Jessica Isaza
Miami,FL
Summary
Results-driven Customer Service Professional with 5+ years of experience in remote web-based chat support and multi-channel customer care. Proven ability to manage concurrent customer interactions while maintaining 95% customer satisfaction rates and exceeding quality metrics. Expertise in CRM systems, conflict resolution, and cross-functional collaboration. Skilled in Microsoft Office Suite, SharePoint, and chat support platforms with proven typing speed of 50+ WPM. Demonstrates exceptional communication skills, empathy, and adaptability in fast-paced remote environments while building strong customer relationships and driving revenue growth through consultative sales approaches.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Senior Customer Service Specialist
Accenture
01.2022 - Current
- Managed high-volume web-based customer service interactions through multiple channels including chat, email, and phone support, consistently achieving 97% customer satisfaction rating and exceeding service quality goals by 15%
- Processed customer inquiries, payment transactions, and change requests while maintaining accuracy rates of 98% and reducing average response time from 3 minutes to 90 seconds through efficient workflow optimization
- Handled concurrent chat sessions with professionalism and efficiency, successfully managing up to 3 simultaneous conversations while maintaining quality standards and building positive customer relationships
- Collaborated cross-functionally with sales, billing, and technical support teams to resolve complex customer issues, resulting in 25% reduction in escalations and improved first-contact resolution rates
- Utilized CRM systems and SharePoint platforms to maintain detailed customer records, track interactions, and generate performance reports that improved team productivity by 20%
Customer Care Advisor
Sharecare
01.2020 - 01.2022
- Provided exceptional remote customer service through chat and phone channels, demonstrating strong verbal and written communication skills while representing company as subject matter expert during customer interactions
- Generated qualified leads and initiated sales processes by identifying customer needs and offering additional services, resulting in 18% increase in cross-selling success and $150K in additional revenue annually
- Updated customer information systems to ensure accurate documentation of all interactions, maintaining 99% data accuracy while adhering to established protocols and compliance requirements
Customer Support Representative
American Tire Distributors
01.2018 - 01.2020
- Delivered comprehensive customer support combining chat, email, and phone assistance for both service inquiries and sales opportunities, achieving 94% customer retention rate
- Managed customer complaints with diplomacy and professionalism, successfully resolving 89% of issues without escalation while ensuring positive customer experiences and brand loyalty
- Collaborated with management and cross-functional teams to implement process improvements that reduced customer wait times by 30% and increased operational efficiency
Education
Bachelor of Business Administration - Communications & Marketing
Vanderbilt University
Nashville, TN 08.2009 - 06.2013
Skills
- Microsoft Office Suite
- SharePoint
- CRM Systems
- Multi-channel Support Platforms
- Data Entry & Analysis
- Typing Speed 55 WPM
- Web Chat Support
- Concurrent Session Management
- Conflict Resolution
- Payment Processing
- Change Request Management
- Customer Retention
- Exceptional Written & Verbal Skills
- Active Listening
- Empathy
- Professional Phone Etiquette
- Cross-functional Collaboration
- Client Relationship Building
- Quality Goal Achievement
- Metrics-driven Results
- Time Management
- Multitasking
- Adaptability
- Coachability
- Self-motivation
- Live chat support
- Time management abilities
- Problem-solving abilities
Certification
- HDI Customer Service Representative Certification, 01/01/23
- Microsoft Office Specialist (Excel, Word, PowerPoint), 01/01/22
- Google IT Support Professional Certificate, 01/01/22
- Customer Experience Management Certificate - LinkedIn Learning, 01/01/21
- Conflict Resolution & De-escalation Techniques - Coursera, 01/01/21
Timeline
Senior Customer Service Specialist
Accenture
01.2022 - Current
Customer Care Advisor
Sharecare
01.2020 - 01.2022
Customer Support Representative
American Tire Distributors
01.2018 - 01.2020
Bachelor of Business Administration - Communications & Marketing
Vanderbilt University
08.2009 - 06.2013