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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Personable and dedicated Customer Service Representative with extensive experience in different industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Dedicated Customer service rep l talented at processing high volumes of error-free transactions and meeting departmental goals. Offers 10+ years of experience in customer service, retention and problem resolution. Smoothly manages conversational flow and diffuses difficult customer situations.

Skills
  • Report creation
  • Credit card payment processing
  • Report generation
  • Office equipment proficiency
  • Call Center Operations
  • Inbound and Outbound Calling
  • Adaptive team player
  • Customer relations
  • Retail sales customer service
  • Store maintenance
  • Clerical support
Experience
06/2020 to Current
Retention Customer Service Representative Ibex Holdings Limited San Antonio, TX,
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Assessed customer account information to determine current issues and potential solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Remained constantly aware of customer activity to ensure safe and secure shopping environment.
  • Made outbound calls to obtain account information.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Reviewed account and service histories to identify trends and issues.
  • Set up and activated customer accounts.
  • Recommended improvements to products and services to mitigate complaints.
  • Relayed productive customer feedback to marketing teams.
  • Trained new employees on procedures and policies to maximize team performance.
  • Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
  • Supported operational improvements and resolution of problems to deliver top-notch customer service.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
  • Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
  • Exceeded company productivity standards on consistent basis.
08/2012 to 08/2020
Home Health Aide Baycare Health System, Inc Lutz, FL,
  • Maintained clean and well-organized environment for client happiness and safety.
  • Assisted clients with personal hygiene needs, including bathing, dressing and incontinence care.
  • Helped clients stay happy and healthy by providing mental and emotional support.
  • Improved patient outlook and daily living through compassionate care.
  • Assisted with client personal care needs to foster independence and well-being.
  • Tracked and reported clients' progress based on observations and conversations.
  • Managed various daily job tasks, including patient transportation and appointment scheduling.
  • Developed strong and trusting rapport with patients to facilitate smooth, quality care.
  • Organized and administered medications on schedules to alleviate symptoms and improve quality of life.
  • Monitored client behaviors and emotional states, reporting concerns to case manager and documenting information in files.
  • Aided with mobility and independence for disabled individuals and continually monitored safety.
  • Organized games and other activities to engage clients and offer mental stimulation.
  • Prepared high-quality nutritious meals for patients to promote better overall health and improve eating habits.
  • Coordinated community outreach and local events to educate on chronic illness, at-home care and preventive self-exams.
  • Assisted terminally ill patients with personal care, including bathing, grooming and dressing.
  • Mopped floors, vacuumed, washed dishes and performed other household chores to assist clients.
  • Transported clients to doctor's appointments and errands.
  • Dressed, groomed and fed patients with limited physical abilities to support basic needs.
  • Carried out important daily living tasks for patients by cooking meals, washing laundry and other household chores.
  • Documented client progress in charts and logbooks.
  • Helped transition patient between bed, wheelchair and automobile to provide safe mobility support.
  • Ran errands for clients and drove to appointments to maintain wellness and support daily living needs.
  • Delivered high level of assistance with cooking, meal preparation and shopping.
  • Supervised medication administration, personal hygiene and other activities of daily living.
  • Maintained patient hygiene by administering bedpans, urinals, baths and shaves.
  • Greeted patients and families with enthusiastic, compassionate attitude to establish long-term professional relationships.
  • Followed care plan and directions to administer medications.
  • Observed patient vital signs and medication reactions and reported health concerns or behavioral changes.
04/2019 to 05/2020
Team Leader Aaa Northern California, Nevada & Utah Bozeman, MT,
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Delegated daily tasks to team members to optimize group productivity.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
  • Fostered positive employee relationships through communication, training and development coaching.
  • Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
  • Conducted inspections of equipment before, during and after shifts to immediately resolve issues that could cause project delays.
  • Counted, sorted and stacked finished pieces for easy access.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Interviewed, hired and trained new quality customer service representatives.
  • Operated hand and power tools to clear jams, adjust positions and trim rough edges.
  • Offered constructive criticism regarding quality assurance on team phone calls.
  • Identified equipment issues using troubleshooting techniques to keep machinery fully operational during shifts.
  • Adjusted machines for speed control and wood feeds to promote production of quality products.
  • Made special cuts such as grooves, bevels and miters to complete designs.
  • Reviewed specifications and directions carefully to determine precise set up for production equipment according to specifications.
  • Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
  • Monitored team progress and enforced deadlines.
  • Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
  • Integrated process improvements to increase overall workflow.
  • Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands.
  • Documented production levels, materials used and special incidents to keep management informed of daily activities.
  • Developed and monitored weekly staff schedules.
Education and Training
Expected in 07/2010
High School Diploma:
William M. Raines High School - Jacksonville, FL
GPA:

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Resume Overview

School Attended

  • William M. Raines High School

Job Titles Held:

  • Retention Customer Service Representative
  • Home Health Aide
  • Team Leader

Degrees

  • High School Diploma

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