1. DEJA JEFFERSON
7116 HENDERSON VALLEY LN. CHARLOTTE, NC 28269
PHONE: 864.345.3493 EMAIL: DEJA.JEFFERSON88@YAHOO.COM | DEJA.R.JEFFERSON@OUTLOOK.COM
CAREER OBJECTIVE
My goal is to obtain a position in which I can become a part of a fast paced and competitive
organization, where excellent customer service is the basis of our success.
SKILLS/ABILITIES
• Worked in a high volume contact center for 7+ years, One year of leadership experience in a
call center environment
• Inbound Technical Support Representative for 3+ years
• Strong verbal and written skills. Strong ability to speak clear and concise
• Strong with customer satisfaction, sales, and other job requirements
• Monitor calls, provide feedback regarding side-by-side listen ups and create training material
for employees.
• Proficient with various software and operating systems: Microsoft Office Products:
2007,2010 2013 (Office 365); Windows; iOS; Android
• Frequent use of Citirx, Remedy, MARS, MTAS, Lotus Notes, and Sametime
• Fast learner and able to train at a fast pace as well
LICENSES/ ACCOMPLISHMENTS
• FINRA Series 6 License 11/15
• Gold Level Achieved on National Career Readiness Exam
• Top 100 Representatives Club for seven months
• Most accessories sold for three months
• Most upgrades processed two months
• Customer Experience Surveys were above 95% for four years in a row
• Leading Representative for two years
• Numerous client accommodations in extreme escalated situation
EDUCATION
BAYSIDE HIGH SCHOOL
High School Diploma, Jun 2007
ASHEVILLE BUNCOMBE TECHNICAL COLLEGE
Online Division
A.S. Human Resources Management, December 2017
WORK EXPERIENCE
VIRGINIA BEACH, VA
METLIFE INSURANCE COMPANY CHARLOTTE, NC
Sr. Customer Service Agent Annuities August 2015-Current
• Obtained FINRA Series 6 License 11/2016
• Inbound/outbound Service center
• Assisted Clients (agents and assistants from strategic firms, owners, and beneficiaries
• Process withdrawals, fund transfers, and contract changes in accordance to company and
FINRA policies

2. US AIRWAYS CHARLOTTE, NC
Customer Service Agent February 2015- May 2015
• First point of contact for passenger to check in and retrieve tickets
• Selling tickets to potential passengers
• Ticketing passengers and collecting baggage and fees if applicable
• Assist passengers with boarding and explain all boarding procedures
• Assist captain and flight attendants with passenger count and concerns before lift off
VERIZON WIRELESS GREENVILLE, SC
March 2008- October 2014
Technical Support Coordinator October 2012 - October 2014
• Utilize Tier 1 and Tier 2 troubleshooting guides on all calls that require device assistance.
• Provide advanced troubleshooting skills necessary to resolve the full scope of customer
issues
• Troubleshoot hardware and software issues and identify network/applications issues.
• Troubleshoot PC Operating systems, specifically Device Manager and TCP/IP configuration
• Provide detailed information on how to set up/configure data and voice products. Verify
provisioning and diagnose device or network issues.
• Use trouble ticket system for tracking customer interactions and problem resolution
Senior Customer Service Representative March 2009 - September 2012
• Confer with customers in an inbound center to provide information about products or
services, take or enter orders, cancel accounts, or obtain details of complaints.
• Complete contract forms, prepare change of address records, issue service discontinuance
orders, using multiple internal systems.
• Resolve customers' service or billing complaints by performing activities such as
exchanging service equipment and/or adjusting bills.
• Recommend service features and/or equipment to prevent future issues for customers
Financial Services Representative March 2008 - April 2009
• Persuade customers to pay amounts due on credit accounts and returned check payments
• Arrange for debt repayment or establish repayment schedules, based on customers'
financial situations.
• Consult with customers to resolve complaints and verify financial and credit transactions.
• Receive payments and post amounts paid to customer accounts.
• Record information about financial status of customers and status of collection efforts.
SPHERION/ HEWITT & ASSOCIATES- CHARLOTTE, NC
Customer Service Representative September 2007 - March 2008
• Provide assistance in administering employee benefit programs and worker's compensation
plans.
• Answer questions regarding health and welfare benefits, 401K, etc.
• Explain all benefits plan options and assist with enrollment of all benefits
• Contact external customers regarding any follow up cases in reference to inquiries about
benefits
References Available Upon Request