Jessica Brock

Customer Service Leader

Averitt Express

07.2000 - Current

Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Resolved customer service issues using company processes and policies and provided updates to customers.
Utilized active listening skills to identify customer needs and provide appropriate solutions.
Coached new team members on service techniques and provided scoring through quality assurance program.
Escalated issues to proper supervisors when standard processes were not effective.
Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Reviewed associate performance to identify training needs.
Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Effectively managed a high-volume workload, consistently meeting or exceeding performance targets while maintaining quality standards.
Optimized workflows by analyzing call patterns and reallocating resources accordingly, maximizing productivity during peak hours.
Conferred with senior management to handle and correct disciplinary or knowledge issues.
Balanced multiple priorities in a fast-paced environment, consistently meeting deadlines while maintaining high levels of customer satisfaction.
Promoted a positive work environment that encouraged open communication between team members, leading to higher levels of employee engagement.
Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
Increased customer retention with personalized service, building long-term relationships based on trust and loyalty.
Implemented quality assurance measures to monitor performance, identify areas for improvement, and maintain the highest standards of customer service excellence.
Implemented new processes to improve response times, resulting in higher rates of resolved customer inquiries.
Delivered comprehensive training programs for new hires that ensured consistent service delivery standards across the organization.
Conducted regular team meetings to review performance metrics, identify areas for improvement, and promote collaboration among team members.
Streamlined call center operations for increased efficiency through effective team leadership and training initiatives.
Reduced average handle time by implementing more efficient problem-solving techniques without compromising service quality.
Managed escalated customer concerns with professionalism, empathy, and tactful negotiation skills that resulted in satisfactory resolutions for all parties involved.
Coordinated responses for key accounts, using business acumen, and attention to detail to balance company and customer demands.
Collaborated with cross-functional departments to address customer issues holistically, ensuring quick resolutions and overall satisfaction.
Championed staff recognition programs designed to boost morale, increase motivation, and reduce attrition rates within the department.
Mentored junior customer service representatives, providing guidance on best practices and fostering professional development within the team.
Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
Trained and supervised team of customer service representatives in providing quality service to customers.
Evaluated customer service staff performance and provided constructive feedback.
Met customer call guidelines for service levels, handle time and productivity.
Investigated and resolved customer inquiries and complaints quickly.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Delivered prompt service to prioritize customer needs.
Exhibited high energy and professionalism when dealing with clients and staff.
Followed up with customers about resolved issues to maintain high standards of customer service.
Maintained up-to-date knowledge of product and service changes.
Educated customers about billing, payment processing and support policies and procedures.
Responded proactively and positively to rapid change.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Sought ways to improve processes and services provided.
Identified and resolved discrepancies and errors in customer accounts.
Cross-trained and provided backup support for organizational leadership.
Investigated and resolved accounting, service and delivery concerns.

Summary

Overview

Work History

Customer Service Leader

Education

Visual Communication

High School Diploma -

Skills

Interests

Timeline

Customer Service Leader

Visual Communication

High School Diploma -

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