Jasmine Enwerem
Houston,TX
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction by 20% at Integrated Community Services through expert complaint resolution and creative thinking. Excelled in data analytics and Microsoft Office Suite, mentoring new hires and surpassing performance metrics. Skilled in active listening and effective communication, consistently delivering results beyond expectations. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Staples
04.2021 - Current
- Exceeded performance metrics consistently, earning recognition as top performer within team
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes
- Managed high-volume call center, averaging 60+ calls daily with 90% customer issue resolution rate, exceeding departmental standards by 15%
- Implemented process improvements that reduced average call handling time by 15%, resulting in increased efficiency and 20% improvement in customer satisfaction scores
- Received commendations from customers for professionalism and proactive assistance
- Successfully trained and mentored 5 new customer service representatives, improving team cohesion and performance at Integrated Community Services
- 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.
Customer Service Representative
Integrated Community Services
07.2018 - 05.2021
- Conducted training sessions for Customer Service Representatives on various aspects of job including soft skills development, product knowledge enhancement, and procedural updates
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes
- Resolved customer inquiries, complaints, and service requests, maintaining a satisfaction rate of 95%
- Led training sessions for 5 new hires, improving team performance and adherence to service standards
- Developed customer service guidelines that led to 20% increase in customer satisfaction scores
- Implemented customer service guidelines that resulted in 20% increase in customer satisfaction scores at Integrated Community Services
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
High School Diploma -
Skills
- Paperwork Processing
- Data Collection
- Complaint resolution
- Operating Systems: Windows, Mac
- Excellent Verbal and Written Communication Skills
- Proficient in Microsoft Office Suite
- Customer Management and Telephone Systems
- Creative Thinking
- Conflict Resolution
- Active Listening
- Product Knowledge
- Appointment Scheduling
- Data Entry
Timeline
Customer Service Representative
Staples
04.2021 - Current
Customer Service Representative
Integrated Community Services
07.2018 - 05.2021