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)
Long Beach Ca
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
Compton, CA
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