Jessica Clemens
Phenix City,AL
Summary
Seasoned customer service professional with over 10 years in roles including Customer Care Representative, Fraud Specialist, and Assistance Coordinator. Proven ability to manage high call volumes, resolve complex issues, and deliver exceptional service while effectively handling objections and de-escalating challenging situations. Seeking a Customer Service Representative position to apply strong problem-solving skills and a commitment to customer satisfaction.
Overview
13
13
years of professional experience
Work History
Customer Care Representative
Rentokil
Phenix City, AL
05.2024 - 04.2026
- Worked remotely in a private home office answering incoming customer calls concerning service, scheduling/appointments, and billing inquiries.
- Offered complementary Whole Home Inspections (WHIs) to eligible customers with the goal of generating revenue-producing leads.
- Served as a liaison with district management to efficiently resolve service and scheduling matters for pest control and related services, including termite and lawn care.
- Consistently exceeded performance targets, achieving a 92% First Call Resolution rate, a 4.8 Customer Satisfaction score, a 7% Lead Generation rate, and 90% Quality Assurance.
Fraud Specialist I
TSYS
Columbus, GA
01.2022 - 01.2024
- Worked from home in a call center environment, consistently handling 40+ inbound and outbound calls daily with the aim of prompt inquiry resolution and optimal service level maintenance.
- Initiated fraud investigations based on information received from the fraud detection system and responses to Service Level Agreement (SLA) alerts generated within the fraud detection queues.
- Analyzed account histories and transaction patterns to detect fraud, resulting in the secure protection of compromised accounts, coupled with a 39% decrease in financial losses from fraudulent credit account activities.
- Delivered high-quality customer service by effectively de-escalating conflicts and resolving cardholder concerns, ensuring thorough documentation of all interactions.
Family Manager/Stay at Home Mom
Clemens Household
Opelika & Phenix City, AL
12.2015 - 01.2022
- Coordinated daily logistics, including appointment scheduling and transportation arrangements, ensuring punctual and safe travel for family members.
- Managed household operations, including meal preparation, laundry, and maintaining cleanliness, contributing to a well-organized and functional living environment.
- Supported child's early education by facilitating engagement in school projects, assisting with homework, and teaching foundational academic skills prior to kindergarten.
Assistance Coordinator
Road America/MAPFRE
Columbus, GA
02.2013 - 08.2015
- Managed the efficient coordination of roadside assistance services for stranded motorists by liaising with vendors and utilizing GPS technology to expedite vehicle location and service dispatch.
- Documented incident details with precision, contributing to swift resolution and enhancing the accuracy of service delivery.
- Resolved customer complaints effectively, upholding exceptional service standards and achieving customer satisfaction objectives.
Education
Bachelor of Arts - Sociology, Social Work minor
Rider University
Lawrenceville, NJ05-2009
Skills
- Empathy
- Multitasking
- Adaptability and flexibility
- Active Listening
- Typing 40 WPM
- Product Knowledge
- Problem Resolution
- Call documentation
- Multi-Line Phone Systems
- Written Communication
- Verbal Communication
- Persistence
- Ability to Work Under Pressure
- Data entry
- First call resolution
- Appointment scheduling
- Product education
- CRM software
- Inbound customer service
- Microsoft Office
- Technical Proficiency
- Call center experience
Timeline
Customer Care Representative
Rentokil
05.2024 - 04.2026
Fraud Specialist I
TSYS
01.2022 - 01.2024
Family Manager/Stay at Home Mom
Clemens Household
12.2015 - 01.2022
Assistance Coordinator
Road America/MAPFRE
02.2013 - 08.2015
Bachelor of Arts - Sociology, Social Work minor
Rider University