Jessica Moreira
Hesperia,CA
Summary
Dynamic Customer Service Representative with a proven track record at Acima Leasing, excelling in conflict resolution and active listening. Enhanced customer loyalty through empathetic complaint resolution and efficient problem-solving. Skilled in team development and maintaining high service standards, fostering a collaborative environment that drives success.
Overview
11
11
years of professional experience
Work History
Customer Service Representative ( Remote)
Acima Leasing
08.2021 - 10.2024
- 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.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
Manager
Acceptance Now
03.2014 - 07.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Coached and mentored sales team members to enhance individual performance, ultimately contributing to the overall success of the branch.
- Managed branch sales, customer service, finances and recordkeeping.
- Set clear performance goals for the sales team, providing regular feedback on progress toward targets while offering support where needed.
- Resolved customer complaints to maintain high level of satisfaction.
- Cultivated a collaborative work environment by encouraging open communication among team members, promoting positive teamwork dynamics.
Education
Secretary of State Certified - Public Notary
EZ Notary
Remote02-2023
Certificate of Completion - Registered Dental Assistant
Regional Occupation Program
Hesperia, CA01-2012
High School Diploma -
Silverado High School
Victorville, CA06-2006
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Conflict resolution
- Professional telephone demeanor
- Scheduling
- Paperwork processing
- Team development
- Administrative support
- Staff training
Timeline
Customer Service Representative ( Remote)
Acima Leasing
08.2021 - 10.2024
Manager
Acceptance Now
03.2014 - 07.2021
Secretary of State Certified - Public Notary
EZ Notary
Certificate of Completion - Registered Dental Assistant
Regional Occupation Program
High School Diploma -
Silverado High School
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