Jamie Hurtgam
Summary
Hardworking and reliable telecommunications professional with strong ability in communication skills and experience with handling stressful situations. Offering computer knowledge, proficiency and a high desire to learn. Highly organized, proactive and punctual with team-oriented mentality. A professional who is Organized and thorough in documenting calls.
Overview
22
22
years of professional experience
Work History
Customer Service Champion
Verizon Wireless
12.2011 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Reduced call handle times, prioritizing first-call resolutions to improve customer interactions.
- Built loyal clientele by delivering personalized solutions that catered to individual needs and preferences.
- Managed high-stress situations calmly, ensuring positive outcomes for all parties involved.
- Excellent communication skills, both verbal and written.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Rideshare Driver
Uber & Lyft
03.2021 - Current
- Delivered passengers to destinations safely and on time.
- Built and maintained positive relationships with passengers by providing friendly and professional service.
- Resolved conflicts professionally, addressing any passenger concerns or issues calmly and effectively.
- Responded to passenger concerns and complaints politely and professionally.
- Kept meticulous records of mileage, expenses, and maintenance tasks for accurate reporting purposes.
- Increased repeat business through exceptional customer service, resulting in numerous positive reviews on the rideshare platform.
- Observed city, street and highway driving regulations and took necessary driving precautions when transporting customers.
- Responded with ease to sudden changes in routes and schedules.
Office Manager
Xclusive Staffing
02.2021 - 12.2021
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established strong relationships with local tourism partners, generating leads on potential visitors requiring accommodations.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Motivated staff to perform at peak efficiency and quality.
- Liaised between servers and upper management to address issues and manage challenges.
- Enforced compliance with food safety and sanitation standards throughout restaurant.
- Managed multiple servers across diverse platforms, ensuring seamless integration and interoperability.
Customer Service Representative
Bank Of America
11.2008 - 02.2011
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
1-800-flowers.com
12.2001 - 11.2008
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Associates of Pre-business - Accounting
New Mexico State University At Alamogordo
Alamogordo, NM05.2001
High School Diploma -
Alamogordo High School
Alamogordo, NM05.1994
Skills
- Decision-Making
- Telephone Etiquette
- Prioritizing Situations
- Problem-Solving
- Analytical Thinking
- Multitasking
- Map Reading
- Time management abilities
- Documentation
- Problem-solving aptitude
- Active Listening
- Critical Thinking
- Computer Skills
- Good Judgment
- CPR and First Aid
- Attention to Detail
Timeline
Rideshare Driver
Uber & Lyft
03.2021 - Current
Office Manager
Xclusive Staffing
02.2021 - 12.2021
Customer Service Champion
Verizon Wireless
12.2011 - Current
Customer Service Representative
Bank Of America
11.2008 - 02.2011
Customer Service Representative
1-800-flowers.com
12.2001 - 11.2008
Associates of Pre-business - Accounting
New Mexico State University At Alamogordo
High School Diploma -
Alamogordo High School