Jessica Flores

• Answered inbound calls, chats and emails to facilitate customer service. Developed strong relationships with customers by providing personalized assistance and support.

• Resolved complex problems by working with other departments to provide solutions that meet customer needs.

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Mentored new employees on procedures and policies to maximize team performance.

• Determined credit approval based on financial standing, credit records and payment history.

• Provided customer service to credit cardholders by answering their questions and resolving their complaints.

• Monitored suspicious activity on customer accounts to prevent fraud or identity theft.

• Generated reports detailing current customer account status, delinquency rates, and payment histories.

• Exceeded customer satisfaction by finding creative solutions to problems.

• Developed relationships with customers by providing excellent customer service.

• Identified customer needs by asking questions and advising on best solutions.

•Developed customized sales techniques to successfully sell and upsell services to new and existing clients.

• Processed orders through company system and coordinated product deliveries.

• Strengthened customer retention by offering discount options.

•Informed customers about billing procedures, processed payments and provided payment option setup assistance.

• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.