Jessica Horton
Arlington,US
Summary
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
11
11
years of professional experience
Work History
Customer Service Representative
Comfort Inn by Choice Hotels
04.2017 - 10.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Wine.com
02.2015 - 04.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Lords Chimney
08.2013 - 01.2015
- 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.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Woodlawn Leadership Academy
Shreveport, LA05.2007
Skills
- Customer Service
- Active Listening
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Customer Relations
- Problem Resolution
- Complaint Handling
- Critical Thinking
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Representative
Comfort Inn by Choice Hotels
04.2017 - 10.2024
Customer Service Representative
Wine.com
02.2015 - 04.2017
Customer Service Representative
Lords Chimney
08.2013 - 01.2015
High School Diploma -
Woodlawn Leadership Academy
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