Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Work Availability
Interests

Jemaal Richardson

Working Professional
Fort Lauderdale
Everything we see hides another thing; we always want to see what is hidden by what we see.
René Magritte

Summary

Knowledgeable and dedicated customer service professional with extensive experience in tech services / entertainment industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with passion for developing relationships, cultivating partnerships and growing businesses.

Overview

2
2
years of post-secondary education
10
10
years of professional experience

Customer Service Retention Specialist

AT&T Inc.
2018-04 - 2020-10
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Trained staff on operating procedures and company services.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction from 43% to average of 89% based on VOC ratings.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

IT Project Manager

Key Assets Group
2017-05 - 2018-03
  • Developed project plans identifying key issues, Resolved audit findings from disaster recovery tests and improved processes by updating procedures and providing verification in lab environment.
  • Designed, documented and executed maintenance procedures, including system upgrades and patch management using update manager.
  • Assessed software bugs and compiled findings along with resolution techniques in documentation to disseminate to [Job title]s.
  • Attended meetings with quality assurance, developers and project managers to assess scope and sequence of project.
  • Planned and devised cohesive test plans for [Type] projects using [Type] and [Type] technologies.

Technical Support Specialist (Remote)

Dromod Boxty Ltd
2017-03 - 2018-03
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Service Desk Team Leader /Payroll Administrator

Education Payroll Limited
2013-04 - 2017-02
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Checked figures, postings and accounting documents for correct entry, mathematical accuracy and proper coding.
  • Researched payroll errors and processed payments for federal and state taxes, superannuation and various employee deductions, annuity contributions and retirement plan withholdings.
  • Ran fortnightly payroll for 175k employees, including set-up of warrant number for payroll date in Novopay database.

Office Manager

Education Payroll Limited
2013-04 - 2014-04
  • Managed CRM database, including troubleshooting, maintenance, updates and report generation.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
  • Monitored and evaluated personnel performance to complete monthly and quarterly reviews, recommend advancement or addressed productivity concerns.
  • Recruited, hired, trained and supervised staff of 190 and implemented mentoring program that offered positive employee engagement through "Buddy" support.
  • Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.

Customer Service Manager

Chocolate Mobile Ltd.
2012-03 - 2013-04
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Devised and published metrics to measure organization's success in delivering world class customer service.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Work History

Associate of Arts - General Studies

Broward College
2002-01 - 2004-01

Education

Skills

Staff education and training

CRM

Service standard compliance

Advanced problem solving

Project planning and development

Meeting planning

Events logistics management

Time management

Training development aptitude

Accomplishments

  • Enhanced organization visibility 60% through volunteer-led initiatives.
  • Introduced robust volunteer program to improve organizational efficiency without adding costs.
  • Supervised 45 volunteers and coordinated placement based on department needs and volunteers skills.
Customer Service Retention Specialist - AT&T Inc.
2018-04 - 2020-10
IT Project Manager - Key Assets Group
2017-05 - 2018-03
Technical Support Specialist (Remote) - Dromod Boxty Ltd
2017-03 - 2018-03
Service Desk Team Leader /Payroll Administrator - Education Payroll Limited
2013-04 - 2017-02
Office Manager - Education Payroll Limited
2013-04 - 2014-04
Customer Service Manager - Chocolate Mobile Ltd.
2012-03 - 2013-04
Broward College - Associate of Arts, General Studies
2002-01 - 2004-01

Timeline

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests

Dance

Gardening

Interior Decorating

Crossfit

Painting

Technology

Jemaal RichardsonWorking Professional