Jessica Keenan
Schenectady,NY
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Motivated tax information aide experienced in seasonal roles with superior talent for getting up to speed quickly and driving sales. Offers flexible schedule to work peak seasonal hours. Delivers excellent customer service by practiced listening and speaking skills. Understands and utilizes sales, merchandising and marketing skills.
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Personable tax aide offering 1 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
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
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Phone Representative
New York State Taxation And Finance
02.2023 - Current
- Educated clients on various tax credits, resulting in increased savings on their returns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Processed debit and credit card and electronic check payments.
- Improved customer satisfaction by providing timely and accurate information on products and services
- Giving balances of amount that's owed,
- Explained details about the bills that issued
- Helping guide through disagreeing with bills, and amounts they got refunded
- Creating online accounts to tax payers can see updates
- Updated addresses
- Helping re issue a payment plan for a tax payer who already has one in place
- Knowing the stages of bills for clients
- Streamlined call handling processes for increased productivity and reduced average call times.
- Resolved customer complaints efficiently, maintaining a high level of professionalism and empathy.
- Managed multiple phone lines simultaneously, prioritizing calls effectively to maintain quality service standards.
- Participated in training programs, applying new knowledge to enhance skills and job performance.
- Provided feedback on call scripts, leading to more efficient communication methods with customers.
- Worked closely with supervisors during performance evaluations; implemented constructive feedback leading to personal growth.
- I also signed up to help department of Labor with Asylum seekers do a questionnare that helps them understand there occupations from other countries
- The form asking them about past work history that will help with job seeking and the job coach point them in the right direction for employment opportunities.
- Helped resolve disputes between clients and taxing authorities by providing expert advice and representation during audits or appeals processes.
- Handled sensitive financial information discreetly while maintaining strict confidentiality at all times.
- Enhanced taxpayer understanding by providing accurate and timely information about tax processes and regulations.
- Conducted research on complex tax issues, providing detailed reports and recommendations for resolution.
- Contributed to a positive work environment by sharing knowledge with colleagues and assisting new team members in their training process.
- Participated in ongoing professional development opportunities to stay current on industry best practices.
Customer Service Representative
Walmart
04.2017 - 10.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by efficiently handling self-checkout transactions and addressing concerns promptly.
- Reduced wait times for customers by effectively managing multiple self-checkout stations simultaneously.
- Maintained a secure shopping environment with vigilant monitoring of self-checkout area and prompt intervention in case of theft attempts.
- Educated shoppers on using the self-checkout system, facilitating quicker transactions and increased adoption rates among customers.
- Implemented loss prevention measures by identifying high-risk items in the self-check-out area and alerting security personnel when necessary.
- Promoted a positive shopping experience, engaging with customers while they used the self-checkout machines to build rapport and offer assistance as needed.
- Resolved payment discrepancies swiftly, ensuring accurate transaction processing while maintaining a high level of customer satisfaction.
- Trained new employees on proper usage of the self-checkout system, promoting consistent performance standards across the team members.
- Diagnosed issues with self-checkout machines and manually processed transactions.
- Monitored and circulated throughout assigned areas to identify signs of potential security and safety issues.
- Engaged with customers and offered assistance upon entry into store.
- Performed cash, card and check transactions to complete customer purchases.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Checked personal identifications during alcohol and tobacco sales.
- Operated cash register to record transactions accurately and efficiently.
- Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
- Set up new sales displays each week with fresh merchandise.
Customer Service Associate
Bed Bath & Beyond
02.2014 - 10.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Assisted colleagues with challenging situations, providing guidance based on expertise and experience in the industry.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Responded to customer calls and emails to answer questions about products and services.
- Provided training and support to new associates to help provide high-quality customer service.
- Provided product and service recommendations to guide customers on products to meet varying needs.
Online Personal Shopper
ShopRite
08.2015 - 07.2016
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Enhanced customer satisfaction by providing personalized shopping recommendations based on individual preferences and needs.
- Streamlined order processing, accurately selecting items and ensuring timely delivery to clients.
- Provided exceptional customer service by promptly addressing inquiries, concerns, and feedback from clients.
Education
GED -
Burnt Hills Ballston Lake
Burnt Hills, NY09.2005
Floral Design
Albany Career And Technical School
Albany, NY 09.2002 - 05.2005
Skills
- Goal-Oriented
- De-Escalation Techniques
- Call Control
- Payment Processing
- Account updating
- Customer Service
- Customer Relationship Management
- Inbound phone calls
- Logging call information
- Answering questions
- Communicating with clients
- Call Center Customer Service
- Resolving issues
- Audit Assistance
- Written Communication
Timeline
Phone Representative
New York State Taxation And Finance
02.2023 - Current
Customer Service Representative
Walmart
04.2017 - 10.2022
Online Personal Shopper
ShopRite
08.2015 - 07.2016
Customer Service Associate
Bed Bath & Beyond
02.2014 - 10.2016
Floral Design
Albany Career And Technical School
09.2002 - 05.2005
GED -
Burnt Hills Ballston Lake
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