JESSICA WILLIAMS
Bismarck
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Representative II
City Of Bismarck
09.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Completed monthly billing.
- Called clients with delinquent accounts.
- New applicant accounts and handing out meters.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Legal Assistant
Gellhaus & Gellhaus, PC
01.2023 - 09.2023
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Organized documents to manage paper and electronic filing systems of clients.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Prepared and drafted correspondence and legal forms to maintain smooth communications.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
- Completed electronic filings, initiated billing statements, and managed firm administrative matters.
- Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
- Scheduled appointments, court appearances, and depositions for busy law firm.
Legal Assistant
Rapkoch Law
10.2019 - 01.2023
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Organized documents to manage paper and electronic filing systems of clients.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Prepared and drafted correspondence and legal forms to maintain smooth communications.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
- Completed electronic filings, initiated billing statements, and managed firm administrative matters.
- Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
- Scheduled appointments, court appearances, and depositions for busy law firm.
Customer Service Representative
International Certification Services, Inc.
02.2008 - 05.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Helped clients complete the paperwork to get certified Organic, non-GMO, and Gluten Free.
- I reviewed and approved organic labels.
- I reviewed and approved organic paperwork for clients to become certified organic.
Education
Associate of Science - Criminal Justice
Bismarck State College
Bismarck, ND05.2002
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Paperwork Processing
- Appointment Scheduling
- Order Processing
- Team Development
- Administrative Support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data Collection
- Prioritization
- Staff Training
- Building rapport
- Clerical Support
- Filing
- Assertiveness
- Recordkeeping strengths
- Account updating
- Account Management
- Reading Comprehension
- Research
- Spreadsheets
- Office equipment proficiency
- Proofreading
Timeline
Customer Service Representative II
City Of Bismarck
09.2023 - Current
Legal Assistant
Gellhaus & Gellhaus, PC
01.2023 - 09.2023
Legal Assistant
Rapkoch Law
10.2019 - 01.2023
Customer Service Representative
International Certification Services, Inc.
02.2008 - 05.2017
Associate of Science - Criminal Justice
Bismarck State College
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