Jahara Fermin
Providence,RI
Summary
Dynamic customer service representative excelling in relationship building, problem resolution, and active listening. Committed to enhancing service delivery and driving customer satisfaction.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Kalkomey
224 W Campbell Rd Suit 512
10.2023 - Current
- Resolved customer inquiries efficiently through phone and email interactions.
- Assisted in onboarding new team members by sharing best practices and resources.
- Utilized CRM software to track customer issues and maintain accurate records.
- Collaborated with cross-functional teams to enhance service delivery processes.
Assistant Manager
Morphe Brushes & Cosmetics
Dallas, TX
08.2021 - 01.2023
- Managed daily operations to ensure smooth workflow and high-quality customer service.
- Oversaw team performance, providing coaching and support to enhance productivity.
- Developed training materials and conducted workshops for new staff on product knowledge and selling techniques.
- Analyzed sales data to identify trends and implement strategies for revenue growth.
Relationship Manager
Pear Payments/ Voria Pay
Dallas, TX
02.2021 - 01.2023
- Cultivated strong client relationships to enhance customer satisfaction and retention.
- Guided clients through onboarding processes, ensuring seamless integration of payment solutions.
- Analyzed client needs and provided tailored financial solutions to drive business growth.
- Collaborated with cross-functional teams to optimize service delivery and resolve client issues.
Assistant Business Manager
Massage Envy
Albany, NY
10.2019 - 01.2020
- Managed daily operations to ensure optimal service delivery and client satisfaction.
- Coordinated staff schedules to enhance productivity and meet business demands.
- Trained new team members on operational procedures and customer service excellence.
- Analyzed financial reports to identify trends and inform strategic decisions.
Pharmacy Technician
CVS Pharmacy
Albany, NY
04.2017 - 10.2018
- Processed and filled prescriptions accurately, ensuring compliance with pharmacy regulations.
- Collaborated with pharmacists to manage inventory levels and maintain medication stock.
- Provided exceptional customer service, addressing inquiries and resolving medication-related issues.
- Assisted in training new pharmacy staff on procedures and best practices for efficiency.
Education
High School Diploma -
South West Texas High School
San Marcos, TXSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Relationship building
- Call center experience
- Conflict resolution
Languages
English
Timeline
Customer Service Representative
Kalkomey
10.2023 - Current
Assistant Manager
Morphe Brushes & Cosmetics
08.2021 - 01.2023
Relationship Manager
Pear Payments/ Voria Pay
02.2021 - 01.2023
Assistant Business Manager
Massage Envy
10.2019 - 01.2020
Pharmacy Technician
CVS Pharmacy
04.2017 - 10.2018
High School Diploma -
South West Texas High School
IVR Specialist
Specialized in designing as well as developing automated phone menus.