Jada S.

Experience

• 

  Amazon

  Jul 2016 - Jun 2017

  Customer Service Team Lead

  • Started as Customer Service Representative and promoted to the position of Team lead within 6 months of hire based on an impressive record of delivering exceptional customer service, achieving established goals, and improving retention and loyalty.• Supported customers in expediting orders and correcting post-sales issues.• Effectively communicated with customers via phone/ email as well as software tools to navigate customer accounts, research and review policies, and provide effective solutions in a fast-paced environment. Show less

• 

  Verizon

  Jun 2017 - Aug 2018

  Customer Service Supervisor

  • Enhanced customer retention rates over a span of three consecutive months, leading to promotion to Supervisor within the Post-Paid department.• Connected with clients by utilizing appropriate questioning tactics to uncover their unique needs and preferences to provide a higher level of service.• Conducted detailed market research to identify customer needs, preferences, and pain points to formulate effective sales tactics to target ideal customers.• Leveraged knowledge of the full suite of Verizon products and services and offered customized and valuable solutions. Show less

• 

  Frome Kindergarten and Preparatory School

  Sept 2018 - now

  Teacher

  • Instructed 30 students while planning each subject area using a wide variety of teaching aids, and motivational, and implementation strategies to engage students in active learning.• Designed inquiry-based student-centered lessons executing lesson model that engages students to mentally focus on a phenomenon, problem, and situation.• Achieved 97% student pass rate in the National Grade 6 exam which determines high school placement: Impressively, 97% of students secured spots at schools of their choice, demonstrating academic excellence and student success.• Improved the math/reading proficiency of at-risk students through effective classroom-based practices.• Created fun and interesting school newsletters to facilitate communication between students, parents, and school.• Provided extensive content writing and editing oversight for students, encouraging students’ analytical and writing skills.• Managed administrative tasks including collecting lunch money and planning and organizing field trips.• Represented students at educational events by creating learning materials for projects and presentations. Show less

• 

  Texting Factory

  Jan 2019 - Jun 2023

  Chat Operator

  • Delivered chat and email support to customers by accurately documenting and maintaining records of customer interaction and transactions, customer inquiries, complaints, and corrective procedures.• Responded to 400-500 messages daily and 600 messages on weekends.• Drove and exemplified excellence in customer service by repeatedly directing customers toward prudent solutions through effecting problem-solving, anticipating customer’s needs, and aligning solutions with organizational goals. Show less