Customer Service Representative
Resume:
KIARRA JACKSON
Customer Service Representative
***************@*****.*** 346-***-**** Dallas, TX
WORK EXPERIENCE
Customer Service Representative
RemX/Mckesson
Successfully processed an average of 50+ customer orders daily via phone, fax, and email, streamlining order entry and enhancing overall customer satisfaction.
Managed an average of 50+ incoming calls daily through assigned call queues, ensuring timely resolution and exceptional customer satisfaction.
Monitored and managed assigned queues daily, successfully reducing backlogs by 30% and enhancing overall workflow efficiency.
Facilitated customer inquiries by managing incoming calls and resolving concerns, enhancing customer satisfaction for an average of 50+ clients daily.
Facilitated the setup of 100+ new accounts and provided ongoing support for account updates, enhancing customer satisfaction and operational efficiency.
Successfully directed customers to the appropriate departments, ensuring timely resolutions and enhancing overall satisfaction in each interaction.
Guided and developed new team members by providing on-the- job training in essential skills, leading to a 20% improvement in performance metrics within three months.
Resolution Specialist II
Wal-Mart (Customer Contact Center)
11/2022 - 05/2023 Remote
Delivered exceptional customer service to over 100 clients monthly while training new team members, fostering an environment of growth and teamwork.
Enhanced my leadership profile by actively engaging in 5 diverse management training sessions, which empowered me to lead a team project that improved collaboration and strategic communication within our department.
Delivered exceptional customer service by effectively addressing customer inquiries and resolving issues, resulting in a 20% increase in customer satisfaction ratings.
Enhanced customer satisfaction by implementing feedback initiatives, contributing to a 15% increase in sales over six months. EDUCATION
Bachelor of Science
Criminal Justice
Stephen F. Austin State University
08/2016 - 08/2021
Nacogdoches, TX
High School Diploma
Lancaster High School
08/2012 - 06/2016
Lancaster, TX
SKILLS
Customer Service
Leadership Experience
Call Escalation
Microsoft Office
Time Management
Call Center
Data Entry
Customer Relationship Management
(CRM) Software
Team Collaboration
Conflict Resolution
CERTIFICATIONS
Certified Notary Public
Utility Billing Clerk (Water)
City of Hutchins
11/2021 - 09/2022 Hutchins, TX
Collaborated with marketing and project management teams to conceive and launch innovative products and services, resulting in a 20% increase in customer engagement.
Championed company policies and safety standards, enhancing office cleanliness and safety to create a healthier and more productive work environment.
Managed the timely distribution of invoices and water bills to over 1,000 customers through coordinated mail and email platforms, ensuring clarity and customer satisfaction.
Guided a team of 10+ staff and external providers in accurately determining billing values, resulting in a 20% reduction in billing errors and faster claims approval times.
Ensured the accuracy of final water bills by meticulously validating data input in the accounting system (STW), leading to a reduction in billing discrepancies and improved customer satisfaction. Efficiently inputted and tracked 100+ billable expenses monthly in compliance with contract requirements, ensuring accurate billing and streamlining financial processes.
Engaged with an average of 50 customers daily to adjust accounts and resolve inquiries, enhancing overall customer satisfaction and retention.
Efficiently distributed account statements to over 200 customers monthly through email, mail, and personalized in-person visits, fostering transparent communication and enhancing customer satisfaction.
Independently verified and corrected billing data for over 1,000 accounts, significantly reducing discrepancies and enhancing overall accuracy.
Ensured accuracy by verifying signatures and account information for over 100 payments daily, significantly reducing posting errors. Customer Service Representative
Chewy
01/2019 - 11/2021 Remote
Streamlined customer support by managing an average of 50 inquiries daily, resolving billing questions and service requests that boosted customer satisfaction and minimized response times. Gathered customer feedback through surveys and interviews, presenting actionable recommendations to management that enhanced service delivery and customer satisfaction. Took ownership of each customer interaction, successfully resolving 90% of issues on first contact and connecting clients with relevant services, resulting in a 25% increase in service utilization. Proactively identified customer needs and swiftly resolved issues, leading to a 20% increase in customer satisfaction scores and fostering long-term loyalty.
Provided fast and friendly support to over 50 customers daily, effectively resolving questions and service complaints, which boosted overall customer satisfaction.
Assistant Store Manager
Dollar General
08/2016 - 01/2019 Lancaster, TX
Promoted a secure workplace by diligently following safety standards and effectively reporting hazards, leading to a 20% reduction in incidents and fostering a culture of safety awareness. Oversaw daily store operations, including hiring and training 10+ employees while creating employee schedules that improved team efficiency and boosted customer satisfaction.
Elevated customer shopping experiences by creating visually appealing merchandise displays and strategically rotating stock to align with seasonal trends, boosting sales and customer engagement.
Performed weekly inventory checks of over 200 products, significantly reducing discrepancies and ensuring optimal stock levels for seamless operations.
Facilitated comprehensive training for new employees on company policies and safety protocols, enhancing compliance and increasing awareness among over 50 team members.
Optimized staff scheduling by analyzing store traffic patterns to ensure peak staffing levels, boosting team efficiency and enhancing customer service during busy hours.
Managed comprehensive maintenance of a 50,000 sq ft facility, efficiently coordinating repairs and replacements to enhance safety and reduce downtime for occupants.
Negotiated with vendors to adjust pricing strategies and enhance product availability, ensuring optimal supply levels for timely delivery.
Optimized daily sales and customer service records, which enhanced issue resolution and informed decision-making for improved customer satisfaction.
Resolved customer service challenges by delivering timely and thorough responses to escalated complaints, enhancing overall customer satisfaction.
Evaluated the skills of 30+ employees, organized diverse teams, and conducted performance reviews that enhanced individual growth and improved team productivity.
Cultivated employee strengths through targeted coaching and training initiatives, leading to a 15% increase in engagement scores and enhanced workplace competitiveness.
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