Summary
Overview
Work History
Education
References
Timeline
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ELEANOR L. JEFFREY

Daytona Beach,FL

Summary

Motivated, Personable customer service professional with a Master’s Degree in Psychology and a specialization in Criminology and Social Justice. Talent for quickly mastering all given tasks expedited. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive and confidential records and reports. Flexible and versatile, able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-leader skills and very quick learner. “Indispensable” reputation. “Eleanor is absolutely indispensable to the successful operation of our company and to me personally… adept at handling delicate situations requiring discretion and tact…cheerfully takes on extra work…highly organized and efficient. Well-liked and respected by staff and clientele. – Joanne Segerra, Manager of Client Services.

Overview

18
18
years of professional experience

Work History

Test Scorer

Data Recognition Corporation
01.2019 - 01.2024
  • Responsible for grading and scoring tests for grades elementary, middle school, high school from various Cities and States
  • Using the States requirements and guidelines for vocabulary, spelling, sentence structure, punctuation, and grammar.
  • Conducted quality control checks on completed tests to verify scoring accuracy and adherence to established criteria.
  • Assisted peers in understanding difficult concepts or questions within assigned subject areas when needed.
  • Communicated effectively with team members regarding challenges faced during the scoring process, promoting problem-solving discussions that led to improved outcomes.
  • Contributed ideas for refining test questions based on subject matter expertise, improving question quality and alignment with learning objectives.
  • Collaborated with fellow Test Scorers to ensure consistency in grading methods, resulting in a more accurate assessment of student performance.
  • Maintained strict attention to detail while reviewing complex written answers from students across various subjectsdisciplines.
  • Maintained strict confidentiality while handling student information, ensuring compliance with privacy regulations.
  • Provided valuable feedback on exam content and design, contributing to improvements in future testing materials.

Customer Services

WB Mason
01.2016 - 01.2022
  • Open new accounts for businesses, processed payments scheduled deliveries, contact drivers for estimated delivery days, dates & times.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Maintained and managed customer files and databases.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
  • Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions. Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Account Manager

WB Mason
01.2016 - 01.2022
  • Account Manager discounts, and coupons
  • Open new accounts for businesses, processed payments scheduled deliveries, contact drivers for estimated delivery days, dates & times.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Streamlined internal processes for better efficiency in account management tasks.

Member Enrollment Specialist

Prime Therapeutic
01.2012 - 01.2015
  • Updated, entered, and reviewed customer data.
  • Communicated effectively via telephone, email, and in person with prospective customers.
  • Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
  • Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
  • Streamlined the enrollment process for increased efficiency and enhanced user experience.
  • Understood and thoroughly explained services provided to customers and potential customers.
  • Managed accurate recordkeeping of student information and application documents, ensuring compliance with regulations.
  • Enhanced team productivity through effective time management and prioritization techniques during peak enrollment periods.

Customer Service Representative

AT&T Wireless, Comcast, Sprint
01.2006 - 01.2010
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Responded to customer calls and emails to answer questions about products and services.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.

Education

Bachelor of Arts - Criminal Justice

University of The Rockies
Colorado Springs, CO
06.2017

References

Will Be Furnished Upon Request

Timeline

Test Scorer

Data Recognition Corporation
01.2019 - 01.2024

Customer Services

WB Mason
01.2016 - 01.2022

Account Manager

WB Mason
01.2016 - 01.2022

Member Enrollment Specialist

Prime Therapeutic
01.2012 - 01.2015

Customer Service Representative

AT&T Wireless, Comcast, Sprint
01.2006 - 01.2010

Bachelor of Arts - Criminal Justice

University of The Rockies

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ELEANOR L. JEFFREY