Summary
Overview
Work History
Education
Skills
Timeline
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Jashira Luna

Vero Beach,FL

Summary

Dynamic Customer Service Representative with a proven track record at Insight Global, adept in complaint resolution and Microsoft Excel. Excelled in maintaining high customer satisfaction, achieving increased loyalty through empathy and effective problem-solving. Skilled in multitasking and professionalism, I significantly contributed to sales growth and customer retention by offering tailored product solutions and exceptional support.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Insight Global
05.2019 - 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

Customer Service Cashier

AT&T
01.2021 - 09.2023
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Ensured cleanliness and organization of checkout area, contributing to positive shopping environment.
  • Resolved customer complaints, leading to noticeable improvement in customer satisfaction ratings.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.
  • Set up new sales displays each week with fresh merchandise.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
  • Processed refunds and exchanges in accordance with company policy.
  • Learned duties for various positions and provided backup at key times.
  • Assisted customers in locating products, improving overall shopping efficiency and satisfaction.
  • Enhanced store security by identifying and reporting suspicious activities.
  • Performed cash, card, and check transactions to complete customer purchases.

Education

High School Diploma -

University Garden High School
San Juan, PR
04-2011

Skills

  • Call center experience
  • Microsoft Excel
  • Complaint resolution
  • Customer satisfaction measurement
  • Follow-up skills
  • Professional telephone demeanor
  • Documentation
  • Live chat support
  • Product and service solutions
  • Warehousing functions
  • Problem-solving abilities
  • Customer Education
  • Stress Tolerance
  • Multitasking
  • Professionalism

Timeline

Customer Service Cashier

AT&T
01.2021 - 09.2023

Customer Service Representative

Insight Global
05.2019 - Current

High School Diploma -

University Garden High School

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Jashira Luna