Summary
Overview
Work History
Education
Skills
Timeline
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Jassenia Caraballo

Sebring

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

MCI - Savannah
10.2024 - 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.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • 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.

Social Media Marketing Director

We’Outhea Apparel
04.2021 - Current
  • Develops social media marketing campaigns
  • Update content across various social media channels
  • Engage with followers and customers
  • Resolve customer queries
  • Keeping up with latest social media trends
  • Analyzing campaign data
  • Monitor SEO and website traffic
  • Strengthen relationships with social media influencers
  • Communicate with stakeholders and senior management
  • Established measurable objectives and key performance indicators to track success over time.
  • Collaborated with sales teams to identify opportunities for lead generation through social media platforms.
  • Monitored and analyzed performance data to optimize social media efforts for maximum impact.
  • Enhanced audience growth by conducting regular audits of competitor strategies and adjusting tactics accordingly.

Store Associate

7-eleven
06.2023 - 10.2023
  • Providing prompt, efficient and courteous customer service
  • Stock merchandise
  • Worked closely with fellow associates to create a positive work environment, fostering teamwork and mutual support.
  • Check in merchandise deliveries from vendors
  • Resolved customer inquiries and issues promptly, demonstrating excellent communication skills.
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Increased customer satisfaction by providing efficient and friendly service while handling transactions.
  • Maintained a clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
  • Handled cash register operations accurately, balancing drawers at the end of each shift.

Customer Service Representative

The Results Company
10.2021 - 04.2022
  • Managing a large amount of inbound and making outbound calls in a timely manner
  • Following call center scripts when handling different topics
  • Identify customer's needs, clarify information, research every issue and provide solutions
  • Seize opportunities to upsell products when they arise
  • Meet personal and team qualitative and quantitative targets
  • 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 strong product knowledge to provide informed recommendations based on individual customer needs.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Managed timely and effective replacement of damaged or missing products.

Education

High School Diploma -

Sebring High School
Sebring, FL
05-1997

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Payment processing
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Call management
  • Product knowledge
  • Order processing
  • Microsoft Office Suite
  • Building rapport
  • Technical support
  • Product sales
  • Clerical support
  • Live chat support
  • Stock management
  • CRM software

Timeline

Customer Service Representative

MCI - Savannah
10.2024 - Current

Store Associate

7-eleven
06.2023 - 10.2023

Customer Service Representative

The Results Company
10.2021 - 04.2022

Social Media Marketing Director

We’Outhea Apparel
04.2021 - Current

High School Diploma -

Sebring High School

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Jassenia Caraballo