Jessica Branch
Dallas ,TX
Summary
Experienced professional with a strong background in customer interactions and service solutions. Skilled in conflict resolution, communication, and problem-solving to ensure maximum customer satisfaction and loyalty. Excels as a collaborative team member, adapting to changing needs while consistently achieving results through efficient and empathetic service. Known for reliability and a proactive approach in meeting customer and organizational goals.
Overview
14
14
years of professional experience
Work History
(Remote) Customer Service Supervisor
Cigna
03.2020 - 11.2024
- 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.
Customer Service Representative
Conduent Call Center
10.2015 - 07.2019
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
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 30 or more incoming calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
Bachelor of Arts - Business Administration And Management
Dallas College
Dallas, TX05.2013
Skills
- Problem-Solving
- Time Management
- Customer Service
- Customer Relations
- MS Office
- Call Monitoring
- Microsoft Office
- Multitasking and organization
- Relationship building
Timeline
(Remote) Customer Service Supervisor
Cigna
03.2020 - 11.2024
Customer Service 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
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