Jamekque Okary
Shreveport
Summary
Result-oriented and personable CSM with over 2-year experience in a fast-paced retail environment and 4-year additional as a customer support representative. Improved customer experience through managing, leading, and training others. Resolved various customer inquiries and complex issues.
Overview
9
9
years of professional experience
1
1
Certification
Work History
MSR Trainer
Barksdale Federal Credit Union
06.2023 - 09.2025
- Developed training materials to enhance employee knowledge and skills.
- Facilitated workshops to improve team performance and engagement.
- Assessed training needs through feedback and performance evaluations.
- Implemented new training techniques to increase knowledge retention.
Live Chat Agent
Apple One
05.2021 - 05.2023
- Assisted customers in resolving inquiries through live chat support, ensuring timely and accurate responses.
- Managed multiple chat sessions simultaneously, maintaining high levels of customer satisfaction.
- Adapted to various customer needs by employing effective communication strategies in real-time interactions.
- Collaborated with team members to refine processes for improved response times and service quality.
Front End Lead Trainee
Walmart
01.2020 - 07.2021
- Effectively oversaw day-to-day front-end operations of a busy customer service department
- Trained and mentored top customer service reps and front-end staff
- Applied ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them
- Responsibilities:
Customer Service Analyst
Teleperformance
01.2017 - 01.2020
- Helped store guests with all client concerns, including replacements, refunds, returns, and service guarantees
- Took inbound and outbound calls to customers.
- Maintaining customer satisfaction
- Coaching and developing other CSR
- Recruiting and training
- Responsibilities:
Education
Bachelor of Science - Criminal Justice
American Intercontinental University
10.2025
High School Diploma - undefined
Woodlawn High School
01.2017
Skills
- Compliant Resolution
- Effective Communication
- Teambuilding & Training
- Recruitment
- Patience & Empathy
- Ability to Keep Calm under Pressure or in Stressful Situations
- Leadership Skills
- Interpersonal & Relationship Building
- New hire training
- Proficient in software
- Customer service focus
- Windows
- Microsoft Office
- Outlook
- Technical Support
- Live chat
- Typing
Certification
Customer Service Management Certificate 2019
Timeline
MSR Trainer
Barksdale Federal Credit Union
06.2023 - 09.2025
Live Chat Agent
Apple One
05.2021 - 05.2023
Front End Lead Trainee
Walmart
01.2020 - 07.2021
Customer Service Analyst
Teleperformance
01.2017 - 01.2020
Bachelor of Science - Criminal Justice
American Intercontinental University
High School Diploma - undefined
Woodlawn High School
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