Jaeana Naputi
San Antonio,TX
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Taskus
New Braunfels, TX
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
San Antonio, TX
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
San Antonio, TX
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
Modesto, CA
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
Problem-solving abilities
Active Listening
Critical Thinking
Problem Resolution
Customer Relations
Call center experience
Computer Proficiency
Money handling abilities
Microsoft Excel
Payment Processing
Microsoft Outlook
Call Management
Product Knowledge
Team Development
Microsoft PowerPoint
Prioritization
Technical Support
Live chat support
Dispute Resolution
Assertiveness
Store maintenance
Retail store support
Warehousing functions
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 - ,