Jesseca Keys
Grenada,MS
Summary
Organized and detail-oriented Customer Service Representative who is sociable and enjoys engaging with others. Seeking new opportunities to learn new skills, form new connections, and contribute to an organization's objectives.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
TTEC Services
11.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Service Representative
Conduent
01.2023 - Current
- Inbound Call Center Representative with experience handling Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and Health Reimbursement Arrangements (HRA). Assisted members with account inquiries, balances, claims, and card transactions. Escalated complex issues to the appropriate teams for resolution. Maintained clear communication with members and documented all interactions accurately. Adhered to company policies and regulations. Strong problem-solving skills and ability to work under pressure. Consistently met performance goals for call handling, customer satisfaction, and issue resolution.
Customer Service Representative
Savilinx
01.2019 - 01.2022
- Inbound Call Center Representative who assisted members with their account inquiries. Maintained clear communication with members and accurately documented all interactions.
Customer Service Associate
Walgreens
01.2018 - 01.2019
- Operated registers, stocked merchandise, greeted customers, and assisted with their concerns.
Education
Associate in - Criminal Justice
University of Southern Mississippi
05.2015
Skills
- Fundamental knowledge of healthcare plans
- Salesforce
- Fiserv / Tsys
- Adaptability to high call volume environments
- Microsoft Word 365
- Exceptional communication
- Consistent multitasking and meeting tight deadline
- Demonstrates empathy and persuasive communication skills
Timeline
Customer Service Representative
TTEC Services
11.2024 - Current
Customer Service Representative
Conduent
01.2023 - Current
Customer Service Representative
Savilinx
01.2019 - 01.2022
Customer Service Associate
Walgreens
01.2018 - 01.2019
Associate in - Criminal Justice
University of Southern Mississippi
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