Service Representative Data Entry

MYRIEL JACKSON

PROFILE

PROFESSIONAL EXPERIENCE

m y r i e l j a c k s o n 2 4@g m a i l . c o m B l y t h e w o o d, S C 7 0 4 - 2 9 9 - 9 8 4 4 Proactive, detail-oriented, and solutions-driven Customer Support Specialist with over 15 years of comprehensive experience encompassing internal and external customer service and relations, complaint resolution, department operations and account management. Solid record of effective leadership, collaboration, communication, client related workflows and administrative assignments while remaining motivated to maintain a high level of industry and client satisfaction to contribute to overall company success.

PROFESSIONAL SKILLS

Customer Service

Client Loyalty/Retention

Timely Resolution

Data Entry

Account Management

Relationship Management

Training & Development

Complex Billing

Policy and Procedure

Product Knowledge

Project Management

Effective Time Management

Telephone Etiquette

Collaborative Team Player

Streamlining Workflows

Self Motivated

Quality Assurance

Effective Leadership

Exceptional Verbal and

Written Communication

Proficient Microsoft Excel,

Outlook, and Word

T-MOBILE 06/2008-02/2023

Senior Representative

Quickly promoted to evaluate experts ultimately successfully managing team growth and performance

Ensures experts resolve customer questions and/or complaints to assure one call resolution

Works closely with supervisors to strategize development plans for individual experts and team

Develops expert product knowledge utilizing various tools with a focus on active listing, to provide first call resolution

Serves as liaison to management to review and resolve escalated issues Consistently meets department productivity and quality standards EDUCATION

Darlington High School

Darlington, SC

Diploma

References Available Upon Request

Training Coach/Mentor

Promoted to help develop and train new hires in 2017 Monitored new team members’ activities and performance during the first few weeks of training and onboarding to determine where further training was required

Assisted new hires with escalated calls while providing customer(s) with an accurate and timely resolution

Monitored daily performance on key metrics

Proactively identified new hire behavior concerns to determine appropriate action plans

Customer Service Representative

Greeted customers warmly and ascertained problem or reason for calling Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution

Accurately maintained customer records by updating account information Appropriately disbursed adjustments and account credits Thoroughly investigated customer billing issues and requested new services when appropriate

Established payment arrangements; performed turn on/off, phone and accessories orders

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