Jalisa Nicole
Katy,TX
Summary
Dynamic Customer Service Executive with proven expertise at Continuum Global Solutions, excelling in customer engagement and complaint handling. Recognized for enhancing customer satisfaction through effective problem-solving and relationship building. Skilled in CRM software and team collaboration, consistently improving service delivery and retention rates while managing high-volume inquiries.
Overview
18
18
years of professional experience
Work History
Customer Service Executive
Continuum Global Solutions
02.2021 - Current
- Delivered exceptional customer support through effective communication and problem-solving skills.
- Managed customer inquiries efficiently, ensuring timely resolutions to enhance satisfaction.
- Utilized CRM software to track interactions and maintain accurate customer records.
- Collaborated with team members to streamline processes and improve service delivery.
- Assisted in training new staff on company policies and customer service best practices.
- Handled escalated issues with professionalism, improving overall customer experience.
- Conducted follow-up calls to ensure resolution of concerns and gather feedback.
- Developed scripts and templates for common inquiries, increasing response efficiency.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
Support Associate
Continuum Global Solutions
01.2008 - 2022
- Assisted customers with inquiries, providing accurate information and resolving issues effectively.
- Managed documentation and data entry, ensuring compliance with company standards and procedures.
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings.
- Developed training materials for new hires, streamlining onboarding processes for efficiency.
- Coordinated scheduling of support requests, prioritizing tasks to meet deadlines consistently.
- Utilized CRM software to track interactions, maintaining organized records of customer engagement activities.
- Implemented feedback mechanisms to gather customer insights, refining service offerings based on input.
- Facilitated communication between departments to ensure seamless workflow and issue resolution across teams.
- Increased support quality with thorough troubleshooting and problem-solving techniques.
- Monitored employee and customer interactions to assess quality of service.
- Exceeded customer expectations by going above and beyond standard support protocols when necessary, resulting in increased satisfaction rates.
- Consistently met or exceeded performance metrics, showcasing dedication to providing exceptional support services.
- Reduced response times for client issues through effective prioritization and task management.
- Balanced multiple tasks simultaneously, maintaining focus on delivering optimal outcomes for each client interaction.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Delivered prompt resolutions to complex issues through effective escalation management and collaboration with specialized departments.
- Issued credits for contested returns, shipping fees and damaged merchandise.
Sales Associate
Verizon
03.2009 - 2021
- Provided exceptional customer service, resolving inquiries and enhancing client satisfaction.
- Assisted in inventory management, ensuring stock levels met operational demands.
- Processed transactions efficiently, maintaining accuracy in cash handling and sales reporting.
- Collaborated with team members to drive sales initiatives and improve product displays.
- Analyzed customer feedback to identify trends and recommend improvements in service delivery.
- Implemented promotional strategies that increased foot traffic and boosted sales performance.
- Maintained visual merchandising standards, contributing to a welcoming shopping environment.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
Education
Associate of Arts - Business Administration
South University
Austin, TX07.2017
Business Administration And Management
Connally High School
Austin, TX06.2014
Skills
- Team collaboration
- Customer engagement
- Customer relationship management
- Complaint handling
- Client engagement
- Presentation skills
- Online chat and email
- Public speaking
- Relationship building
- Contract negotiation
- Product sales
- Customer needs assessment
- Call center experience
- Marketing
- Team training and development
- Issue escalation
- Satisfaction monitoring
- Payment management
- Troubleshooting
- Technical support
- Call control
- Customer retention
- Documentation and notes
- Shipping coordination
- Company policy adherence
- Shipment tracking
- Returns processing
- Queue management
- Employee performance management
Timeline
Customer Service Executive
Continuum Global Solutions
02.2021 - Current
Sales Associate
Verizon
03.2009 - 2021
Support Associate
Continuum Global Solutions
01.2008 - 2022
Associate of Arts - Business Administration
South University
Business Administration And Management
Connally High School