Customer Support Service Specialist
Resume:
Akasha Jackson
Richmond, VA 23224
adxkut@r.postjobfree.com
Multifaceted, Results Driven Professional. Highly effective and well-educated professional with extensive experience in learning and development, process management, and training curriculum design. Team oriented, training and development coordinator competent, and developing training processes and procedures.
EXPERIENCE HIGHLIGHTS
Human Resource Specialist- Henrico County- November 2022- Current
Greets callers and visitors, directs them to the proper source and answers questions relating to the functions and operations of the department/agency. Provides first line customer support to County residents over the phone, in person, or via email.
Opens, sorts and distributes daily mail, correspondence, copies and other material.
Prepares, scans, and uploads a wide variety of paperwork into a local paperless file system.
Uses computer terminal to input, retrieve, verify and research information.
Processes and issues EBT vault cards and maintain detailed issuance logs.
Estes Forwarding Worldwide - Training Coordinator March 2021 - October 2022
•Creates a training plan catered for each new hire specifically for their job role within the company.
Lead new hires in teaching and being proficient in computer programs including but not limited to WorldTrak, AS400, carrier and vendor websites Facilitates/supervises training via Zoom or in person/classroom environment.
Uses several teaching techniques for different learning styles such as PowerPoint, worksheets, peer observation, gaming, and hands-on learning.
Creates new material when necessary to keep the material up to date and fun to learn.
Manages time to ensure all material is covered and retained well Retain existing team members when needed.
Estes Forwarding Worldwide - Supervisor, Domestic Evening March 2019 - March 2021
•Ensure effective and timely implementation of all Logistics daily.
•operational goals inclusive of Shipping functions and Inventory Management
•Develop and initiate monthly reports having required project timelines, corporate metrics and productivity measurements.
•Lead training, hiring, career development and enrichment of all department associates.
•Support simplification and standardization of processes to accelerate logistics and enhance efficiencies.
•Identify enhancement opportunities and suggest solutions for improvement to top management.
Estes Forwarding Worldwide- Customer Service Specialist- April 2018 March 2019
•Build rapport with customers by greeting them in a courteous, friendly, and professional manner.
•Answers inbound inquiries by clarifying information, researching, locating, tracking, and providing accurate information.
•Resolve problems by clarifying issues, researching, and exploring solutions and escalating unresolved problems.
•Meet or exceed quality assurance requirements and all key performance metrics.
•Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
•De-escalate issues, resolve problems and find solutions whenever necessary.
•Train new hires often with shadowing and giving one on one assistance.
EDUCATION
*Bryant and Stratton College (Currently Enrolled)
*Grand Canyon University- Bachelors in Elementary Education. (120/124)
*Henrico HS- Advanced Diploma
References Available Upon Request
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