Jazlyn Staton
Fort Washington
Summary
Highly skilled Customer Service Specialist with 6 years of experience in providing outstanding customer support in remote environments. Adept at managing client inquiries, resolving complex issues, and collaborating with crossfunctional teams to ensure prompt and effective solutions. Proven ability to streamline processes, implement efficient communication strategies, and maintain high levels of customer satisfaction. Strong multitasking and problem-solving skills, with a focus on enhancing customer relationships and delivering exceptional service.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
NET AMERICA COOPERATION
03.2020 - Current
- Resolve customer queries, working across departments to devise solutions (or responses) in an apt way.
- Introduce a self-service, which enabled tandem assistance for my team only, and increased productivity by nearly 25%.
- Strategize and communicate new processing solutions to address challenging client problems, increasing client engagement rates.
- Follow up with clients, as necessary, to ensure their needs are met.
- Develop Standard Operating Procedures (SOPs) to help provide quick responses to FAQs or issues.
Help Desk Technician
Bright Tech Education Systems
01.2018 - 02.2020
- Delivered outstanding customer service by promptly addressing inquiries regarding accounts and billing via phone, email, and live chat.
- Coordinated with multiple departments to ensure that customer issues were resolved effectively and within set deadlines.
- Created and maintained a customer knowledge base, providing clear instructions and guidance for common customer issues.
- Successfully completed a 4-week Salesforce Sales Operation Course during my tenure.
- Assisted fellow employers and struggling agents via Microsoft Teams portal in real time.
Customer Support Representative
MedCare Insurance Solutions
06.2017 - 11.2018
- Provided comprehensive customer support by managing a high volume of inbound customer inquiries via multiple communication channels.
- Ensured all customer complaints were addressed in a timely and effective manner, often coordinating with various departments to resolve more complex issues.
- Maintained the least amount of required escalations for the customer service department.
- Performed needs analysis and presented options based on findings to help customers make decisions.
Education
HIGH SCHOOL DIPLOMA -
FRIENDLY HIGH SCHOOL
01.2015
Skills
- Report Generation
- Customer Retention
- Customer Order Management
- Account Management
- Complaint Resolution
- CRM Software
- Microsoft Office
- Time Management
- Team Collaboration
- SOP Creation
Timeline
Customer Support Specialist
NET AMERICA COOPERATION
03.2020 - Current
Help Desk Technician
Bright Tech Education Systems
01.2018 - 02.2020
Customer Support Representative
MedCare Insurance Solutions
06.2017 - 11.2018
HIGH SCHOOL DIPLOMA -
FRIENDLY HIGH SCHOOL
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