probability of successful client transactions while leveraging relationships to generate leads internally.
• Developed the “Ready, Willing and Able” concept. This program identifies clients that have a higher probability of success in the purchase continuum as well as a solution for clients with a decreased likelihood of purchasing a company’s product.
Professional Experience
FLORIDA DEPARTMENT OF ECONOMIC OPPORTUNITY May 2020 – May 2021 Reemployment Assistance Call Center Representative, Atlanta Georgia
• Assisted unemployed applicants in verification and online submission for unemployment assistance which included: Federal Pandemic Unemployment (FPUC), Pandemic Unemployment Assistance (PUA), Pandemic Emergency Unemployment Compensation
(PEUC), during the height of the Covid-19 epidemic.
• Obtained level 2 security, to review confidential information including customers Federal Tax, Social Security and Criminal Justice Information for compensation approval.
• Established a noise free, remote work site which included protected data computer connection, software, phone system and a secure place to destroy printed personal customer information.
• Used third party, human translation system to interpret and communicate with Spanish, Creole, Mandarin and Vietnamese customers.
• Responded to a high volume of incoming calls per hour, while documenting, researching customer information through secure government sites to calculate benefits and determine compensation payout.
• Met or exceeded departments customer quality service standard and 90%+ audit rating throughout one year tenure.
EUREKA REALTY June 2012-Present
Principal, Licensed Broker, CPL, CPME, Florida - Georgia
• Licensed Qualifying broker, responsible for all real estate sales volume in the Florida and Georgia marketplace.
• Founded Sevendees, LLC, which uses data analysis and predictive analytics to create housing opportunities nationwide.
• Founded Acropolis Property Management LLC. Prospected, obtained and managed 41 properties within 16 months of inception.
• Conducted economic, demographic and real estate trend analysis and their impact on values at the submarket and neighborhood level.
• Established business relationships with financial institutions and private sector clients which generated over 65 transactions within a 2-year period.
• Selected to the National Advisory Council. Consulted Executive leadership team on growth opportunities and statistical trends in the North Carolina, Georgia and Florida marketplaces.
• Created, developed and implemented processes, systems and best practices for the Eureka Team concept. This group increases the probability of successful client transactions while leveraging relationships to generate leads internally.
Education
Rice University, Houston, Texas B.A. Business, Managerial Studies
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