Jacquala M Austin
Charlotte
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Effective CSR with 12+ years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manages workflow and optimizes team strengths to meet service quotas. Flexible Resolving customer concerns and inquiries. Skilled at accurately documenting call details, preparing reports and arranging service. Well-versed in providing helpful answers and relevant information to retain clients. Positive, upbeat Customer Service Provider brings more than 12+ years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
Overview
15
15
years of professional experience
1
1
Certification
Work History
CNA - Certified Nursing Assistant
EULA Home Care Agency
09.2017 - Current
- Provide Companionship to Clients
- Maintain all Task on Timesheet
- Maintain Safe Clean Environment
Customer Service Agent
Barnett Industrial Supply
09.2018 - 03.2020
- Documented conversations with customers to track requests, problems and solutions
- Managed high-volume of inbound and outbound customer calls
- Reviewed files, records and other obtained documents to respond to customer requests
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Set up and activated customer accounts
- Created and implemented process improvements to reduce workloads and bolster callback efficiency
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages
- Strengthened traceability by developing organization systems for client contracts, records, reports and agendas
Customer Service Representative
Peoples Gas
09.2010 - 01.2015
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Answered customer questions and addressed concerns, resulting in 50% reduction in complaint calls
- Upheld privacy and security requirements established by Coventi regulatory agencies
- Strengthened traceability by developing organization systems for client contracts, records, reports and agendas
- Documented conversations with customers to track requests, problems and solutions
- Answered 50 + inbound calls per day and directed to individuals or departments
- Consulted with customers to determine best methods to resolve service and billing issues
- Reviewed account and service histories to identify trends and issues
- Set up and activated customer accounts
- Made outbound calls to obtain account information
- Assessed customer account information to determine current issues and potential solutions
- Escalated customer concerns, store issues and inventory requirements to supervisors
- Answered 50 + inbound calls per day and directed to individuals or departments
- Uphold strict quality control policies and procedures during customer interactions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Assisted customers in making payments on accounts and setting up payment plans
Education
High school diploma -
Midwood High School
06.2006
Skills
- Organizational skills
- CRM software
- Customer service
- Cold calling
- Quality control
- Vital signs
- Caregiving
- Alzheimer's care
- ADLs
- Dementia care
- Senior care
- Patient monitoring
- Laundry
- Meal preparation
Certification
- CNA
- CPR Certification
Personal Information
Willing To Relocate: Anywhere
Timeline
Customer Service Agent
Barnett Industrial Supply
09.2018 - 03.2020
CNA - Certified Nursing Assistant
EULA Home Care Agency
09.2017 - Current
Customer Service Representative
Peoples Gas
09.2010 - 01.2015
High school diploma -
Midwood High School
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