Jenessa Howard
Houston,Texas
Summary
Hardworking Client Support Specialist with terrific problem-solving and troubleshooting skills. Engaging and personable to promote a "client first" mentality and dedicated to contributing to team-based environments.
Overview
20
20
years of professional experience
Work History
Client Support Specialist
Ticketmaster
01.2022 - Current
- Enhanced client satisfaction by addressing and resolving support issues in a timely manner.
- Boosted customer retention rates through effective problem-solving and prompt communication.
- Streamlined the support process by developing and implementing new procedures for more efficient case management.
- Reduced response times with thorough monitoring of incoming inquiries and prioritizing urgent cases.
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Maintained detailed documentation on client interactions, identifying trends and areas for improvement.
- Expanded product knowledge by participating in ongoing training sessions and staying informed on industry updates.
Ticket Resolution Specialist
Houston Astros Baseball Club
02.2004 - Current
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Streamlined resolution processes with established guidelines, leading to faster outcomes and better customer satisfaction.
- Collaborated effectively with cross-functional teams to provide comprehensive solutions for clients'' concerns.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.
Education
Bachelor of Science - Political Science
Texas Southern University
Houston, TX05.2000
High School Diploma -
High School For Performing And Visual Arts
Houston, TX05.1996
Skills
- Client Relationship Building
- Support Inquiry Assistance
- Client Rapport Building
- Strong Work Ethic
- Customer service orientation
- Process improvement
Accomplishments
- Awarded Employee of the Month in 2016, 2018, 2020 through the Houston Astros for excellence in Customer Service.
- Awarded Rockstar of the Month from Ticketmaster in December 2022 for overall improvement; and January 2024 for exemplary assistance for the 2024 College Football Championship
Timeline
Client Support Specialist
Ticketmaster
01.2022 - Current
Ticket Resolution Specialist
Houston Astros Baseball Club
02.2004 - Current
Bachelor of Science - Political Science
Texas Southern University
High School Diploma -
High School For Performing And Visual Arts