Jamila Sweed

Dedicated Resident Service Coordinator with extensive experience in customer service and support roles, enhancing service delivery for over 8 years. Skilled in CRM customization, client need assessment, and cross-departmental training. Successfully improved business performance by auditing processes and providing actionable insights.

Proven track record of resolving complex issues and implementing solutions swiftly. Committed to leveraging expertise to foster positive resident experiences and facilitate effective coordination efforts.

Caregiver - Griswold Home Care Friendswood - Houston, TX, USA

(2025-01)

• Processed customer service requests through phone and email support, as well as in-person interactions.
• Customized CRM utilizing cutting-edge tools such as workflows and triggers to enhance user experience.
• Documented customer correspondence within the CRM to maintain accurate tracking of requests, issues, and solutions.
• Accurately diagnosed customer needs while proactively educating them on the features and benefits of company products and services.
• Evaluated internal data and processes to identify and manage initiatives, thereby enhancing overall business performance.
• Recommended metrics and models based on observed trends to optimize operational effectiveness.
• Collaborated with internal teams to thoroughly understand business needs and adapt to changing strategies.

Technical Support Specialist - Technical Support Specialist - Remote - Alvin, TX, USA

(2023-02 - 2024-11)

• Evaluated and implemented necessary updates to software systems, ensuring efficiency.
• Processed customer service requests through phone and email support, delivering timely resolutions.
• Customized CRM utilizing the latest tools such as workflows and triggers for improved functionality.
• Recorded customer correspondence in the CRM to accurately track requests, challenges, and resolutions.
• Diagnosed customer needs effectively while proactively educating them regarding the features and advantages of company products and services.
• Reviewed internal data and processes to identify and implement initiatives, improving business performance.
• Recommended metrics and models based on data trends to enhance operational strategies.
• Cross-trained across multiple departments to provide comprehensive knowledge of company needs and support the training of new employees.

Data Entry/Account Administrative Representative - Security Officer - Locke Protective Services, Ltd. - Houston, TX, USA

(2019-02 - 2022-07)

• Evaluated and implemented software changes to optimize performance.
• Processed customer service requests via phone and email support effectively.
• Customized CRM using advanced tools such as workflows and triggers to improve user experience.
• Documented customer correspondence within the CRM to maintain a clear record of requests, issues, and resolutions.
• Accurately diagnosed customer needs while educating them on the relevant features and benefits of company products and services.
• Reviewed internal data and processes to identify opportunities for managing initiatives, thereby enhancing business performance.
• Recommended metrics and models based on identified trends to support strategic planning initiatives.
• Collaborated with internal teams to understand and adapt to changing business needs.

Data Entry/Account Administrative Representative - Security Officer - Star Protection Agency, LLC - Houston, TX, USA

(2016-03 - 2019-02)

• Cross-trained in multiple departments to gain a comprehensive understanding of company needs and facilitate the training of new personnel.
• Evaluated and applied necessary updates to Salesforce software to optimize functionality.
• Processed customer service requests efficiently through phone and email support.
• Documented customer correspondence in the CRM to accurately track requests, challenges, and solutions.
• Accurately diagnosed customer needs while providing education on the features and benefits of company products and services.
• Reviewed internal data and processes to identify areas for initiative management, improving operational performance.
• Recommended metrics and models based on trends observed in business analytics to support strategic initiatives.
• Collaborated with internal teams to comprehend and respond to evolving business needs.

Customer Services Specialist - Security Officer - United Protective Services - Katy, TX, USA

(2014-10 - 2016-03)

• Assisted staff in resolving complex customer issues and implementing targeted solutions to enhance service delivery.
• Cross-trained in multiple departments to ensure seamless processing of customer service requests through various channels, including phone, email, and live chat.
• Documented customer correspondence in the CRM to maintain an accurate record of requests, challenges, and solutions.
• Diagnosed customer needs effectively while educating them on the capabilities and advantages of company products and services.
• Provided assistance to customers by confirming their requests, answering inquiries, and offering general information.

DIPLOMA - Dickinson High School (1994-08 - 1998-05)

College of the Mainland (2025)