Jessica Donaldson
CSR
Bell,WA
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
3
3
years of professional experience
Work History
Customer Care Representative
Goodwill
05.2022 - 06.2023
- Entered data into various computer systems accurately using Excel 2016, SharePoint, and CaseWorthy
- Answered customer telephone calls promptly to avoid on-hold wait times.
- conducted outbound calls to clients to set appointments and assist with applications.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Recorded customer feedback to improve customer experience.
- Researched resources and emailed clients about resources and how to apply.
- Attended weekly team meetings to improve customer satisfaction and update team lead on productivity.
Customer Service Representative
TTEC
05.2020 - 04.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
High School Diploma -
PennFoster
Online 04.2014
Skills
- Complex Product Knowledge
- Customer Inquiry Response
- Inbound and Outbound Customer Service
- Customer Data Confidentiality
- Efficient Data Entry
- Scripted Calls
- Understanding Customer Needs
- Excel 2016
- Researching resources
- Document and Records Management
- Feedback Gathering
- Directing Calls
- Order and Refund Processing
Timeline
Customer Care Representative
Goodwill
05.2022 - 06.2023
Customer Service Representative
TTEC
05.2020 - 04.2022
High School Diploma -
PennFoster
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