Hi, I’m
JESSENIA E. Zayas
Rochester,New York
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
years of professional experience
Work History
Maximus Call Center
Customer Service Specialist
08.2019 - 03.2020
Job overview
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Carried out opening and closing functions to meet operational needs underpinning strong customer service.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
Technical Support Service
PREMIUM TECHNICAL SUPPORT REP
01.2016 - 07.2019
Job overview
- Take inbound calls and make outbound calls to frontier customers.
- Assist them with any technical issues they are having with their Windows pc, software, or Mac devices.
- Actively troubleshoot with the customers on the phone guiding them through each step thoroughly and issue any trouble tickets if necessary.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
- Used ticketing systems to manage and process support actions and requests.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Activated accounts for clients interested in new services.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Translated complex technical issues into digestible language for non-technical users.
Verizon Wireless
CUSTOMER SERVICE REP
05.2015 - 12.2015
Job overview
- Calls and assist customers with any bill issues they may have.
- Answer any technical questions they have and escalate to tier 2 if necessary.
Education
SCHOOL OF THE ARTS
HIGH SCHOOL DIPLOMA from vocal and piano
Skills
- Ul>
Complaint resolution
- P>Professional telephone demeanor
- P>Recordkeeping strengths
- P>Good listening skills
- P>Route dispatch
- P>Account management
Additional Information
- 2
Timeline
Customer Service Specialist
Maximus Call Center
08.2019 - 03.2020
PREMIUM TECHNICAL SUPPORT REP
Technical Support Service
01.2016 - 07.2019
CUSTOMER SERVICE REP
Verizon Wireless
05.2015 - 12.2015
SCHOOL OF THE ARTS
HIGH SCHOOL DIPLOMA from vocal and piano
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