Customer Service Technical Support

JAMAKAH NELSON

************@*****.*** 336-***-**** Greensboro, NC 27405

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

• Customer Service • Technical Support

• Call Center Experience • Upselling and Cross Selling

• Time Management • Inbound and Outbound Calling

• Billing Systems and Software • Payment Negotiations

• Customer Retention Strategies • Microsoft Excel

• Typing Proficiency 55 wpm • CRM Software Knowledge Jan 2024 - Current

Client Service Representative

H&R Block - Remote

Handled sensitive client information with discretion, ensuring confidentiality at all times.

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Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.

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Enhanced customer satisfaction by addressing and

resolving financial inquiries in a timely manner.

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Identified potential fraudulent activity, implementing security measures to protect customer accounts.

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Sep 2022 - Aug 2023

Customer Support Lead Auditor

Uber Freight - Remote

Managed a team of support professionals, fostering teamwork and setting performance goals.

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Conducted regular performance evaluations and

provided constructive feedback for continuous

improvement among team members.

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Monitored and analyzed support metrics to detect

trends, identify gaps, and recommend solutions for improvement.

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Proactively identified potential product flaws through pattern analysis of recurring customer issues.

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SUMMARY

SKILLS

WORK EXPERIENCE

Nov 2020 - Aug 2022

Customer Service Representative

Iqor

Managed a high volume of 100 calls daily, maintaining composure under pressure while providing exceptional service.

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Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

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Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

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Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding

balances while maintaining positive customer

relationships.

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Jan 2018

High School Diploma

Northeast Guilford High Greensboro

EDUCATION

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