Jessica Luna
Houston,TX
Summary
Polite and professional Call Center Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Self motivated and true team player.
Overview
10
10
years of professional experience
Work History
Call Center Representative
JWL Marketing Inc
01.2024 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
Customer Service Manager
Ss Communications
02.2019 - 12.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Created and reviewed invoices to confirm accuracy.
Call Center Representative
Baylor St. Luke's Medical Center / Sodexo
10.2014 - 01.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Education
High School Diploma -
World Hope Academy
Houston, TXNo Degree - Billing And Coding
Everest Institute
Houston, TXSkills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Customer communications
- Payment Processing
- Cash Handling
- Logging call information
- Training experience
- Interpersonal Skills
- Performance Improvement
- Professional telephone demeanor
Timeline
Call Center Representative
JWL Marketing Inc
01.2024 - Current
Customer Service Manager
Ss Communications
02.2019 - 12.2023
Call Center Representative
Baylor St. Luke's Medical Center / Sodexo
10.2014 - 01.2019
High School Diploma -
World Hope Academy
No Degree - Billing And Coding
Everest Institute
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