Jessica Barber
Boise,ID
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. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Overview
20
20
years of professional experience
Work History
Crew Member
Darmody Enterprises
01.2018 - Current
- Worked all service areas.
- Improved customer satisfaction by providing friendly and efficient service at all times.
- Demonstrated strong multitasking abilities, handling multiple tasks simultaneously without compromising quality or efficiency.
- Cleaned and maintained all areas to promote clean image.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked well with teammates and accepted coaching from management team.
- Became familiar with products to answer questions and make suggestions.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
- Exceeded performance expectations consistently, receiving recognition from supervisors for dedication to job responsibilities.
- Assisted with financial tasks such as cash handling, drawer reconciliation, and end-of-day deposits when needed.
CSR. Dispatch. Office
Juarez Drywall
11.2016 - Current
- Managed and distributed daily schedules.
- Managed multiple telephone lines.
- Responsible for most efficient routes.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Outbound calls for customer service.
- Outbound calls for sales lead.
Call Center Supervisor
Maximus Call Center
08.2013 - 08.2014
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Supervised 45 CSRs in providing excellent customer service to callers requiring assistance for all times.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Conducted performance reviews to identify areas for improvement, setting clear objectives for team members.
CSR, Coach, Sr. Represent.
T-Mobile Call Center
07.2004 - 01.2013
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
Education
High School Diploma -
Ririe High School
Ririe, ID05.1999
Skills
- Customer Service
- Teamwork and Collaboration
- Time Management
- Problem-Solving
- Data Entry
- Dispatch software
- Dispatching procedures
- Dispatch Coordination
- Schedule Management
- Updating logs
- Customer Relationship Management
- Route Navigation
- Routing orders
- Maintaining call metrics
- Active Listening
- Organizational Skills
- Microsoft Office
- Team Leadership
- Verbal and written communication
- Complex Problem-Solving
- Operations Management
- Staff Management
- Performance Evaluations
- Business Administration
Timeline
Crew Member
Darmody Enterprises
01.2018 - Current
CSR. Dispatch. Office
Juarez Drywall
11.2016 - Current
Call Center Supervisor
Maximus Call Center
08.2013 - 08.2014
CSR, Coach, Sr. Represent.
T-Mobile Call Center
07.2004 - 01.2013
High School Diploma -
Ririe High School
Similar Profiles
Gabriel WhitmoreGabriel Whitmore
Primary Maintenance at Darmody EnterprisesPrimary Maintenance at Darmody Enterprises
Kylie DarmodyKylie Darmody
Bookkeeper at Darmody FencingBookkeeper at Darmody Fencing
Lewis McCanceLewis McCance
CDL A OTR Truck Driver at US XPRESS ENTERPRISES, INC, Werner EnterprisesCDL A OTR Truck Driver at US XPRESS ENTERPRISES, INC, Werner Enterprises