Jessica Moreno
Stockton,CA
Summary
Dynamic customer service professional with experience at DHL Supply Chain and Amazon, excelling in problem resolution and active listening. Proven track record of enhancing customer satisfaction through effective communication and critical thinking. Skilled in data entry and staff training, consistently advocating for solutions that drive loyalty and operational efficiency.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
DHL Supply Chain
Livermore, CA
02.2021 - Current
- Assisted customers with inquiries and provided timely solutions to enhance satisfaction.
- Utilized customer service software to document interactions and track resolution progress.
- Collaborated with team members to streamline processes for improved efficiency in service delivery.
- Learned company policies and product knowledge to effectively address customer needs.
- Maintained accurate records of customer interactions and feedback for quality assurance purposes.
- Developed strong communication skills through daily engagement with diverse customer base.
- Adapted quickly to changes in procedures and technologies, ensuring seamless service continuity.
- Supported training initiatives by sharing insights on common customer issues and resolutions.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Inbound Problem Solver
Amazon
Tracy, CA
09.2014 - 02.2021
- Resolved customer inquiries by analyzing issues and providing effective solutions.
- Collaborated with cross-functional teams to streamline problem-solving processes, enhancing service delivery.
- Acted as a liaison between customers and management to communicate persistent issues and advocate for solutions.
- Identified trends in inbound issues, collaborating with the team to develop proactive strategies for addressing recurring problems.
- Actively participated in ongoing training programs focused on enhancing problem-solving skills and staying current with industry trends.
- Trained new team members on troubleshooting techniques and best practices for customer engagement.
- training new associates at new amazon werehouse
Education
High School Diploma -
Tracy High School
Tracy, CASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Microsoft Excel
- Microsoft outlook
- Follow-up skills
- Paperwork processing
- Data collection
- Staff training
Accomplishments
- Supervised team of 6 staff members.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
DHL Supply Chain
02.2021 - Current
Inbound Problem Solver
Amazon
09.2014 - 02.2021
High School Diploma -
Tracy High School