Jessica Castellanos
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Customer Service Advocate
United Healthgroup
09.2022 - 08.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Completed opening and closing functions to meet operational needs.
- Provide pharmacy benefit information to customers.
Concierge Agent
Hilton Grand Vacations
02.2018 - 06.2022
- Call guest to remind them of upcoming vacation. To make sure they were still qualified to attend timeshare sales presentation.
- Won Q1 award for most qualified tours
- Won 2021 silver award for qualified tours
- Provide excellent customer service to guest.
Packer
Amazon
08.2017 - 01.2018
- Mark and label containers with accurate shipping information to prevent delays.
- Review packing slips and other documentation to properly box requested items for shipment.
- Adhered to product safety and hygiene guidelines for health and regulatory compliance.
- Assemble customer orders from stock and packed items in boxes.
Cashier
Sams Club Distribution
08.2016 - 01.2017
- Collect payments and provide accurate change.
- Complete daily recovery tasks to keep areas clean and neat for maximum productivity.
- Help customers find specific products, answer questions and offer product advice.
- Worked closely with front-end staff to assist customers.
Sales Associate
Beauty Supply Warehouse
05.2015 - 10.2015
- Collect payments and provide accurate change.
- Complete daily recovery tasks to keep areas clean and neat for maximum productivity.
- Arrange new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Maintain knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Retain product, service and company policy knowledge to serve as resource for both coworkers and customers.
Cashier
Home Depot
06.2013 - 05.2014
- Collect payments and provided accurate change.
- Complete daily recovery tasks to keep areas clean and neat for maximum productivity.
- Help customers find specific products, answer questions and offer product advice.
- Learned roles of other departments to provide coverage and keep store operational.
Education
High School Diploma -
Cimarron Memorial High School
Las Vegas, NV06.2013
Skills
- Friendly, positive attitude
- Problem resolution
- People skills
- Conflict resolution
- Credit Card Payment Processing
- Courteous with Strong Service Mindset
- 45 wpm Typing Speed
- Issue and Complaint Resolution
- Multitasking and Prioritization
Timeline
Customer Service Advocate
United Healthgroup
09.2022 - 08.2023
Concierge Agent
Hilton Grand Vacations
02.2018 - 06.2022
Packer
Amazon
08.2017 - 01.2018
Cashier
Sams Club Distribution
08.2016 - 01.2017
Sales Associate
Beauty Supply Warehouse
05.2015 - 10.2015
Cashier
Home Depot
06.2013 - 05.2014
High School Diploma -
Cimarron Memorial High School
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