Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Skills
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Experience
06/2021 to Current Remote Customer Service Representative Copart | Fairburn, GA,
- Protect customer and company information with strictusr of established security procedures.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Audited customer account information to identify issues and develop solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Troubleshot shortages and overages to support quality control efforts.
- Answered incoming telephone calls to provide store, products, and services information.
12/2019 to Current Tax Preparer Jackson Hewitt | Rincon, GA,
- Stored copies of completed returns and related documents according to company procedures and business regulations.
- Determined clients' eligibility for tax credits, abatements or deductions through careful research and oversight.
- Supplied detailed tax documentation needed to submit accurate corporate and individual returns.
- Finalized and processed paperwork with local, state and federal government authorities.
- Responded to state and federal tax notices by preparing written responses or tax return amendments.
- Reduced errors associated with missed tax benefits by completing comprehensive reviews of internal tax preparation documents.
- Informed clients of potentially beneficial products and services, resulting in additional business opportunities.
- Produced work papers and lead sheets, tax projects and payment estimations.
- Assisted small businesses and individual clients with filling out tax forms and electronically filing tax returns.
01/2020 to 06/2021 Call Center Customer Service Specialist Tishman Speyer | Dc, DC,
- Managed high-volume of inbound and outbound customer calls.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Assisted 50+ callers per week in fast-paced environment.
- Implemented additional services to maintain exceptional client service ratings.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Strengthened team performance and productivity by training and inspiring team members.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
04/2012 to 04/2019 Assistant Manager Forever | City, STATE,
- Delegated daily tasks to team members to optimize group productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Monitored cash drawers in multiple checkout stations to verify adequate cash supply.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Worked closely with customers to understand needs and resolve diverse issues.
- Collaborated closely with management team to roll out functional and strategic initiatives.
- Compiled and assessed performance data, converting information into improvement plans.
Education and Training
Expected in 05/2012 High School Diploma | Central High School, Carrollton, GA
| Business Central Georgia Technical College, Macon, GA
Certifications
- Customer Service Professional Certificate
- Association for Project Management (APM)
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Resume Overview
School Attended
- Central High School
- Central Georgia Technical College
Job Titles Held:
- Remote Customer Service Representative
- Tax Preparer
- Call Center Customer Service Specialist
- Assistant Manager
Degrees
- High School Diploma
- Some College (No Degree)
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