Jessica Johnson
Spotsylvania,VA
Summary
Hardworking and passionate job seeker with strong organizational skills looking to take a dedicated career as a Customer Service Manager to the next level. Prepared to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Personable professional with exemplary customer service skills ready to help team achieve company goals. Knowledgeable in tackling issues and concerns with poise. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
Alorica
09.2022 - Current
- Worked with a prestigious financial institution to resolve escalated consumer complaints while prioritizing customer satisfaction and loyalty.
- Managed high-stress situations effectively, maintaining professionalism under pressure while answering customer's inquiries and resolving disputes or conflicts.
- Took ownership of customer issues and maintained open communication with other departments to facilitate prompt and precise resolutions.
- Reduced customer complaints and proactively de-escalated unsatisfied customers by implementing adequate solutions for reoccurring problems.
- Enhanced customer experience by attentively listening to individual needs, accurately documenting customer's concerns and addressing all issues with empathy and a positive attitude.
- Developed strong product knowledge to fully investigate cases and provide informed recommendations based on individual customer needs.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Consistently met daily productivity and performance goals.
Lead Customer Service Representative
Alorica (Work At Home)
09.2021 - 09.2022
- Delivered exceptional customer by demonstrating empathy, leveraging extensive knowledge of products and services and ultimately creating welcoming, positive experiences to every customer.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assisted customer's over the phone, solving all issues thoroughly and accurately and documented detailed notes to customer's profile.
- Escalated customer's concerns to management when a supervisor was requested or transferred to appropriate department for further assistance.
- Decreased average call time through effective problem-solving techniques and clear communication with customers.
- Maintained up-to-date knowledge of product and service changes and implemented troubleshooting guidelines for common issues faced by customers.
- Assisted with training new employees by sharing company policies, procedures and system maintenance, helping new hires succeed in becoming excellent customer service agents.
- Cross-trained and provided backup support for leadership in nesting classes to oversee and mentor new hires to strengthen performance and job expertise.
Scan Specialist
Food Lion
04.2021 - 09.2021
- Provided exceptional customer service by addressing client inquiries promptly and professionally through phone calls and chats.
- Maintained clear communication with customer and strict attention to detail when shopping and completing customer's grocery order.
- Scanned, labeled and bagged all items accurately to ensure grocery list was completed in a timely manor.
- Replaced out of stock items with customer's preference and placed all bags in the appropriate place for pick up.
- Greeted customers, confirmed they received all requested items and placed grocery bags in vehicle.
- Implemented security protocols to safeguard sensitive documents during the scanning process, protecting client confidentiality.
- Assisted manager's with overflow as a back up cashier when needed
HBC Clerk
Weis Markets
03.2019 - 03.2020
- Used product knowledge to help customers complete purchases, locate items, and join reward programs.
- Created orders based off supply and demand
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Answered questions about store policies and addressed customer concerns.
- Streamlined inventory management for optimal stock levels and reduced waste.
Store Process Coordinator
Weis Markets
10.2016 - 03.2019
- Welcomed new associates and prepared, completed, and filed all new hire paperwork
- Conducted orientation and thoroughly explained the company's policies and procedures.
- Assisted store manager with new hire interviews and various types of training in regards to customer relations.
- Entered weekly payroll and monitored attendance for all employees by checking time records for accuracy and adherence to company policies regarding hours, over time, and require withholdings.
- Supported the manager in delegating tasks and helped coworkers when needed to ensure smooth function of all departments and store.
Education
Associate of Arts - Liberal Arts And General Studies
Northern Virginia Community College
Annandale, VA05.2024
High School Diploma -
Paul VI Highschool
Fairfax, VA06.2000
Skills
- Customer Service
- Customer-focused
- Customer De-Escalation
- Call Center Operations
- Computer Skills
- Staff Training
- Detail Oriented
- Time management
- Performance goals
- Verbal and Written Communication
Timeline
Customer Service Manager
Alorica
09.2022 - Current
Lead Customer Service Representative
Alorica (Work At Home)
09.2021 - 09.2022
Scan Specialist
Food Lion
04.2021 - 09.2021
HBC Clerk
Weis Markets
03.2019 - 03.2020
Store Process Coordinator
Weis Markets
10.2016 - 03.2019
Associate of Arts - Liberal Arts And General Studies
Northern Virginia Community College
High School Diploma -
Paul VI Highschool