Jaeana Naputi
San Antonio,TX
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Taskus
01.2021 - Current
- Worked for a Third Party Campaign with TDECU (Credit Union) from February 2022
- Maintained up-to-date knowledge of product and service changes.
- Improved customer satisfaction by addressing and resolving issues promptly and professionally.
- Promoted customer retention with proactive outreach, addressing potential concerns before they escalated.
- Assisted customers in navigating complex account issues, ensuring a positive experience overall.
- Built rapport with callers through active listening, understanding their concerns and needs before offering tailored solutions.
- Handled sensitive customer information securely, adhering to company privacy policies at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified customer identification and documentation for compliant transactions.
- Educated and engaged customers with new bank products and services.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Worked for a Third Party Campaign with Klarna from January 2021 - January 2022
- Handled customer inquiries and suggestions courteously and professionally
- Updated account information to maintain customer records
- Responded to customer requests for products, services, and company information
- Receive inbound calls and help assist customers with issues regarding their orders, troubleshooting with payments in the mobile app or websites, dispute orders
- De-escalate irate customers to perform and resolve issues
- Escalate issues that need a supervisor follow up with approval
- Answered constant flow of customer calls with minimal wait times
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Improved customer satisfaction by addressing and resolving issues promptly and professionally.
- Promoted customer retention with proactive outreach, addressing potential concerns before they escalated.
- Assisted customers in navigating complex account issues, ensuring a positive experience overall.
- Built rapport with callers through active listening, understanding their concerns and needs before offering tailored solutions.
- Handled sensitive customer information securely, adhering to company privacy policies at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified customer identification and documentation for compliant transactions.
- Educated and engaged customers with new bank products and services.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
Warehouse Associate
Amazon
10.2020 - 12.2021
- Move pallets to and from loading dock for incoming and receiving trucks
- Proved successful working within tight deadlines and a fast-paced environment
- Collaborated with team members to achieve daily goals and meet company objectives
- Fastened and labeled containers on pallets, added stretch and shrink wrap and signed pick tickets to protect items and confirm accuracy of orders
- Monitored outgoing packages for proper labels and accurate address information
- Inspected items to identify discrepancies and damages and reported to supervisor.
- Supported warehouse operations with manual loading, unloading, and palletizing of packages.
- Moved pallets and packing material to designated vacant storage areas for operational safety.
Customer Service Representative
Alorica
02.2017 - 12.2020
- Worked for Third Party Campaign with Goldman Sachs Bank USA as an Apple Card Specialist
- De-escalate irate customers to perform and resolve issues smoothly
- Troubleshooting Knowledge
- Assist customers in making payments, dispute transactions and provide self-service through the mobile app
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled customer inquiries and suggestions courteously and professionally
- Sought ways to improve processes and services provided
- Transfer calls to the direct department if further assistance is needed
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
- Delivered prompt service to prioritize customer needs
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Built strong relationships with customers to increase retention and loyalty.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
- Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
Retail Customer Service Associate
Ross Store
08.2012 - 01.2017
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customer, partying to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
Education
Skills
Customer Service
References
- Norma Cruz (702)481-5130
- Daisy Rodriguez (210) 805-6551
- Charmaine Palomo (830) 556-4872
Timeline
Customer Service Representative - Taskus
01.2021 - Current
Warehouse Associate - Amazon
10.2020 - 12.2021
Customer Service Representative - Alorica
02.2017 - 12.2020
Retail Customer Service Associate - Ross Store
08.2012 - 01.2017
George Washington High School - ,