Jeannette Rucker
Houston
Summary
Dynamic customer service professional with extensive experience at Teleperformance, excelling in problem resolution and customer relations. Proven track record of enhancing customer satisfaction through active listening and effective communication. Skilled in CRM systems and staff training, consistently recognized for exceeding performance metrics and fostering positive customer experiences.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Teleperformance
08.2021 - Current
- Assisted customers with inquiries, resolving issues efficiently and effectively.
- Documented customer interactions accurately in CRM system for future reference.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Adapted quickly to new software tools, improving response time and order processing.
- Provided training support to new staff members, fostering a collaborative work environment.
- Implemented process improvements that streamlined call handling procedures and reduced wait times.
- Analyzed customer feedback trends to identify areas for service enhancement initiatives.
- Led initiatives to improve team performance metrics through targeted coaching sessions.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Warehouse Associate
Pro Logistics
Houston,tx
02.2020 - 2022
- Operated forklifts and pallet jacks to transport materials efficiently across warehouse floor.
- Sorted and organized incoming shipments to maintain inventory accuracy and optimize storage space.
- Assisted in loading and unloading delivery trucks, ensuring adherence to safety protocols.
- Conducted routine inspections of equipment to ensure operational efficiency and prevent downtime.
- Collaborated with team members to achieve daily production goals and improve workflow processes.
- Implemented inventory tracking systems to enhance order fulfillment accuracy and reduce discrepancies.
- Supported quality control efforts by inspecting products for defects before shipment to customers.
Customer Service Representative
Iqor
Houston,tx
07.2018 - 02.2021
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Customer Care Representative
Xerox: Blue Cross Blue Shield of Tennessee RALEIGH
Houston, TX
03.2013 - 01.2018
- Provided exceptional customer support through effective communication and problem-solving skills.
- Assisted customers with inquiries, ensuring accurate information delivery and issue resolution.
- Utilized CRM software to document interactions and track customer feedback efficiently.
- Adapted quickly to new processes and systems, enhancing team productivity.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
Education
High School Diploma -
Aldine High School
11101 Airline Dr05.2008
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Call management
- Paperwork processing
- Order processing
- Documentation
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Staff training
- Technical support
- Quality control
- Live chat support
- Customer education
- Order fulfillment
- Account updating
Timeline
Customer Service Representative
Teleperformance
08.2021 - Current
Warehouse Associate
Pro Logistics
02.2020 - 2022
Customer Service Representative
Iqor
07.2018 - 02.2021
Customer Care Representative
Xerox: Blue Cross Blue Shield of Tennessee RALEIGH
03.2013 - 01.2018
High School Diploma -
Aldine High School