Jada Fells
Harrisburg,PA
Summary
Dedicated Customer Service Representative experienced in prioritizing and multi-tasking in fast-paced environments. Achieved improved customer satisfaction through effective communication and resolution of inquiries, while maintaining detailed records that enhanced service processes. Focused on fostering client relationships and contributing to company success through reliable support and personalized assistance.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Abel Personnel
Harrisburg, PA
06.2022 - Current
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Cultivated strong customer relationships through personalized assistance and proactive support.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Consulted with customers to resolve service and billing issues.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified areas for improvement in customer service processes and proposed actionable changes.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Set up and activated customer accounts.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Clarified special pricing opportunities and company offerings to customers.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Initiated outbound calls to ensure up-to-date account details. to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Mentored new employees on procedures and policies to maximize team performance.
- Mentored junior team members and managed employee relationships.
- Strengthened customer retention by offering discount options.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Mentored junior team members and managed employee relationships.
- Strengthened customer retention by offering discount options.
Housekeeper
Comfort Inn & Suites
Harrisburg, PA
11.2021 - 05.2022
- Cleaned bathrooms, including toilets, tubs, showers and sinks.
- Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
- Changed bed linens to create a fresh and inviting atmosphere for guests, and towels, tidied up rooms.
- Stocked amenities such as soap, shampoo and toilet paper in guest rooms.
- Replenished supplies such as drinking glasses and coffee cups in guest rooms.
- Sanitized all areas of the hotel lobby and public restrooms.
- Emptied trash receptacles throughout the property.
- Inspected guest rooms post-cleaning to guarantee that presentation standards were met.
- Report any maintenance issues or damage to supervisors immediately.
Housekeeper
Armark
Harrisburg, PA
11.2019 - 02.2021
- Adheres to established procedures to provide a safe working environment including complying with OSHA, state/local, federal, and Aramark regulations
- Maintained clean and orderly environment to ensure safety and health of guests and staff
- Cleans assigned areas to Aramark and client standards and requirements
- Cleaned assigned areas to meet Aramark and client standards, enhancing overall guest satisfaction
- Properly cleans and maintains housekeeping equipment
- Reported maintenance concerns through work order requests to facilitate timely resolution
- Secures the facility, ensuring building is locked/unlocked as required
- Ensures security of company assets
- Assisted manager with additional responsibilities to ensure smooth operations.
Laundry Aide
HOMELAND CENTER
Harrisburg, PA
12.2017 - 11.2019
- Managed all laundry and linen operations for the facility.
- Moved through facility to gather dirty linen and personal garments and collect all the dirty linen from each dirty linen closet and collecting residents clothes that need to be washed
- Delivered gathered items to laundry area for cleaning and pressing to the laundry unit for them to be washed and ironed
- Returned all clean linen and clothing to appropriate locations, and helped locate lost clothing and personal property.
Seasonal Sales Associate
Victoria's Secret
Harrisburg, PA
10.2017 - 12.2017
- Proactively engages with customers, reads cues and responds effectively
- Delivered friendly, efficient cash wrap experience, accurately processed customer transactions
- Provided perfect bra fit for customers through effective questioning
- Replenishes merchandise to brand standards to ensure product is placed on the sales floor and available for purchase
- Replenished merchandise to brand standards, ensuring product availability on sales floor
- Supported various projects including markdowns, re-tickets, and the mark out of stock process
- Assists with other projects as needed including markdowns, re-tickets and the mark out of stock process
- Emphasized company values to enhance team cultureMaintains a focus on bras as the premier product differentiator, to build loyalty and support our 'Best at Bras' culture.
Education
High school diploma -
Harrisburg High School
Harrisburg, PASkills
- Customer Service
- Service Excellence
- Conflict Resolution
- Timely issue resolution
- Complaint Resolution
- Customer Retention
- Customer Relations
- Client Assistance
- Product Assistance
- Customer Outreach
- Sales Support
- Sales Coordination
- Order Management
- Order Fulfillment
- Order processing
- Payment Processing
- Credit Card Grammar
- Payment Handling
- Typing Proficiency
- Inventory Control
- Inventory Tracking
- Call Center Operations
- Call handling
- Inbound and Outbound Calling
- Professional Telephone Demeanor
- High-Energy Attitude
- Creative Problem Solving
- Data Entry
- Account Updating
- Administrative Support
- Documentation
- Minute Taking
- Researching
- Paperwork Processing
- Staff Training
- Adaptive Team Player
- Multi-Task Management
- Time Management
- Prioritization
- Coordination
- Active Listening
- Professional Demeanor
- Friendly and Outgoing
- Positive and Professional
- Outstanding Support
- Flexible Schedule
- Payment Processing
- Proofreading
- Customer Relations
- Risk Management
- Ergonomics and Safety Training
- Store Opening and Closing
- Customer Interaction
- Customer Consulting
- Client Relations
- Call center software
- CRM systems
- Multi-Tasking Strength
- Time Management
- Flexible Schedule
- Store Opening and Closing
- Product Recommendations
- CRM systems
- Call center software
- Order processing
- Front counter desk
Timeline
Customer Service Representative
Abel Personnel
06.2022 - Current
Housekeeper
Comfort Inn & Suites
11.2021 - 05.2022
Housekeeper
Armark
11.2019 - 02.2021
Laundry Aide
HOMELAND CENTER
12.2017 - 11.2019
Seasonal Sales Associate
Victoria's Secret
10.2017 - 12.2017
High school diploma -
Harrisburg High School