Jessica Lagafuaina
Lakewood,CA
Summary
Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
23
23
years of professional experience
Work History
Customer Service Representative Supervisor 1
Mitchell International, Inc.
Irvine, CA
08.2010 - 09.2023
- Built positive rapport and relationships for high levels of customer satisfaction.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Onboarded and trained customer representatives to meet performance and service goals.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Implemented customer service policies and procedures for consistent performance standards.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Led customer service projects to address and achieve key business objectives.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Created reporting systems to track customer service performance and improve insight.
- Implemented new policies and procedures to improve overall customer service quality.
- Streamlined workflow for faster response times through regular team training sessions.
- Recognized as a top performer due to consistently exceeding performance targets related to customer satisfaction scores and call handling efficiency metrics.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Implemented project management techniques to overcome obstacles and increase team productivity.
Customer Service Representative
RB Communications
Long Beach, CA
01.2003 - 08.2010
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Telephone Operator
Legacy Long Distance
Long Beach, CA
01.2001 - 01.2003
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Followed up on customer inquiries to confirm issues were adequately addressed.
Education
High School Diploma -
Long Beach Polytechnic High School
Long Beach, CA06.2002
Skills
- Employee Retention
- Payroll Administration
- HR Support
- Product Knowledge
- Data Entry
- Team Coaching
- Issue Resolution
- Staff Monitoring
- Performance Evaluations
- Continuous Improvement
- Problem Solving
- Time Management
- Customer Retention
- Call Center Experience
- Organizational Skills
- Training and Development
- Team Leadership
- Customer Service Management
- Staff Training
- Customer Service
- Support Services
- Handling Complaints
- Account Reconciliation
Timeline
Customer Service Representative Supervisor 1
Mitchell International, Inc.
08.2010 - 09.2023
Customer Service Representative
RB Communications
01.2003 - 08.2010
Telephone Operator
Legacy Long Distance
01.2001 - 01.2003
High School Diploma -
Long Beach Polytechnic High School
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