Jessica Neiswander
Anderson,SC
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Skilled in CRM software, consistently recognized for exceeding performance metrics. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Ecentria
09.2024 - Current
- Respond to customer inquiries with accurate information and effective solutions.
- Managed order processing and tracked shipments to ensure timely delivery.
- Utilized CRM software to document interactions and maintain customer records.
- Collaborated with team members to resolve complex customer issues efficiently.
- Create and assist with RMA's.
- File lost and damaged carrier claims.
- 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.
Technical Support Representative
I3 Verticals
05.2023 - 11.2023
- Resolved technical issues for customers through troubleshooting and effective communication.
- Utilized ticketing system to track and manage customer inquiries efficiently.
- Collaborated with cross-functional teams to enhance support processes and service delivery.
- Provided product training to customers, improving user experience and satisfaction.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Logistics Coordinator
Burke Decor
02.2021 - 01.2022
- Coordinated inbound and outbound shipments, ensuring timely delivery to meet customer expectations.
- Utilized logistics software for tracking shipments and generating reports, enhancing visibility across operations.
- Collaborated with suppliers and carriers to negotiate terms and resolve issues impacting supply chain efficiency.
- Assisted in training new staff on logistics protocols and software systems, enhancing team performance capabilities.
- Collaborated with sales and customer service teams to address client concerns and expedite orders when necessary.
- Reduced transportation costs by negotiating favorable contracts with carriers.
Claims Administrator/Customer Service Representative
Mas, Inc.
06.2018 - 06.2020
- Processed and adjudicated claims efficiently, ensuring compliance with company policies and regulations.
- Collaborated with insurance adjusters to gather necessary documentation for claim evaluations.
- Developed and maintained comprehensive records of claims, enhancing data accuracy and retrieval efficiency.
- Streamlined claims processing workflows, reducing turnaround times through improved procedural adherence.
- Conducted thorough reviews of claim submissions to identify discrepancies and ensure accuracy in outcomes.
- Supported continuous improvement efforts by identifying opportunities for process enhancements in the claims handling process.
- Managed over 80 customer accounts, including VIP Accounts.
- Issued RMAs.
- Experience with Salesforce.
- Assisted with Purchasing and billing.
- Assisted customers via email and phone.
Customer Service Representative
Roadrunner Transportation Systems Inc.
06.2016 - 06.2018
- Assisted in training new staff on customer service protocols and system usage.
- Responded to customer inquiries with accurate information and effective solutions.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Answered around 100 calls a day.
- Assisted 3PLs, Shippers, Consignees and other third parties with shipping requests.
- Assisted with quotes.
- Promoted to the Customer Service general email box in 6 months, where I answered up to 300 emails daily.
Education
High School Diploma -
GlenOak High School
Canton, OHCertificate - Medical Assisting
Portage Lakes Career Center
Green, OHSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Conflict resolution
Timeline
Customer Service Representative
Ecentria
09.2024 - Current
Technical Support Representative
I3 Verticals
05.2023 - 11.2023
Logistics Coordinator
Burke Decor
02.2021 - 01.2022
Claims Administrator/Customer Service Representative
Mas, Inc.
06.2018 - 06.2020
Customer Service Representative
Roadrunner Transportation Systems Inc.
06.2016 - 06.2018
High School Diploma -
GlenOak High School
Certificate - Medical Assisting
Portage Lakes Career Center