Jammie Pineda
San Bernardino,CA
Summary
Dynamic Customer Service Representative with proven expertise at Team Ambitious, excelling in conflict resolution and upselling. Recognized for enhancing customer loyalty through empathetic complaint handling and effective problem-solving. Skilled in Microsoft Excel and active listening, consistently exceeding performance metrics and fostering team development for improved service delivery.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Team Ambitious
San Bernardino, CA
03.2015 - Current
- 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.
- 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.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- 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.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
No Degree - Business
San Bernardino Valley College
San Bernardino, CAGED - General Studies
Chaffee
Rancho Cucamonga, CA11.2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Scheduling
- Team development
- Microsoft PowerPoint
- Staff training
- De-escalation techniques
- Product sales
- Multi-line phone talent
- Coordination
- Sales expertise
- Assertiveness
- Spreadsheets
- Service upselling
- Office equipment proficiency
Timeline
Customer Service Representative
Team Ambitious
03.2015 - Current
No Degree - Business
San Bernardino Valley College
GED - General Studies
Chaffee