Jannie Dufresne
Boynton Beach,USA
Summary
Sales and customer service professional with a proven track record in high-productivity environments, consistently exceeding performance targets. Expertise in customer relationship management, negotiation, and strategic planning. Strong communication, adaptability, and problem-solving skills drive success in competitive sales situations. Committed to leveraging organizational abilities to support company growth and enhance team performance.
Overview
8
8
years of professional experience
Work History
Customer Sales Representative
Carnival Cruise Lines
Miami, FL
01.2023 - 11.2025
- Served on front lines of guest and Travel Agent partner experience.
- Interacted with guests and Travel Agent partners via phone regarding Carnival cruises and destinations.
- Provided consistent, high-quality support to all guests and partners.
- Researched and navigated resources to address inquiries from guests and Travel Agent partners.
- Utilized Carnival’s website and internal tools to independently resolve inquiries.
- Documented all calls, resolutions, and follow-up actions accurately.
Customer Service Representative
Agero Roadside Assistance
Boynton Beach, Florida
12.2022 - 10.2024
- Delivered 24/7 inbound call service for roadside assistance and client service requests.
- Secured appropriate towing assistance by placing outbound calls to client service providers.
- Coordinated follow-up calls to ensure clarity and additional services as needed.
- Transferred calls to designated internal support departments or account representatives.
- Probed customer needs based on specific vehicle inoperability situations.
- Utilized Google Maps and client tools to identify customer locations accurately.
- Provided policy coverage details tailored to specific client programs.
- Updated customers on status after processing initial assistance requests.
Customer Support Specialist
Intuit Proconnect
Remote, USA
01.2019 - 04.2019
- Resolved customer inquiries via inbound calls regarding software usage issues.
- Served as liaison between customers and Proseries Systems, facilitating effective communication.
- Managed quality communication and product representation for each client.
- Handled over 45 phone calls daily, delivering first-level support and troubleshooting assistance.
- Collaborated with IT department to report bugs and operating system crashes.
- Communicated with customers to identify issues and guide them through troubleshooting steps.
- Escalated program issues and inventory requirements to supervisors, ensuring timely resolution.
- Multitasked across systems to resolve a wide range of technical issues within Proseries Tax software.
Seller Support Agent
eBay
11.2017 - 03.2018
- Provided thorough support and problem resolution for customers.
- Handled a large volume of phone calls, chat and emails.
- Assisted with lead generation.
- Responded to customer service emails in a timely and effective manner.
- Provided real-time support to everyday users of eBay.com.
- Maintained up-to-date knowledge of site policies regarding payments, refunds, and shipping.
- Cultivated strong value-added relationships with customers daily by delivering product knowledge to drive business development.
- Assisted approximately 5 customers each hour with Sellerhub questions or issues through inbound calls.
Education
Bachelor of Science - Biology
Florida Atlantic University
Boca Raton, FL01.2014
Skills
- Customer service and support
- Call center operations
- System navigation
- Product knowledge
- Problem solving
- Inbound call management
- Payment processing
- Program design
- Technical support
- Communication skills
- Software troubleshooting
- Help desk assistance
- Organizational skills
Timeline
Customer Sales Representative
Carnival Cruise Lines
01.2023 - 11.2025
Customer Service Representative
Agero Roadside Assistance
12.2022 - 10.2024
Customer Support Specialist
Intuit Proconnect
01.2019 - 04.2019
Seller Support Agent
eBay
11.2017 - 03.2018
Bachelor of Science - Biology
Florida Atlantic University