JESENIA MORELL
Tampa
Summary
Energetic assistant manager of 6+ years seeking a career where my personality and leadership can provide amazing customer service. Motivated and driven to grow more, I will succeed in bringing team enthusiasm with my team management skills. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
ACCOUNT SERVICES AND RETENTION SPECIALIST
FRONTIER COMMUNICATIONS
09.2018 - 06.2023
- My duties include handling inbound and outbound calls
- Educated customers on relevant products and options
- Researched recommended services to adress client needs
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
ASSISTANT MANAGER
PANERA BREAD
07.2011 - 09.2018
- My duties include opening the store at 4:30am, counting the safe and in charge of change orders, money orders and deposits
- Scheduling 40+ associates according to their availability, request offs, performance and employees that can be clocked in per hour
- Phone screens and phone interviews through HIREME
- Orientations for new hires
- Ordering and counting food in the inventory, making sure enough will be coming in the next day to serve
- Emailing about repairs and leaks to our maintenance team or vendors
- Handling customer complaints and proving great customer service
- Meeting quotes with sales
- Marking
- Deploying associates to their roles in the café
OFFICE MANAGER
VALUE TAX PREP
01.2012 - 01.2014
- Scheduling
- Checking in and out clients
- Organizing paperwork
- Ordering new products, in charge of all office supplies
- Responding to client emails
- Calling back passed clients from year before to thank them and hope the come back
- Marketing
- Support team
- Engage with customer
- Build relations and understanding
Education
ASSOCIATES DEGREE - ARTS AND SCIENCE, HILLSBOROUGH COMMUNITY
2015
bachelor’s degree - business and accounting
Skills
- Ability to work under pressure
- Ability to work in fast pasted environment
- Time management
- Microsoft Office including Excel privy
- And PowerPoint
- Quick decision making
- Customer service
- Self-motivated
- Team player
- Leadership
- Great communication skills
Languages
Spanish
Native or Bilingual
Timeline
ACCOUNT SERVICES AND RETENTION SPECIALIST
FRONTIER COMMUNICATIONS
09.2018 - 06.2023
OFFICE MANAGER
VALUE TAX PREP
01.2012 - 01.2014
ASSISTANT MANAGER
PANERA BREAD
07.2011 - 09.2018
ASSOCIATES DEGREE - ARTS AND SCIENCE, HILLSBOROUGH COMMUNITY
bachelor’s degree - business and accounting
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