Jessica Bermudez
Brandon,FL
Summary
Motivated customer service professional with proven record of building dynamic relationships and retaining clients. Highly effective in coaching peers while demonstrating exemplary communication skills. Skilled professional with an extensive background in customer service. Calm and poised in the most pressure-driven situations.
Overview
9
9
years of professional experience
Work History
Live Chat Agent
Rent The Runway
02.2024 - Current
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Developed exemplary writing skills through continued correspondence with upwards of 4 chats at one time and 13 customers per hour.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Enco
01.2024 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Reconnected Water and/or Electric services after payments.
- Terminated services as well as updated contact information as customers moved
Customer Service Representative
Change Health
01.2023 - 10.2023
- Assisted with health plan enrollments and disenrollment to health plans.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced member satisfaction by effectively addressing and resolving health plan inquiries and concerns.
- Conducted comprehensive assessments to determine appropriate health plan offerings for individual needs.
Email/Chat Support Representative
SOI Pressure Washing
01.2020 - 12.2022
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
Chat Support Representative
Spectrum
03.2018 - 12.2020
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
Dispatcher
JG Waste Removal
01.2015 - 12.2017
- Directed dispatching, routing, and tracking of 5 fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls and pick ups. Scheduled and organized delivery routes.
- Answered phone calls and responded to customer emails.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Monitored GPS systems for real time tracking of vehicles.
- Maximized customer satisfaction with timely communication and proactive problemsolving.
Education
High School Diploma -
Winter Park High
Winter Park, FL05.2006
Skills
- Customer services
- People Skills
- Quick Typing
- Writing skills
- Customer Engagement
- Relationship Building
- Language Fluency in 2 languages
- De-Escalation Techniques
- LiveChat Messaging
- Remote Office Availability
- Following scripts
- Route Management
- Account updating
- Telephone Etiquette
- Empathy Display
- Calm and Professional Under Pressure
- Computer Skills
- Microsoft Office
- Data Entry
- Quality Control
- MS Office
Timeline
Live Chat Agent
Rent The Runway
02.2024 - Current
Customer Service Representative
Enco
01.2024 - 05.2024
Customer Service Representative
Change Health
01.2023 - 10.2023
Email/Chat Support Representative
SOI Pressure Washing
01.2020 - 12.2022
Chat Support Representative
Spectrum
03.2018 - 12.2020
Dispatcher
JG Waste Removal
01.2015 - 12.2017
High School Diploma -
Winter Park High