Jessica Branch
Dallas ,TX
Summary
Accomplished Customer Service Supervisor with a proven track record at Cigna, enhancing team collaboration and boosting service quality by addressing complex issues. Skilled in problem-solving and leadership, demonstrated through significant improvements in customer satisfaction and operational efficiency. Expert in time management and fostering high morale, contributing to a positive and productive work environment.
Overview
13
13
years of professional experience
Work History
(Remote) Customer Service Supervisor
Cigna
03.2020 - 07.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Data Entry/Account Administrative Representative
Conduent Call Center
10.2015 - 07.2019
- Collaborated with marketing department to develop targeted promotional materials for the sales team, resulting in a higher conversion rate among potential clients.
- Reduced errors in financial reporting by diligently reviewing account reconciliations and discrepancies before submission to management.
- Assisted in annual budget development by providing accurate financial data analysis and forecasting.
- Provided training support for new team members, facilitating their smooth integration into established workflows.
Customer Services Representative
Teleperformance
04.2011 - 12.2015
- 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.
Education
Bachelor of Arts - Business Administration And Management
Dallas College
Dallas, TX05.2013
Skills
Problem-Solving
Time Management
Customer Service
Team Building and Leadership
Timeline
(Remote) Customer Service Supervisor
Cigna
03.2020 - 07.2024
Data Entry/Account Administrative Representative
Conduent Call Center
10.2015 - 07.2019
Customer Services Representative
Teleperformance
04.2011 - 12.2015
Bachelor of Arts - Business Administration And Management
Dallas College