Jessica Camaren Pritchett
Hutto,USA
Summary
Versatile customer service professional with 6+ years of experience in customer-facing roles, including leading teams and implementing process improvements. Proven skills in customer retention, conflict resolution, and product knowledge. Possesses a strong work ethic and a commitment to delivering exceptional customer experiences.
Overview
16
16
years of professional experience
Work History
Senior Retention Representative
TruGreen
04.2023 - Current
- Led a team of 3-28 customer service representatives, providing guidance and support to ensure exceptional customer satisfaction
- Implemented performance metrics to track individual and team performance
- Collaborated with cross-functional teams to identify process improvements and implement solutions that enhanced the overall customer experience
- Mentored and coached team members on effective communication techniques, conflict resolution, and problem-solving skills
- Managed escalated customer issues promptly and effectively, ensuring timely resolution while maintaining positive relationships with customers
- Conducted regular performance evaluations for team members, providing constructive feedback for professional growth opportunities
- Developed strong product knowledge across multiple lines of business to assist customers with inquiries or concerns accurately
- Identified areas of improvement within existing processes through data analysis
- Coordinated weekly meetings with the team to discuss challenges, share success stories, and discuss best practices as well as communicate updates on company policies and procedures
- Trained new hires on company policies & procedures as well as best practices for delivering excellent customer service
- Assisted management in developing strategies aimed at enhancing overall productivity while maintaining high-quality standards
- Helped develop and implement a reward and recognition program to motivate team members
- Resolved complex customer complaints or issues by taking ownership and following through until resolution was achieved
- Served as the main point of contact for VIP customers, ensuring personalized service and addressing their unique needs effectively
- Analyzed call recordings for quality assurance purposes, providing coaching and feedback to improve agent performance
- Maintained up-to-date knowledge of industry regulations impacting the business operations ensuring compliance at all times
- Assisted with recruitment efforts including screening resumes, conducting interviews, and making hiring recommendations
Inbound Retention Representative
TruGreen
03.2023 - 04.2023
- Provided exceptional customer service by promptly addressing and resolving customer inquiries, concerns, and complaints
- Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience
- Managed a high volume of incoming calls, emails, and chats from customers in a timely manner
- Developed strong product knowledge to effectively assist customers with their inquiries and provide accurate information
- Assisted in training new team members on company policies, procedures, and best practices for delivering excellent customer care
- Participated in regular team meetings to discuss challenges, share best practices, and brainstorm ideas for improving the overall quality of service provided
- Consistently met or exceeded individual performance metrics such as response time targets, first-call resolution rate, or CSAT scores
Housekeeper
Pad Suites
10.2022 - Current
- Cleaning rooms
- Tracking inventory
- Laundry
- Small amounts of customer services
Location Manager/Cashier
SHIPLEY DO-NUTS
10.2019 - 09.2022
- Handling the cash register
- Interacting with Customers
- Filling orders
- Cleaning
- Dishes
- Handling refunds
- Handling customer complaints
- Cooking
- Talking with corporate managers during inspections
- Putting in work orders for failed equipment
- Counting the register at the end of the day
- Opening and closing the shop
- Turning profits and CC receipts over to the owner every day
- Training new employees
- Working with IT when computer equipment would fail
- Ordering inventory
- Small amounts of sales marketing
Stay at Home Mother
05.2013 - 10.2019
- I chose to stay home with my children to provide them the best care and education possible
Assistant Manager/Receptionist
Allen Appliance Services
10.2011 - 05.2013
- Scheduling appointments
- Handing customer complaints
- Ordering parts
- Talking with insurance companies to confirm work orders and authorization pricing
- Taking payments for co-pays over the phone and insuring that all co-pays were collected from technicians
- Transferring work orders into the computer and sending completed work orders to insurance companies for payment
Assistant Manager/Receptionist
Allen Appliance Service
12.2008 - 06.2010
- Scheduling appointments
- Handing customer complaints
- Ordering parts
- Talking with insurance companies to confirm work orders and authorization pricing
- Taking payments for co-pays over the phone and insuring that all co-pays were collected from technicians
- Transferring work orders into the computer and sending completed work orders to insurance companies for payment
Education
High school diploma -
Little Elm High School
Little Elm, TX06.2007
Skills
- Customer satisfaction
- Customer support
- Call center experience
- Retention strategies
- Teamwork and collaboration
- Problem-solving
- Calm and professional under pressure
- Computer skills
- Organizational skills
- Adaptability and flexibility
- Verbal and written communication
- Problem resolution
Timeline
Senior Retention Representative
TruGreen
04.2023 - Current
Inbound Retention Representative
TruGreen
03.2023 - 04.2023
Housekeeper
Pad Suites
10.2022 - Current
Location Manager/Cashier
SHIPLEY DO-NUTS
10.2019 - 09.2022
Stay at Home Mother
05.2013 - 10.2019
Assistant Manager/Receptionist
Allen Appliance Services
10.2011 - 05.2013
Assistant Manager/Receptionist
Allen Appliance Service
12.2008 - 06.2010
High school diploma -
Little Elm High School
Similar Profiles
Coda McMullenCoda McMullen
Lawn Specialist at TruGreenLawn Specialist at TruGreen
Vincent ScordinoVincent Scordino
Sales Associate at TrugreenSales Associate at Trugreen
Christian PerezChristian Perez
Yard Technician at TruGreenYard Technician at TruGreen