Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Bonanno

Bradenton

Summary

With a proven track record at Hoveround, I excel in delivering exceptional customer service and technical support, showcasing my critical thinking and active listening skills. My expertise in data entry and call center operations has significantly enhanced customer satisfaction and loyalty, making me a valuable asset to any team.


Overview

19
19
years of professional experience

Work History

Customer Service Representative

Hoveround
09.2023 - Current
  • Answer inbound calls and help with taking care of the customer's needs.
  • Help get orders set up for the Hoveround powered wheelchairs.
  • Call Dr offices and set up mobility exams. and if they needed to be reschedule i would help with that.
  • Call dr offices to try and get the paper work that is needed so we can move the order forward.
  • I did try to enhance customer satisfaction by promptly addressing concerns and providing accurate information. I
  • To Resolve customer complaints with empathy, and answer all questions i could resulting in increased loyalty and repeat business.

Customer Service Representative

Alorica
06.2020 - 09.2023
  • Duties with Alorica was to answer calls for Allybank.
  • answer balance questions,
  • Close and open accounts, help transfer money,
  • Provide information on wires.
  • resetting or creating passwords.
  • worked from home and trained to work incoming chats.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Educated customers about billing, payment processing and support policies and procedures.
  • I left there because Ally Bank required all employees working on there account to be in an office due to nature of information being handled. And since the office i did work for had left the building during covid there was no building to return to.

Technical Support Representative

Hoveround
05.2017 - 05.2020
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Developed and implemented preventive maintenance procedures.
  • Reason i left was i was furlough in 2020 due to Covid pandemic and after several months of not being called back official got notice they were not going to be calling people back

Customer Service Representative

Comcast
09.2005 - 01.2017
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Answered calls and taking care of customer issues
  • Taking payments,
  • Troubleshooting cable problems,
  • setting and rescheduling appointments,
  • In may last few years have been working dispatch.
  • help to ensure they get to their appointments on time.
  • calling subscribers to make sure they are home for their appointments.

Education

High School Diploma -

Lindenhurst
Lindenhurst, NY
06-1992

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center experience

Timeline

Customer Service Representative

Hoveround
09.2023 - Current

Customer Service Representative

Alorica
06.2020 - 09.2023

Technical Support Representative

Hoveround
05.2017 - 05.2020

Customer Service Representative

Comcast
09.2005 - 01.2017

High School Diploma -

Lindenhurst

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Jessica Bonanno