Janessa Tupe
Orem,Utah
Summary
Results-driven Call Center Lead with expertise in effective communication, team leadership, and conflict resolution. Known for high productivity and efficient task completion. Skilled in resolving customer issues and enhancing team performance through empathy, patience, and active listening. Committed to fostering a positive work environment and delivering exceptional customer service.
Overview
5
5
years of professional experience
Work History
Retail Representative
Nike
Lehi, UT
07.2022 - Current
- Handled customer complaints professionally while following company procedures over the phone.
- Maintained accurate records of inventory levels, sales transactions, and other related data.
- Assisted with product selection, ordering, returns and exchanges of merchandise.
- Informed customers about discounts and special offers.
Dispatcher
All Pro Security
07.2021 - 07.2022
- Coordinates communication between work and security crews to customers.
- Dispatching emergency workers or security officers to the location of a call.
- Answering calls and entering data into the company's work site as well as doing reports for the night.
- Reporting every call and time stamp in detail
- Ensuring that everything runs smoothly by coordinating with customers, providing precise logistics for drivers to follow along on their mobile routes, or static sites.
Call Center Team Lead
DHL Optimal Ship
Rexburg, ID
07.2020 - 07.2021
- Monitored incoming calls, emails, and chat messages for quality assurance purposes.
- Maintained up-to-date knowledge of products, services, policies, and procedures.
- Developed action plans to improve customer service and sales results for your sales team.
Technician III
ThermoFisher Scientific
08.2019 - 06.2020
- Communicate with a team of other technicians in the manufacturing of medical supplies, specializing in chambers.
- Consistently maintain strong communication with various departments and ThermoFisher Scientific locations
- Maintained product integrity to meet FDA standards using WID and FCD protocols
- Verified product functionality and readiness for dispatch
Skills
- Complaint Resolution
- Technical Support
- Customer Rapport
- Problem-Solving Skills
- Empathetic Communicator
References
- (Previous Manager) Malina Scacchi, malina.scacchi@shutterfly.com
- (Previous Supervisor) Julia Eckart, julia.eckart144@gmail.com
- (Former Team Lead) Monique Wong, moniquec808@gmail.com
Timeline
Retail Representative
Nike
07.2022 - Current
Dispatcher
All Pro Security
07.2021 - 07.2022
Call Center Team Lead
DHL Optimal Ship
07.2020 - 07.2021
Technician III
ThermoFisher Scientific
08.2019 - 06.2020