Jennifer Casals
Customer Service & Sales Specialist
Orlando,FL
Summary
20 Years of customer service experience have honed skills in communication, leadership, and sales expertise. An ability to build strong relationships and resolve issues has consistently enhanced client satisfaction and team performance. While skills in multitasking and problem-solving have provided confidence in fast paced and high stress positions.
Overview
11
11
years of professional experience
Work History
Team Leader & Trainer, Sales Operations
Smiley Girl Promotions
Miami, FL
01.2020 - 06.2022
- Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
- Mentored junior staff members, helping develop sales and leadership potential.
- Provided ongoing support to direct reports, addressing concerns or questions promptly in order to maintain focus on current tasks.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance
- Maintained inclusive and diverse team culture, promoting respect and understanding among all members
Account Manager
Monkey Rum
Central & South, Florida
05.2015 - 02.2020
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained nearly 100% client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
Customer Service Representative
Walgreens
Miami Beach, Florida
11.2011 - 04.2014
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Game Development & Design
Full Sail University
Orlando, FL 08.2004 -
Skills
20 Years Customer Service Experience
Communication & Leadership
Client Support
Sales Expertise
Organization & Prioritization
Accuracy & Attention to Detail
Multitasking
Problem-Solving
Adaptability
Timeline
Team Leader & Trainer, Sales Operations
Smiley Girl Promotions
01.2020 - 06.2022
Account Manager
Monkey Rum
05.2015 - 02.2020
Customer Service Representative
Walgreens
11.2011 - 04.2014
Game Development & Design
Full Sail University
08.2004 -