Hi, I’m
Jody Joslyn
Customer Service Representative
Farmington,NY
Summary
Presently I am a skilled CSS III committed to addressing customer concerns with speed, accuracy and professionalism. I am a resourceful Customer Service Representative who consistently meets and exceeds productivity goals. I am a Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction. I maintain a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. I have a proven track record of over the goal of 95% Quality Scoring on my telephone calls that are received on a daily basis. In November of 2017 I received 11(100%) which resulted in a perfect score for the month.
Overview
27
years of professional experience
Work History
Sunoco A Plus Canandaigua, NY
Shift Leader
02.1997 - 02.2006
Job overview
Took necessary steps to meet customer needs and effectively resolve gasoline purchases, food or service issues.
Communicated clearly and positively with co-workers and management.
Resolved customer complaints promptly and professionally.Quickly and efficiently processed payments and made accurate change.Carefully maintained sanitation, health and safety standards in all work areas.
Performed general maintenance duties, including mopping floors, filling and facing shelves and stocked the cooler.
Worked well with teammates and openly invited coaching from the management team.
Assisted management with monthly inventory control and weekly stock ordering.
Communicated clearly and positively with co-workers and management.
Resolved customer complaints promptly and professionally.Quickly and efficiently processed payments and made accurate change.Carefully maintained sanitation, health and safety standards in all work areas.
Performed general maintenance duties, including mopping floors, filling and facing shelves and stocked the cooler.
Worked well with teammates and openly invited coaching from the management team.
Assisted management with monthly inventory control and weekly stock ordering.
Dollar GeneralCanandaigua, NY
Third Key Manager
02.2009 - 06.2011
Job overview
Trained and mentored new cashiers.
Maintained work area in clean and neat manner.
Monitored exits for security issues.
Accepted merchandise returns.
Managed cashier shifts and breaks.
Built and maintained productive relationships with employees.
Greeted customers promptly and responded to questions.
Prepared special orders for shipment.
Counted and balanced cashier drawers.
Worked in competitive team environment to exceed revenue quotas.
Maintained work area in clean and neat manner.
Monitored exits for security issues.
Accepted merchandise returns.
Managed cashier shifts and breaks.
Built and maintained productive relationships with employees.
Greeted customers promptly and responded to questions.
Prepared special orders for shipment.
Counted and balanced cashier drawers.
Worked in competitive team environment to exceed revenue quotas.
Sutherland Global ServicesRochester, NY
Customer Service Representative
07.2011 - 09.2016
Job overview
Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
Achieved high sales percentage with consultative, value-focused customer service approach.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Addressed customer service inquiries in a timely and accurate fashion.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Formulated and enforced Service Center policies, procedures and quality assurance measures.Assisted with the development of the call center's operations, quality and training processes.
Properly directed inbound calls in phone queues to improve call flow. Had multiple "TV" sales and Add a line sales.Received high accurate ratings of a Cell phone Representative.
Achieved high sales percentage with consultative, value-focused customer service approach.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Addressed customer service inquiries in a timely and accurate fashion.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Formulated and enforced Service Center policies, procedures and quality assurance measures.Assisted with the development of the call center's operations, quality and training processes.
Properly directed inbound calls in phone queues to improve call flow. Had multiple "TV" sales and Add a line sales.Received high accurate ratings of a Cell phone Representative.
MaximusRochester, NY
CSS III
10.2016 - Current
Job overview
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Improved customer ratings by 2%.
Addressed customer service inquiries in a timely and accurate fashion.
Developed effective relationships with all call center departments through clear communication.
Built customer loyalty by placing follow-up calls for consumers who were disconnected.Kept confidentiality my top priority when involving HIPAA laws and regulations.Have been asked by several consumers to become their personal Application Counselor.Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
Properly directed inbound calls in phone queues to improve call flow.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Improved customer ratings by 2%.
Addressed customer service inquiries in a timely and accurate fashion.
Developed effective relationships with all call center departments through clear communication.
Built customer loyalty by placing follow-up calls for consumers who were disconnected.Kept confidentiality my top priority when involving HIPAA laws and regulations.Have been asked by several consumers to become their personal Application Counselor.Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
Properly directed inbound calls in phone queues to improve call flow.
Education
Finger Lakes Community College
Associate of Applied Science from Office Technologies
1998
University Overview
3.5 GPA
Coursework with Medical Emphasis.Typing at 65 WPM with accuracy to satisfy.Speedwriting Accounting College Math
Coursework with Medical Emphasis.Typing at 65 WPM with accuracy to satisfy.Speedwriting Accounting College Math
Skills
- High customer service standards
- Employee relations specialist
- Dedicated to process improvement
- Devoted to data integrity
- Multi-channel contact center software
- Service solutions expert
- Troubleshooting skills
- Strong problem solving ability
Affiliations
Affiliations
While employed at Sutherland Global I was picked for Employee of the Month twice.Received a 100% during the month of November 2017 with 11 in a row. Our goal is 95%. I have gone 8 months in a row with a 95% or better. Timeline
CSS III
Maximus
10.2016 - Current
Customer Service Representative
Sutherland Global Services
07.2011 - 09.2016
Third Key Manager
Dollar General
02.2009 - 06.2011
Shift Leader
Sunoco A Plus
02.1997 - 02.2006
Finger Lakes Community College
Associate of Applied Science from Office Technologies