1. ALKESHIA JEFFERSON
686 Watson Cove, Stone Mountain GA,30087 | kjeff23@gmail.com | (678) 570-8002
OBJECTIVE To obtain a rewarding career with a growing company. Skilled planner who
works well with others. Strong multitasker and meets deadlines with no
discrepancies.
EXPERIENCE ACCOUNT REPRESENTATIVE PORTFOLIO RECOVERY ASSOCIATES
2013-2014
Placed calls to customers in reference to delinquent accounts. Researched
required information using available sources. Used effective communication
skills to manage and resolve customer complaints. Paid attention to details in
order to update existing customer information. Identified and escalated priority
issues. Multi-tasked to document all call data according to standard operating
procedures. Followed FDCPA laws on every phone call to avoid any company
lawsuits. Performed administrative duties such as faxing information to
customers and sending emails in a timely manner.
CUSTOMER SERVICE REPRESENTATIVE CONVERGYS
2010-2012
Greeted customers in a courteous, friendly, and professional manner using
agreed upon procedures. Listened attentively to customer needs and concerns
while demonstrating empathy. Clarified customer requirements. Probed for and
confirmed understanding of requirements or problems. Met customer
requirements through first contact resolution. Confirmed customer
understanding of the solution and provided additional customer education as
needed. Prepared completed and accurate work and updated customer file.
Communicated effectively with individuals and teams in the program to ensure
high quality and timely expedition of customer requests. Effectively transferred
misdirected customer requests to an appropriate party. Contributed ideas on
ways to resolve problems to better serve the customer and improve
productivity. Participated in activities designed to improve customer satisfaction
and business performance. Occasionally use decision-support tools to answer
questions. Solved problems that were sometimes unstructured and that may of
required reliance on conceptual thinking. Offered solutions to issues that were
often non-standard or non-routine and required some clarification. Maintained
broad knowledge of client products and services.
BILLING AGENT TELEPERFORMANCE
2009-2010
Answered inbound customer calls for a high volume call center pertaining to the
reconciliation and collection of delinquent accounts. Evaluated customer’s bills
and answered any questions of concerns about account while maintaining the
highest standards in customer service and adherence to regulatory guidelines.
Assisted customers with upgrading or downgrading their DirecTv services.
Scheduled times for field technicians to install or fix customer’s satellite
equipment.
SALES ASSOCIATE MOTHERHOOD MATERNITY
2007-2009
Resolved all customer issues at store level. Ensured that all customers received
outstanding service by providing a friendly environment and knowledgeable floor

2. staff. Assisted in processing and replenishing merchandise and monitoring floor
stock. Assisted in providing a safe, clean, organized and properly merchandised
store. Rung up sales, bagged merchandise, balanced registers and performed
bank runs.
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SKILLS Skilled in Microsoft Office Word, Excel, and PowerPoint.