Jermaine Berkley |-| LinkedIn
Professional Summary
Results-driven Customer Service Professional with 5+ years of experience in remote
work environments. Proven track record of managing high-volume inbound calls,
leveraging CRM systems, and delivering exceptional customer experiences across
diverse industries. Adept at virtual collaboration, problem-solving, and adapting to
dynamic customer needs.
Professional Experience
Remote Customer Service Representative | Arise Virtual Solutions (Carnival Cruise
Line) | March 2020 – September 2024
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Efficiently handled 50+ daily inbound calls, resolving customer inquiries and
concerns with a 98% satisfaction rate.
• Utilized Salesforce CRM to track and resolve customer issues, reducing
resolution time by 25%.
• Collaborated virtually with travel agents using Microsoft Teams, ensuring 100%
accuracy in booking processes.
• Implemented innovative problem-solving techniques, resulting in a 15% increase
in customer retention.
Remote Customer Service Representative | Arise Virtual Solutions (Agero) | October
2019 – February 2020
•
Provided remote roadside assistance, maintaining a 95% customer satisfaction
score.
• Utilized GPS tracking software to pinpoint locations, reducing service deployment
time by 30%.
• Coordinated seamlessly between stakeholders using Zendesk, improving overall
customer experience.
Remote Marketing Specialist | Various Start-Up Companies & Personal Blog |
November 2019 – Present
•
•
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Crafted compelling email marketing campaigns using Mailchimp, achieving a
25% open rate.
Developed engaging social media content using Hootsuite, increasing follower
engagement by 40%.
Maintained a WordPress blog, driving 5000+ monthly organic visits through SEO
optimization.
Technical Skills
CRM Systems (Salesforce, Zendesk), Microsoft Office Suite, Remote Collaboration
Tools (Microsoft Teams, Zoom), Virtual Customer Service Platforms, Email Marketing
(Mailchimp), Social Media Management (Hootsuite), WordPress, SEO
Core Competencies
Remote Work Adaptability, Customer Relationship Management, Multi-Channel
Support, Problem Resolution, Virtual Team Collaboration, Time Management, KPI
Tracking and Reporting
Education
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Associate's degree in business administration | Bellevue College, Bellevue, WA
Bachelor's degree in game design | International Academy of Design and
Technology, Chicago, IL
