Customer Service Case Management

Jhamarr Forney

Business Professional

Charlotte, NC 704-***-**** ********@*****.***

OBJECTIVE

Results-driven professional with over five years of experience in call center operations, case management, and customer service. Skilled in delivering high-quality client support, problem resolution, and process improvement. Seeking to leverage expertise and educational background to contribute to a dynamic organization’s mission and values while providing exceptional service to clients. My career path has allowed me to gain diverse experience across industries, strengthening my adaptability, customer service, and leadership skills. I thrive in dynamic environments and quickly learn new systems and processes, making me an asset to any team.

KEY SKILLS —

EXPERIENCE

Customer Service

Adaptability

Communication

Conflict Resolution

High Volume Call Management

Case Management

Time Management

Coaching & Training

Problem Solver

Sales

Technical

Skills —

Microsoft Office

- Word, Outlook, Excel

Workday

ADP

Synergy

EDUCATION —

Bachelor of Science in Business

Administration

- Benedict College

Columbia, South Carolina

August 2024 – March 2025

Charter Communications – Outside Sales Representative

Proactively engaged with prospective residential customers through door-to-door outreach, generating new sales from assigned leads.

Developed and delivered compelling sales presentations, effectively showcasing products to meet customer needs.

Accurately processed sales orders and maintained documentation in compliance with quality control guidelines.

Actively participated in team meetings and training programs to enhance sales strategies and performance. Successfully completed training programs and adapted to evolving sales processes and company initiatives

September 2023 – March 2024

Bank of America (VXI 3rd Party) – Job Training Coach

Coached up to 10 customer service agents within the first two months of training, ensuring a smooth transition into their roles.

Provided on-the-floor support to agents, assisting with inquiries and concerns to enhance service quality.

Developed personalized coaching plans to support agent growth and performance improvement.

Monitored customer interactions and delivered constructive feedback to enhance service effectiveness.

October 2022 – September 2023

Bank of America (VXI 3rd Party) – Customer Service Representative

Managed an average of 75 calls per day while consistently meeting or exceeding key performance metrics (KPIs).

Resolved customer inquiries related to billing, service errors, and change requests, ensuring timely and effective solutions.

Adapted to evolving business needs by rotating across various projects and assignments as required.

Provided peer support and additional training to team members to enhance overall service quality.

January 2022-March 2022

Wells Fargo-Lockbox Services Associate

Processed 100+ checks daily using the RIDS system, ensuring accuracy and compliance with company standards.

Maintained strict adherence to deadlines and consistently met key performance indicators (KPIs).

Quickly identified and resolved system issues to minimize downtime and maintain productivity.

Utilized Microsoft Excel for data verification and accuracy checks before processing transactions.

November 2020- July 2021

Premier Transportation- Loader/Unloader

Unloaded and loaded merchandise off the trucks onto the pallets and organized and stacked boxes for distribution and storage.

Ensured merchandise is stored according to compliance and Identified merchandise placement by identifying label codes. May 2019 - December 2019

Paradies Lagardere, Charlotte, NC- Sales Associate

Delivered excellent daily customer service, ensuring a safe, clean, and welcoming retail environment.

Assisted customers with merchandise selection, checkout, and inquiries to enhance their shopping experience.

Stocked, organized, and priced merchandise to maintain an efficient and visually appealing store layout.

August 2018 - December 2018

American Red Cross, Charlotte, NC- Data Entry Representative

Ensured a clean and organized work environment, maintaining proper documentation.

Managed, sorted, and preserved confidential documents with attention to security protocols.

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