Jessica Moadouang
Blacklick
Summary
Experienced professional with a strong background in customer interactions and service solutions. Skilled in conflict resolution, communication, and problem-solving to ensure exceptional customer satisfaction and loyalty. Collaborative team player adept at adapting to changing needs and consistently achieving results through efficient and empathetic service. Recognized for reliability and a proactive approach in meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
ODW Logistics
11.2023 - Current
- .Developing and sustaining an intimate knowledge of customer systems, expectations, and requirements and anticipating customers’ needs
- .Handling all situations to establish win-win outcomes in the best interests of customers and the organization
- Understands and complies with all import, export, Hazmat, and other regulatory
shipping documentation requirements - Customer Driven Deliver the optimal customer experience (internal and external).
- Maintained up-to-date knowledge of service changes.
- .Coordinates customer project work with warehouse staff to ensure specifications
and deadlines are met
Seasonal HR Service Representative
Bath & Body Works
12.2022 - 11.2023
- Provided first-level HR support to store managers, enhancing operational efficiency
- Ensured seamless data entry into HR Access and Kronos systems
- Efficiently resolved over50 daily inquiries on payroll and benefits
- Enhanced data accuracy in HR Access and Kronos through meticulous input
- Guided managers in HR transaction processes to improve operational flow
- Delivered exceptional customer service, ensuring high associate satisfaction
- Achieved rapid inquiry resolution, handling over50 daily HR-related issues
Bilingual Account Administrative Representative
Gap Inc
09.2021 - 12.2022
- Managed80+ daily customer interactions; ensured data accuracy and prompt service
- Ensured timely processing of invoices and documents supporting management
- Leveraged analytical skills for problem resolution and reconciliation
- Facilitated seamless online transactions, enhancing customer account management
- Analyzed client needs to recommend optimal products, improving satisfaction
- Streamlined invoice handling, cutting processing time by30%
- Boosted customer satisfaction by tailoring product recommendations
- Maintained100% data accuracy in customer interactions and transactions
Bilingual Customer Service Representative
Mettler Toledo
09.2018 - 09.2021
- Spearheaded bilingual customer service for US and Canada in Mettler Toledo
- Generated sales leads, enhancing business opportunities
- Managed a high volume of70 calls and60 emails daily, ensuring customer satisfaction
- Elevated customer satisfaction by managing70+ calls and60 emails daily with precision
- Enhanced transaction accuracy and efficiency for US and Canada as bilingual service agent
- Provided exemplary support in resolving over130 daily customer inquiries and issues
- Implemented bilingual support strategies that improved service delivery and response times
- Introduced new CRM software, reducing response time by30%
- Assisted in developing a new feedback system to capture customer insights
Mortgage Specialist
JPMorgan Chase
10.2017 - 12.2018
- Managed80+ daily customer inquiries as Mortgage Specialist at JPMorgan Chase
- Boosted customer satisfaction through efficient issue resolution
- Mastered the art of conflict resolution and expectation management
- Developed wealth management strategies tailored to individual goals and objectives
- Delivered strategic advisory and corporate financing to clients
- Analyzed client data to tailor wealth management strategies, enhancing financial outcomes
- Provided detailed mortgage guidance, aiding clients in understanding financial commitments
- Developed innovative financial solutions, aligning with clients' long-term wealth goals
- Accurately prepared and reviewed customer invoices, ensuring error-free financial documentation
- Expedited loan processing by30%, ensuring swift client service
- Implemented a new CRM system, improving client tracking efficiency
Education
Bachelor In Science - Management
Chamberlain University
Columbus, OH06.2025
High School Diploma - undefined
Springbrook High School
Silver Spring, MD06.2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- excellent communication and negotiation skills
- multitasks and work independently
- Computer proficiency
- Call center experience
- Microsoft Excel
- Payment processing
- Client relations
- Call management
- Team development
- Administrative support
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Customer Service Representative
ODW Logistics
11.2023 - Current
Seasonal HR Service Representative
Bath & Body Works
12.2022 - 11.2023
Bilingual Account Administrative Representative
Gap Inc
09.2021 - 12.2022
Bilingual Customer Service Representative
Mettler Toledo
09.2018 - 09.2021
Mortgage Specialist
JPMorgan Chase
10.2017 - 12.2018
High School Diploma - undefined
Springbrook High School
Bachelor In Science - Management
Chamberlain University