Jasmine Rachal
Milwaukee,WI
Summary
Highly dedicated and results-driven Call Center Representative with 10 years of experience at Freedom Transportation. Proven expertise in delivering outstanding customer service, resolving complex issues, and enhancing operational efficiency. Strong communication, multitasking, and problem-solving skills with a deep understanding of the transportation industry. Adept at managing high call volumes, providing timely resolutions, and ensuring customer satisfaction. Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Call Center Representative
Freedom Transportation
Milwaukee, WI
08.2013 - Current
- Provide exceptional customer service to clients by managing inbound and outbound calls, assisting with booking, route inquiries, and addressing complaints or issues
- Resolve complex customer complaints by identifying the issue, offering viable solutions, and ensuring timely follow-up, resulting in a 95% customer satisfaction rate
- Manage and track customer inquiries and service requests through CRM software, ensuring accurate and up-to-date records
- Train and mentor new staff members on company policies, call handling procedures, and customer service best practices
- Collaborate with logistics and operations teams to ensure timely and efficient transportation services, improving operational performance by 15%
- Achieve and maintain performance metrics, including call resolution time, customer satisfaction scores, and first-call resolution rates
- Handle sensitive and confidential information with discretion, ensuring compliance with company and industry standards
- Assist with the development and refinement of call center processes to improve efficiency and customer experience
- Participate in periodic quality assurance reviews to ensure call quality standards are met
- Recognized for exceptional customer service with multiple 'Employee of the Month' awards
- Played a pivotal role in reducing call resolution time by 20% through effective troubleshooting and streamlining communication
Cashier Team Lead
Burbachs Hampton Market
Milwaukee, WI
06.2009 - 08.2013
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Built and maintained productive relationships with employees.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Monitored cashier performance, providing feedback as needed.
- Maintained work area and kept cash drawer organized.
- Assisted cashiers with resolving customer complaints and inquiries.
- Checked personal identifications during alcohol and tobacco sales.
- Maintained accurate records of all transactions, ensuring compliance with company policies and procedures.
- Performed daily opening and closing procedures for the register area.
- Ensured compliance with all safety regulations while performing tasks.
- Performed merchandising and signage updates during weekly and seasonal promotional changes.
- Greeted customers promptly and responded to questions.
- Continually evaluated processes for improvement opportunities and implemented changes accordingly.
- Inventoried stock and placed new orders to maintain supplies for expected demand.
- Maintained a clean work environment by sweeping floors and wiping down counters regularly.
- Supported other teams when necessary, such as stocking shelves or bagging groceries.
- Participated in weekly meetings to discuss upcoming promotions, initiatives, and strategies.
- Identified discrepancies between actual sales figures and expected totals.
Education
High School Diploma -
Bradley Technical High School
Milwaukee, WI06-2011
Skills
- Customer Service Excellence
- Call Center Operations
- Problem Resolution & Conflict Management
- Active Listening & Empathy
- CRM Software
- Data Entry & Order Management
- Time Management & Multitasking
- Team Collaboration & Training
- Communication & Interpersonal Skills
- Quality Assurance & Feedback
- Client Relationship Management
- Inbound/Outbound Calling
- Transportation Industry Knowledge
- CRM Systems
- Microsoft Office Suite
- Data Entry & Reporting Tools
- Multi-Line Phone Systems
- Call Recording & Monitoring Tools
- Interpersonal skills
- Quality assurance optimization
- Complaint resolution
Certification
- Certified Customer Service Professional (CCSP), 2016
- Advanced Communication Skills Training, 2016
- Conflict Resolution & Problem-Solving Workshop, 2015
References
Available upon request.
Timeline
Call Center Representative
Freedom Transportation
08.2013 - Current
Cashier Team Lead
Burbachs Hampton Market
06.2009 - 08.2013
High School Diploma -
Bradley Technical High School
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