Jeannette Hurley
Liberty Hill,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Customer Service Specialist with background in managing customer inquiries, resolving conflicts and providing solutions to enhance customer satisfaction. Strong communication skills coupled with ability to handle multiple tasks simultaneously have consistently improved operational efficiency. Notable for fostering positive relationships with customers by understanding needs and delivering timely service.
Empathetic Customer Service Specialist known for high productivity and efficient task completion. Skilled in problem-solving, conflict resolution, and time management which enable success in fast-paced environments. Excel at communication, active listening, and empathy to understand customer needs and provide exceptional service.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
Orkin Pest Control
Austin, Texas
07.2023 - Current
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Responded to customer emails with accurate product and service information.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Performed data entry of customer orders into the company's order management system.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Conducted outbound calls to follow up on surveys or solicit additional business opportunities.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Improved customer service wait times to mitigate complaints.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Addressed customer questions and concerns regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Strengthened customer retention by offering discount options.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Contacted customers about potential service upgrades, new services and account changes.
Administrative Clerk
Mobile Edge
Yorba Linda, California
06.2019 - 06.2023
- Managed daily office operations, including scheduling appointments and managing incoming calls.
- Prepared and processed documents such as invoices, reports, memos and correspondence.
- Organized and maintained filing systems both electronically and manually.
- Performed data entry duties to update client information in databases.
- Provided assistance to other departments when needed.
- Ordered supplies and equipment as needed.
- Answered inquiries from customers regarding services or products offered by the company.
- Maintained accurate records of financial transactions using accounting software programs.
- Developed spreadsheets to track accounts receivable balances due from customers.
- Reviewed all invoices for accuracy prior to processing payment requests.
- Created purchase orders for various vendors in accordance with company procedures.
- Verified vendor invoices against purchase orders before submitting them for payment approval.
- Resolved customer complaints in a timely manner.
- Provided administrative support to the executive team.
- Answered phone to take messages or redirect calls to colleagues.
- Maintained records and personnel files to drive administration and office support.
- Delivered exceptional customer service through direct communication with clients and team members.
- Performed office automation duties using email, desktop publishing and spreadsheets.
- Greeted and signed in visitors to facilitate front office operations.
- Monitored logs and work records to track and manage reports, inventory and supplies.
- Processed incoming mail and packages and placed envelopes in bins for employees.
- Wrote email messages, memos and business letters for management and proofread documentation to provide error-free correspondence.
- Leveraged office tools and equipment to copy and distribute forms, reports and correspondence.
- Operated office equipment such as photocopiers, scanners, and fax machines.
- Maintained office supplies inventory by checking stock and ordering new supplies as needed.
- Managed and updated company databases to ensure quick access to critical information.
- Managed daily office operations and administrative support tasks efficiently.
- Liaised with departmental and corporate officials to ensure smooth office operations.
- Entered data into various software programs with high accuracy.
- Handled incoming and outgoing correspondence, including mail, email, and faxes.
- Answered telephones, directed calls, and took messages.
- Maintained and updated filing, inventory and database systems, manually or using computer.
- Operated photocopiers and scanners, facsimile machines and personal computers.
- Communicated with customers, employees and vendors to answer questions and address complaints.
- Copied, sorted and filed records of office activities and business transactions.
Medical Assistant
Student at North Orange County Community College
Anaheim, California
04.2017 - 06.2018
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Administered injections, medications and treatments as directed by the physician.
- Provided assistance to medical staff in performing minor surgical procedures.
Administrative Assistant
Hfs Concepts 4
Long Beach, California
06.2015 - 01.2016
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Created travel arrangements for senior managers according to their requirements.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Processed invoices for payment using accounting software applications.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Prepared expense reports on behalf of executives in accordance with company policies and procedures.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Handled confidential documents in an organized fashion according to established protocol.
- Scheduled appointments between clients and customers and internal staff members.
- Monitored progress on projects assigned by upper management.
- Managed database systems containing customer contact information.
- Answered questions from customers regarding products and services offered by the company.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Directed customer inquiries to appropriate department personnel.
- Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
- Managed daily office operations and maintained office supplies inventory, ensuring efficient workplace functionality.
- Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Handled incoming calls and directed callers to appropriate department or employee.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Responded to customer issues to provide immediate resolution and improve retention.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
- Composed, edited and typed complex memos and reports with job-related software.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Coordinated travel arrangements and completed expense reports for travel reimbursement.
- Coordinated catering services for various functions, including sales trainings and department meetings.
Education
Some College (No Degree) - Medical Assisting
North Orange County Community College
Anaheim, CA06-2018
Some College (No Degree) - Business Administration
Long Beach City College
Long Beach, CASkills
- Customer Retention
- Account Management
- Customer Order Management
- Complaint resolution
- Report Generation
- Call Centers
- Customer Relationship Management (CRM)
- Telephone Etiquette
- Problem Resolution
- De-Escalation Techniques
- Customer Relations
- Conflict Mediation
- Customer Relationship Management
- Customer Service
- Good communication skills
Timeline
Customer Service Specialist
Orkin Pest Control
07.2023 - Current
Administrative Clerk
Mobile Edge
06.2019 - 06.2023
Medical Assistant
Student at North Orange County Community College
04.2017 - 06.2018
Administrative Assistant
Hfs Concepts 4
06.2015 - 01.2016
Some College (No Degree) - Medical Assisting
North Orange County Community College
Some College (No Degree) - Business Administration
Long Beach City College