Jessica O'Neil
Madison,OH
Summary
Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.
Overview
18
18
years of professional experience
Work History
Cashier/Customer Service
Kohl's Department Store
09.2015 - 01.2019
- Ensured superior customer service by addressing customer concerns, demonstrating empathy & resolving problems on the spot with little or no management assistance
- Built long term customer relationships & advises customers on purchases upcoming & current promotions & discounts available
- Monitored drawers in multiple checkout stations to ensure adequate cash and supplies
- Trained and coached new associates, helps in irate customer situations to resolve issues
- Dedicated to continuously improving sales and product knowledge
- Top credit performer
Inbound Call Center Representative
Progressive Insurance
Highland Heights, OH
06.2001 - 12.2002
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Effectively managed a high volume of inbound and outbound customer and agent calls, with up to 100 inbound in queues per day.
- Accurately documented, researched, and resolved issues to resolve matters.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Identified consumer needs, clarified information and researched issues to provide alternative solutions.
- Addressed and resolved customer product complaints empathetically and professionally.
Education
State of Ohio License - Property & Casualty
Hondros College of Insurance
Westerville, Ohio01-2007
GED -
Ohio Department of Education
Ohio05-2001
Skills
- Cash handling and management
- Point of sale proficiency
- POS system operations
- Relationship building
- Decision-making aptitude
- Conflict resolution
- Inbound/Outbound call center operations
- Strong product knowledge
- Active listening
- Persuasion skills
- One call resolution
Accomplishments
- Received awards and thank you letters from company and customers.
- Volunteered and won in team projects and contests.
References
References available upon request.
Timeline
Cashier/Customer Service
Kohl's Department Store
09.2015 - 01.2019
Inbound Call Center Representative
Progressive Insurance
06.2001 - 12.2002
State of Ohio License - Property & Casualty
Hondros College of Insurance
GED -
Ohio Department of Education
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