Jessica Brown
New York
Summary
Customer service professional with comprehensive background in delivering high-quality customer information and support. Known for enhancing communication processes and increasing customer satisfaction through strategic problem-solving. Reliable team player with strong interpersonal skills and adaptability to changing situations.
Overview
16
16
years of professional experience
Work History
Customer Information Representative 2
New York City Housing Authority
04.2024 - Current
- Handled high call volumes, prioritizing tasks to meet daily quotas while maintaining excellent customer relations.
- Maintained confidentiality of sensitive customer information per industry regulations and company guidelines.
- Served as a liaison between clients and company departments, expediting communication for faster resolutions.
- Increased efficiency with routine administrative tasks such as filing and record-keeping, contributing to overall team productivity.
- Facilitated smooth communication between customers and other departments for seamless issue resolution.
- Managed escalated calls professionally, effectively de-escalating situations while ensuring positive outcomes.
- Responded to customer requests, offering excellent support and tailored recommendations to address 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.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Information Representative
NEW YORK CITY HOUSING AUTHORITY
01.2020 - Current
- Increased efficiency with routine administrative tasks such as filing and record-keeping, contributing to overall team productivity.
- Contributed to process improvements within the department by suggesting new ideas during team meetings and discussions.
- Maintained high-quality data entry standards to ensure accurate client records and documentation.
- Reduced call wait times with prompt response and effective problem resolution techniques.
- Maintained confidentiality of sensitive customer information per industry regulations and company guidelines.
- Managed escalated calls professionally, effectively de-escalating situations while ensuring positive outcomes.
- Improved customer satisfaction by providing timely and accurate information on products and services.
- Enhanced company reputation through delivering exceptional customer service in a professional manner.
- Handled high call volumes, prioritizing tasks to meet daily quotas while maintaining excellent customer relations.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
Sales Associate
P.C. RICHARD AND SON
11.2018 - 01.2020
- Maintained constant presence on sales floor to address customer needs
- Managed merchandise keeping the displays are efficient for buyers and to ensure that items are priced correctly
- Assisted team members in handling cash registers, organizing inventory rooms, label products, unloading merchandise and cleaning up locations
- Submitting paperwork from Management companies for efficient deliveries to Apartment buildings and other businesses
- Managed returns, exchanges and refunds in accordance with store policy.
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new, and potential customers.
Concierge
CONCORD MANAGEMENT OF NY
01.2016 - 11.2018
- Answering calls professionally and assists callers with directions or instructions for the building
- Assist with the organization of on-site events, such corporate retreats
- Providing real-time scheduling support by booking appointments and preventing conflicts
- Flexible schedule, including nights, weekends and holidays
Concierge
LOTT COMMUNITY DEVELOPMENT CORP
07.2011 - 01.2016
- Maintain logbooks for visitors and contractors
- Observe monitors for suspicious activities
- Assist management with request for residents
- Monitor lobby traffic and alert residents to arriving guests and deliveries
- Receive and process incoming and outgoing laundry, shipments and/or mail/packages
Self Employee
AVON REPRESENTATIVE
08.2008 - 07.2010
- Selling products and services using solid arguments to prospective customers
- Performing cost-benefit analyses of existing and potential customers
- Maintaining positive business relationships to ensure future sales
- Helping determine pricing schedules for quotes, promotions, and negotiations
- Preparing weekly and monthly reports, meeting or exceeding sales goals
Education
Bachelor of Arts - Social Science
THE COLLEGE OF NEW ROCHELLE
New Rochelle, NY01.2016
High School Diploma - undefined
Life Sciences of Secondary School
06.2008
Skills
- Proficient in MS Office Suite, Windows XP, Vista; Retail Software
- Organization
- Complaint handling
- Customer service
- Problem-solving
- Call center experience
- Problem resolution
- Data entry
- Microsoft outlook
- Follow-up skills
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Supervised team of [Number] staff members.
- Documented and resolved [Issue] which led to [Results].
Timeline
Customer Information Representative 2
New York City Housing Authority
04.2024 - Current
Customer Information Representative
NEW YORK CITY HOUSING AUTHORITY
01.2020 - Current
Sales Associate
P.C. RICHARD AND SON
11.2018 - 01.2020
Concierge
CONCORD MANAGEMENT OF NY
01.2016 - 11.2018
Concierge
LOTT COMMUNITY DEVELOPMENT CORP
07.2011 - 01.2016
Self Employee
AVON REPRESENTATIVE
08.2008 - 07.2010
High School Diploma - undefined
Life Sciences of Secondary School
Bachelor of Arts - Social Science
THE COLLEGE OF NEW ROCHELLE
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