Ella Jackson-Freeman

Customer Service Representative

Houston, TX 77088

aduwgu@r.postjobfree.com

+1-832-***-****

To become part of a company that will fully challenge maximize my 15+ years of customer service, quality assurance, project development, and training experience to my optimum potential and continue learning as much as possible for professional growth and a higher quality of life.

Authorized to work in the US for any employer

Willing to relocate anywhere

Work Experience

Peopleready - Houston, TX

General Laborer

June 2022 to Present

based on job site assignment I will perform different duties such as...

working on various stages of assembly line

conducting product inspection and quality control

cleaning and prepping products for shipping

assist executive assistants and secretaries

sort mail, filing, answer phones, greet clients, schedule meetings, and restock supplies

operate data entry devices, verifying and preparing materials for printing

moving equipment, furniture, set up tables, chairs, stages, podiums, boxes, bins, tents, decorations and display. Removing trash and debris cleaning

machine operator to operate recycling processing

load and unload product, keep area free of debris. Help maintain stock and assist in filling orders

examine shipping contents and records for incoming and outgoing deliveries

prepare documents to route shipments

pack, seal, label, and affix postage to prepare materials for shipping.

pulling orders and preparing materials for pickup or delivery.

pull and package material in preparation of shipping.

sort and stack material

Megacare - Houston, TX

Home Health Care Aide

November 2021 to April 2022

assist client with basic daily needs

clean bathroom and kitchen

prepare client food

assist client with making groceries, paying bills, and washing clothes

Customer Service Associate

MTM - Houston, TX

January 2020 to November 2020

answer phones of clients who were needing to set up a ride to a medical appointment.

assist with finding out status of ride

assist with calling to request return rides

assist with client getting gas reimbursement

Reliant Energy an NRG Company - Houston, TX

Customer Service Representative

2004 to 2018

duties included from all roles that I have held within the company such as First Call Resolution agent, team mentor, sales agent, and I have worked on multiple special projects)

Enroll perspective customers with Reliant services;

Diffuse customer frustrations and establish a trusting relationship that creates confidence that the issues will be promptly resolved;

Provide exceptional customer service to retail customers;

Identify and act upon a retail customer needs and recommend products to meet those needs;

Conduct research and testing when working on special projects to make sure system is performing correctly; such as data base enhancements; testing system transactions; collaborating on data base to make more user friendly.

Provide support for special assignments as required ;

Communicate and coordinate with various escalation teams in order to correct all transaction related discrepancies

- Perform extensive research and root cause analysis on accounts to determine the origin of customer issues, system and process errors

Quality Development - listen to calls of new hire agents and team members to give feedback ; audited agent calls

Education

High school diploma or GED

Skills

General ledger accounting

CRM software

Computer networking

Order picking

Quality assurance

Business development

Forecasting

Process improvement

Dismiss

60 WPM

EXCEL

-10+ years

OUTLOOK

-10+ years

POWERPOINT

-10+ years

MICROSOFT WORD

-10+ years

Customer Care

-20+ years

Customer Service

-20+ years

CSR

-25+ years

Call Center

-20+ years

Customer Support

-20+ years

SAP

-10+ years

Training & Development

-10+ years

Account Analysis

-10+ years

Root Cause Analysis

-10+ years

Analysis skills

Salesforce

Customer relationship management

SPECIAL SKILLS:

Proficient in Microsoft Word, Excel, Access, PowerPoint, and Outlook;

Familiar with a standard computer keyboard home row key strokes (50- 60 WPM).

Proficient in SAP & Verient

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