Jessica Ezemba
Houston,TX
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
Verizon
06.2020 - 04.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Customer Service Lead
Walmart
01.2017 - 05.2020
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Provided constructive feedback during performance evaluations aimed at promoting employee growth.
Customer Service Representative
HEB
07.2015 - 02.2017
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science -
Prairie View A & M University
Prairie View, TXSkills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Time Management
- Decision-Making
- Call Center Management
- Staff Training
- Positive and Constructive Feedback
- Training and coaching
- Call Center Operations
- MS Office expert
Timeline
Customer Service Manager
Verizon
06.2020 - 04.2024
Customer Service Lead
Walmart
01.2017 - 05.2020
Customer Service Representative
HEB
07.2015 - 02.2017
Bachelor of Science -
Prairie View A & M University