Jasper Atakefa
Hawthorne,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in multiple industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Made In Cookware
02.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Onboarding Specialist
Wojo Media
07.2022 - 02.2023
- Developed and updated onboarding materials, keeping pace with changes to market place and company.
- Reviewed onboarding processes regularly, identifying and correcting deficiencies.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Onboarded new customers and explained to them the objectives and expectations of the program.
- Was the laison between different internal teams working on a customer's account.
Customer Service Representative
The Podcast Movement
07.2022 - 08.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Made sure booking issues with hotel for guest accommodations were settled promptly
- Recommended products to customers, thoroughly explaining details.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Resolved 30+ issues over phone and email with customers daily
Student Advocate
Chegg
05.2020 - 11.2021
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
- Made sure students had seamless experienced using our products.
- Provided refunds and resolved issues relating to account suspensions promptly.
- Helped in troubleshooting students technical issues.
IT Quality Assurance Manager
LDG Reliance
05.2019 - 10.2021
- Monitored staff organization and suggested improvements to daily functionality.
- Implemented new quality assurance and customer service standards.
- Developed, implemented, and managed processes to ensure that products meet required specifications for quality, function, and reliability prior to delivery.
- Identified and analyzed issues, bugs, defects, and other problems, particularly when problems recur in multiple products; recommended and facilitated solutions to these issues.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
Customer Service Representative
Recliner
01.2021 - 07.2021
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Dispatch Operator
24Hr Truck Services
08.2019 - 05.2020
- Directed dispatching, routing and tracking of mechanics for fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over 50 daily calls.
- Evaluated and adjusted over 350 routes based on daily needs, available mechanics, traffic hazards and weather conditions.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Received new orders, prepared documentation and assigned personnel.
- Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
Account Executive
American Imaginations
02.2017 - 06.2019
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Prospected new clientele through networking, cold calling, canvassing and referrals.
- Drove new business development through qualifying leads, building relationships and executing strategic sales.
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Managed sales cycle from first contact to established customer sale and maintained solid customer base.
- Reviewed accounts monthly to monitor and track customer satisfaction and complaints.
- Contacted customers as issues arose to provide prompt resolutions.
- Recorded and maintained sales prospect and sales data within customer relationship management system.
- Identified customer needs and achieved service levels that met and exceeded expectations.
Technical Support Representative
Intercontinental Virtual Workforce
01.2013 - 01.2017
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Activated accounts for clients interested in new services.
Education
Bachelor of Science - Information Technology
University of The Cordilleras
Baguio, Philippines 04.2017
Skills
- Data Entry and Maintenance
- Order and Refund Processing
- Computer Proficiency
- Online Chat
- Complex Product Knowledge
- Livechat Messaging
- First-Tier Technical Support
- Skilled in Microsoft Office and G Suite
- Administrative and Office Support
- Critical Thinking
- Team-Oriented and Cooperative
- Inbound and Outbound Calling
- Credit Card Payment Processing
- Account Management
- Order Fulfillment
- Microsoft Excel
- Microsoft Word
- Customer Relations
- CRM Software
Software and CRM's
Freshdesk, Zendesk, Stripe, Gladly, Zohodesk, Sparkcentral, LivePerson, Slack, Google Suite, Microsoft Office
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Representative
Made In Cookware
02.2023 - Current
Onboarding Specialist
Wojo Media
07.2022 - 02.2023
Customer Service Representative
The Podcast Movement
07.2022 - 08.2022
Customer Service Representative
Recliner
01.2021 - 07.2021
Student Advocate
Chegg
05.2020 - 11.2021
Dispatch Operator
24Hr Truck Services
08.2019 - 05.2020
IT Quality Assurance Manager
LDG Reliance
05.2019 - 10.2021
Account Executive
American Imaginations
02.2017 - 06.2019
Technical Support Representative
Intercontinental Virtual Workforce
01.2013 - 01.2017
Bachelor of Science - Information Technology
University of The Cordilleras
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