JENETTE SMULLEY
Fredericksburg
Summary
Virtual Receptionist with extensive expertise in managing high-volume call operations, delivering exceptional customer service, and optimizing call handling strategies. Demonstrates advanced skills in technical troubleshooting, communication, and conflict resolution, consistently achieving top-tier satisfaction ratings. Committed to enhancing operational efficiency and ready to contribute to a dynamic customer service or scheduling role.
Overview
24
24
years of professional experience
Work History
Virtual Customer Service Representative
Advantage Telemessaging
Reading
01.2021 - Current
- Handle 250-450 calls daily, ensuring timely message dispatch for urgent matters.
- Achieve 96%-100% performance ratings in customer satisfaction and call handling.
- Support team in escalations and training, enhancing team efficiency.
- Analyze call patterns to optimize strategies, reducing wait times.
- Manage over 400 calls daily, maintaining a 99% customer satisfaction rate.
- Cultivated strong relationships with clients through attentive service, resulting in repeat business and positive referrals.
Home Care Provider
Private Client
Minersville
01.2013 - 01.2018
- Delivered comprehensive care, ensuring medication adherence and daily support for client well-being.
- Organized medical appointments and errands, enhancing client independence and health management.
- Managed household tasks and budget, maintaining a structured and efficient living environment.
- Coordinated medical appointments and transportation, enhancing timely access to healthcare services and promoting client independence.
Clerk/Typist II
PA Department of State
Harrisburg
03.2001 - 04.2002
- Managed accounts and records, ensuring accuracy and timely processing.
- Monitored inventory and handled customer inquiries, enhancing service quality.
- Reported office performance to leadership, driving process improvements.
- Streamlined record management processes, ensuring timely updates and contributing to enhanced operational efficiency.
Education
ASSOCIATE DEGREE - ACCOUNTING
McCann School of Business
Pottsville, PA12.2020
Skills
- Customer Service
- Call Handling
- Appointment Scheduling
- Dispatch
- Microsoft Office
- Technical Troubleshooting
- Attention to Detail
- Communication
- Conflict Resolution
- Time Management
- Prioritization
Timeline
Virtual Customer Service Representative
Advantage Telemessaging
01.2021 - Current
Home Care Provider
Private Client
01.2013 - 01.2018
Clerk/Typist II
PA Department of State
03.2001 - 04.2002
ASSOCIATE DEGREE - ACCOUNTING
McCann School of Business