Jessica Keohavong
Omaha,NE
Summary
Dynamic professional with a proven track record in customer service and problem-solving skills, honed at Five Star Call Center and SYKES. Excelled in complaint resolution and customer relationship management, enhancing customer satisfaction and loyalty. Demonstrated expertise in data entry and maintaining professionalism under pressure, contributing to a positive and efficient call center environment.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Call Center Representative
Five Star Call Center
Omaha, NE
06.2023 - Current
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Performed outbound calling campaigns to promote new products or services.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Offered resolutions to de-escalate calls and solve customer issues.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Consulted with customers to resolve service and billing issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
SYKES/Customer Service Representative Trainee
SYKES
CASPER, WY
06.2020 - 02.2023
- Greeted customers and responded to inquiries in a friendly and courteous manner.
- Assisted customers with product selection, placement of orders, returns, and exchanges.
- Provided information about products and services to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Video / Audio (PA)Producer Assistance
Plexus Worldwide
Scottdale, AZ
07.2016 - 05.2020
- Coordinated the selection of locations, crew, equipment, props and other resources needed for each project.
- Created detailed call sheets and ensured all talent, crew, and vendors were informed on set expectations.
- Cultivated fun, inclusive and professional studio culture.
- Supervised production staff during planned photo shoots in studio and on location.
- Supervised and coordinated work of camera, lighting and sound crew members.
- Stayed calm and polished at all times, even during moments of extreme stress or when dealing with difficult personalities, to accomplish professional goals.
Education
Associate of Science - Audiology
Maricopa Community Colleges, Glendale Community College
Glendale, AZ12-2012
Skills
- Data Entry
- Call logging
- Call Control
- Complaint resolution
- Customer Service
- Payment Processing
- Customer Relationship Management
- Quality Assurance
- Product Upselling
- Inbound phone calls
- Data Gathering
- Logging call information
- Resolving issues
- Call documentation skills
- Providing customer support
- Customer Support
- Call controlling
- Answering questions
- Customer communications
- Professional phone voice
- Call Center Customer Service
- Problem-solving skills
Certification
- Associate in Applied science degree
Timeline
Call Center Representative
Five Star Call Center
06.2023 - Current
SYKES/Customer Service Representative Trainee
SYKES
06.2020 - 02.2023
Video / Audio (PA)Producer Assistance
Plexus Worldwide
07.2016 - 05.2020
- Associate in Applied science degree
Associate of Science - Audiology
Maricopa Community Colleges, Glendale Community College
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