Angela Jolla
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
Emergency Roadside Representative
Automobile Club Of Southern California (AAA)
09.2014 - Current
- Cross-trained and backed up other customer service managers.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Contributed ideas, decision-making skills and good judgment to achieve objectives.
- Cross-trained and provided backup support for organizational leadership.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed and updated databases to handle customer data.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
PLS Check Cashing
06.2012 - 10.2014
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided primary customer support to internal and external customers.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Trained staff on operating procedures and company services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
Education
High School Diploma -
Crenshaw Senior Highschool
Los Angeles Ca06.2006
Skills
- Call Volume and Quality Metrics
- Invoice Preparation and Processing
- Patient Information
- Service Requests
- Electronic Information Systems
- Software Applications
- Customer Service Skills
- Billing Adjustments and Refunds
- Membership Inquiries and Renewals
- Calm and Professional Under Pressure
- Organization and Time Management
Timeline
Emergency Roadside Representative
Automobile Club Of Southern California (AAA)
09.2014 - Current
Customer Service Representative
PLS Check Cashing
06.2012 - 10.2014
High School Diploma -
Crenshaw Senior Highschool
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