Jessica Castillo
Livingston,TX
Summary
Dynamic and results-driven Sr. Customer Service Representative at Lincare Home Oxygen, adept at complaint resolution and staff training. Proven ability to enhance customer satisfaction through effective order fulfillment and quality assurance. Skilled in database management and committed to fostering long-term client relationships, ensuring seamless service delivery even during peak periods.
Overview
11
11
years of professional experience
Work History
Sr. Customer Service Representative
Lincare Home Oxygen And Respiratory Systems
Livingston, TX
05.2019 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Educated customers about billing, payment processing and support policies and procedures.
Receptionist
Livingston Family Clinic
Livingston Tx
08.2021 - 10.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
Paraprofessional Education
Timbercreek Elementary
Livingston, TX
08.2014 - 05.2019
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Livingston High School
Livingston, TX12.2004
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Call control
- Database management
- Staff training
- Database maintenance
- Credit card processing
- Order fulfillment
- Call center experience
- Email management
- Returns and exchanges
- Customer service
- Computer skills
- Microsoft office
- Customer account management
- MS office
- Order processing
- Data entry
- Multi-line phone systems
- Work prioritization
- Microsoft exchange
- POS systems and ordering platforms
Timeline
Receptionist
Livingston Family Clinic
08.2021 - 10.2021
Sr. Customer Service Representative
Lincare Home Oxygen And Respiratory Systems
05.2019 - Current
Paraprofessional Education
Timbercreek Elementary
08.2014 - 05.2019
Livingston High School