Jessica Carello
Ishpeming,MI
Summary
I am a knowledgeable and dedicated customer service professional with extensive experience in the utility/energy supply industry. I am a team player with an outgoing, positive demeanor and am motivated to maintain customer satisfaction and contribute to company success. I specialize in quality, speed and project management. I have experience in coaching and training in the same industry and have worked alongside a quality assurance professional to improve processes and agent understanding of those processes.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Upper Peninsula Power Company
Ishpeming , Michigan
08.2019 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided feedback to supervisors to help improve our processes and increase customer satisfaction.
- Performed multiple billing tasks to ensure billing accuracy and timeliness.
Client Services Specialist
Superior Contact
Marquette , MI
04.2017 - 08.2019
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
- Analyzed agent call documentation to identify call trends and find errors that would warrant coaching and training.
- Provided coaching and training to agents where needed, collaborating with quality assurance and the training team to conduct these sessions effectively.
- Updated training documents as needed to ensure the agents had what they needed to correctly handle calls and documentation.
- Analyzed call trends and reported them to the client to be proactive in resolving common customer issues.
Customer Service Representative
Superior Contact
Marquette , Michigan
03.2016 - 04.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
Ishpeming High School
Ishpeming, MI06.2015
Skills
- Soft Skills
- Detail-Oriented
- Analytical Problem Solving
- Active Listening
- Computer Skills
- Time Management
- Project Management
- Understanding Customer Needs
Timeline
Customer Service Representative
Upper Peninsula Power Company
08.2019 - Current
Client Services Specialist
Superior Contact
04.2017 - 08.2019
Customer Service Representative
Superior Contact
03.2016 - 04.2017
High School Diploma -
Ishpeming High School
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