Jessica Lupercio
Summary
Personable Customer Service Representative experienced in building relationships and enhancing customer satisfaction. Achieved high productivity and effective conflict resolution through strong communication and active listening skills. Focused on maintaining positive client interactions and contributing to overall company success.
Overview
10
10
years of professional experience
Work History
Customer Service Advocate
Concentrix
Roswell
08.2025 - Current
- Collaborated with team members to improve service delivery, resulting in higher customer satisfaction scores.
- Documented customer interactions in the CRM system accurately and promptly.
- Escalated complex issues to appropriate departments for timely resolution.
- Worked closely with other departments to ensure quality customer service delivery.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Managed incoming calls from customers in a professional manner.
- Adhered to all company guidelines when interacting with customers.
- Followed up on unresolved customer inquiries to ensure timely resolutions and maintain customer trust.
- Consulted with customers to resolve service and billing issues.
- Built strong relationships with customers through personalized conversations, fostering loyalty and repeat business.
Delivery Driver
Federal Express
Roswell
05.2025 - 09.2025
- Delivered packages efficiently across assigned routes.
- Operated delivery vehicles in compliance with safety regulations.
- Managed time effectively to meet delivery schedules.
- Communicated with customers to confirm delivery details.
- Conducted vehicle inspections and maintained cleanliness regularly.
- Transported and safely delivered items to prevent damage or loss.
Phlebotomist
Vitalant
Roswell
11.2021 - 05.2025
- Collected blood samples using proper techniques and equipment.
- Ensured patient comfort during blood draw procedures.
- Maintained accurate records of blood donations and test results.
- Adhered to safety protocols and infection control guidelines.
- Educated donors on the donation process and eligibility criteria.
- Trained new phlebotomists on best practices and procedures.
- Assisted in inventory management of supplies and equipment.
- Maintained a clean, safe, and organized work environment.
- Verified patient information prior to specimen collection.
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
- Adhered to HIPAA guidelines regarding patient privacy.
- Responded quickly and effectively to emergency situations.
- Provided excellent customer service while interacting with patients.
Cashier
Walgreens
Roswell
05.2019 - 06.2020
- Processed customer transactions accurately and efficiently at retail location.
- Assisted customers with product inquiries and provided excellent service.
- Managed cash register operations, ensuring balanced drawers at shift end.
- Maintained cleanliness and organization of checkout area for customer convenience.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Greeted customers and answered any questions they had about the store's products and services.
Cashier
Hobby Lobby
Roswell
05.2018 - 12.2018
- Processed customer transactions accurately and efficiently at retail location.
- Assisted customers with product inquiries and provided excellent service.
- Managed cash register operations, ensuring balanced drawers at shift end.
- Handled returns and exchanges according to store policies and procedures.
- Collaborated with team members to restock merchandise on sales floor.
- Collected payments and provided accurate change.
- Answered customer questions and provided store information.
Carhop Server
Sonic
Roswell
07.2016 - 04.2018
- Delivered food and beverages to customers in a timely manner.
- Maintained cleanliness of serving area and dining spaces.
- Assisted customers with menu selections and special requests.
- Provided friendly service to enhance customer experience.
- Kept work areas clean and organized throughout shift.
Education
Certified Phlebotomist - Phlebotomy
National Phlebotomy Solutions
05.2020 - 08.2020
Roswell High School
Roswell, New MexicoSkills
- Customer relationship management
- CRM documentation
- Call center operations
- Inbound and outbound calling
- Customer engagement
- Billing consultation
- Computer proficiency
- High-energy attitude
- Time management
- Problem-solving
- Conflict resolution
- Service excellence
- Active listening
- Communication skills
- Adaptability
- High-energy attitude
- Retail sales customer service
- Typing speed
- Retail sales customer service
Languages
Spanish
Native/ Bilingual
Timeline
Customer Service Advocate
Concentrix
08.2025 - Current
Delivery Driver
Federal Express
05.2025 - 09.2025
Phlebotomist
Vitalant
11.2021 - 05.2025
Certified Phlebotomist - Phlebotomy
National Phlebotomy Solutions
05.2020 - 08.2020
Cashier
Walgreens
05.2019 - 06.2020
Cashier
Hobby Lobby
05.2018 - 12.2018
Carhop Server
Sonic
07.2016 - 04.2018
Roswell High School