Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Mccants

Mobile

Summary

Dynamic Customer Support Specialist with a proven track record at Continuum, excelling in conflict resolution and CRM software utilization. Recognized for enhancing customer satisfaction through empathetic communication and effective problem-solving. Skilled in managing high-stress situations, fostering loyalty, and delivering exceptional service experiences that drive repeat business.

Overview

17
17
years of professional experience

Work History

Customer Support Specialist

Continuum
07.2024 - 10.2024
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
  • Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.

Customer Service Representative

Sagility
12.2023 - 04.2024
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.

Customer Service Representative

Iqor Holdings US
01.2022 - 06.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Crew Trainer

McDonald's Restaurant
09.2007 - 02.2021
  • Trained other employees in customer service, food safety, and performance requirements.
  • Taught new team members correct procedures for all areas of operations.
  • Studied crew members during work shift to provide feedback and guidance in improving performance.
  • Set positive example for team members by providing high-quality, efficient service.
  • Greeted customers with smile and provided friendly service to professionally handle every need.
  • Mentored junior employees to improve performance, food safety, and customer service.
  • Evaluated crew members'' progress and provided constructive feedback for continuous development.

Education

High School Diploma -

Williamson High School
Mobile, AL
05.2006

Skills

  • Problem-solving
  • Complaint handling
  • Customer relationship management (CRM)
  • CRM software
  • Data entry
  • Help desk support
  • Call center experience
  • Conflict resolution
  • Ticket management
  • Live chat support
  • Quality assurance
  • Product knowledge
  • Active listening
  • Customer response
  • Product or service support
  • Salesforce
  • Payment processing
  • Technical troubleshooting
  • Time management
  • Multitasking and organization

Timeline

Customer Support Specialist

Continuum
07.2024 - 10.2024

Customer Service Representative

Sagility
12.2023 - 04.2024

Customer Service Representative

Iqor Holdings US
01.2022 - 06.2023

Crew Trainer

McDonald's Restaurant
09.2007 - 02.2021

High School Diploma -

Williamson High School

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Jessica Mccants