Jakiyah Estep
La Plata
Summary
Professional in customer service management with strong background in overseeing call center operations. Skilled in team leadership, conflict resolution, and performance optimization. Known for adaptability, reliability, and driving results through effective collaboration and strategic problem-solving. Proficient in CRM software, data analysis, and maintaining high customer satisfaction standards.
Overview
10
10
years of professional experience
Work History
Call Center Assistant Manager
Home Genius Exteriors
08.2021 - Current
- Help customers with complaints and questions
- Receive and screen calls
- Maintain customer accounts
- Managed daily operations of the call center floor, ensuring all systems were functioning properly and technical issues were promptly addressed.
- Organized regular team meetings for information sharing, problem-solving discussions, and motivational purposes.
- Reviewed call recordings periodically for quality assurance purposes, providing feedback to agents for continuous improvement.
Paraprofessional
St. Coletta Greater of Washington
12.2018 - 09.2021
- Assisted with lesson planning, reports, small groups, and instruction.
- Attended students' physical, personal and emotional needs.
- Performed clerical duties
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
Line Associate
Amazon
10.2018 - 11.2018
- Received to rating on quarterly performance reviews done by managers.
- Assisted with overtime when short handed staffed, to meet customer satisfaction
- Contributed to achieving company objectives by consistently meeting or exceeding individual performance metrics.
PRN, Caregiver
Washington’s Assisted Living
01.2015 - 11.2018
- Working in the home revolves around providing care one-on-one for elderly client
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Basic food preparation: preparing meals, meals, housekeeping, laundry
- Personal supervision: providing constant companionship and general supervision
Auditing Specialist
Safeway Distribution
01.2017 - 10.2018
- Audit structures and reports to meet administration and clients about arrangements, dispersion, and reason. In order to distinguish issue and upgrades.
- Plan study of issues and procedures, such as organization change, communication inventory control, or cost analysis.
- Maintains a database for resource upkeep and accurate management
- Closely monitor trends and align databases to business work.
- Help with work process while educating multiple trainees.
Education
High School Diploma -
Maurice J Mcdonough
05.2016
Skills
- Team management
- Employee motivation
- Call center software
- Workforce planning
- Strong leadership
Timeline
Call Center Assistant Manager
Home Genius Exteriors
08.2021 - Current
Paraprofessional
St. Coletta Greater of Washington
12.2018 - 09.2021
Line Associate
Amazon
10.2018 - 11.2018
Auditing Specialist
Safeway Distribution
01.2017 - 10.2018
PRN, Caregiver
Washington’s Assisted Living
01.2015 - 11.2018
High School Diploma -
Maurice J Mcdonough
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