Jessica Green
Charlotte,NC
Summary
Dynamic customer service professional with extensive experience. Excelling in technical support and complaint resolution. Proven ability to enhance customer satisfaction through active listening and effective problem-solving. Skilled in remote technical support, customer service and Healthcare while maintaining HIPAA compliance, ensuring exceptional service in high-pressure environments.
Overview
11
11
years of professional experience
Work History
Technical Support Representative
Apple
Charlotte, NC
07.2024 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed high levels of call flow and responded to technical support needs.
Call Center Personal Banker
Wells Fargo
Charlotte, NC
08.2022 - 07.2024
- Boosted sales of bank products and services by providing personalized recommendations to customers.
- Managed high call volume efficiently while maintaining a focus on delivering an outstanding customer experience every time.
- Increased client retention by offering tailored financial solutions aligned with their specific needs and goals.
- Enhanced customer satisfaction by effectively addressing and resolving banking inquiries.
- Assisted customers in navigating online banking platforms, ensuring a seamless and user-friendly experience.
- Safeguarded sensitive customer information through adherence to strict confidentiality protocols and data security measures.
- Resolved complex customer issues through careful research, problem-solving skills, and collaboration with internal departments when necessary.
Healthcare Customer Service Representative
Teleperformance
Charlotte, NC
02.2018 - 08.2022
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
Customer Service Representative
Iqor Holdings
Charlotte, NC
01.2014 - 02.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
GED -
Central Piedmont Community College
Charlotte, NC06.2012
Skills
- Technical support
- Remote support
- Call center operations
- Customer service expert
- Active listening
- Microsoft outlook
- Application support
- Software installation
- Data recovery
- Complaint resolution
- Desktop support
- Mac systems
- Verbal and written communication
- Product knowledge
- Hardware troubleshooting
- Operating systems
- Call recordkeeping
- Remote technical support
- Teamwork and collaboration
- Friendly and patient
- Customer communication and empathy
- Problem-solving
- Attention to detail
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Medical terminology
- Data entry proficiency
- Medical billing
- Policy adherence
- Healthcare industry
- Quality assurance
- Patient identity verification
Timeline
Technical Support Representative
Apple
07.2024 - Current
Call Center Personal Banker
Wells Fargo
08.2022 - 07.2024
Healthcare Customer Service Representative
Teleperformance
02.2018 - 08.2022
Customer Service Representative
Iqor Holdings
01.2014 - 02.2018
GED -
Central Piedmont Community College