Jessica Prinvil Numa
Greeneville,TN
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
TeleDirect-Remote
07.2024 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Representative
Aucera (DialAmerica)
06.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Advance Financial 24
04.2024 - 05.2024
- Processed loan applications
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Monitored cash drawer checkout station and maintained adequate cash supply.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
MECO CORPORATION
11.2017 - 06.2023
- Replacement Part Orders
- Warranty
- Processing Orders
- Account management
- Onboarding
- Logistics
- CRM software
- Online Support
- Inventory update
- EDI
- AS400
- Help Scout
- Ecommerce
- Chat Support
- Oracle
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and backed up other customer service managers.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Kept detailed records of daily activities through online customer database.
Customer Service Representative
Sykes Enterprises, Incorporated
11.2016 - 05.2017
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
Advance Call Center of Technologies
11.2015 - 02.2016
- Explain Billing
- Setup New Service
- Upgrade Existing Service
- Trouble shoot Equipment
- Schedule Installations
Telesales Rep
Comcast
11.2014 - 07.2015
- Placed outbound telephone calls to existing customers to persuasively discuss offerings.
- Increased sales by effectively identifying customer needs and presenting tailored solutions.
- Overcame objections using friendly, persuasive strategies.
- Strengthened brand reputation by delivering exceptional service during each interaction with clients.
Customer Care Representative
Advanced Call Center Technologies
12.2011 - 05.2013
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
Direct Support Staff
Evergreen Presbyterian Ministries
08.2010 - 12.2011
- Managed challenging behaviors through effective communication, de-escalation techniques, and crisis intervention strategies.
- Assisted clients with daily living tasks for increased autonomy and satisfaction.
- Participated in ongoing training programs to enhance knowledge base and stay current on best practices within the field.
- Provided transportation assistance as needed, enabling clients to access appointments, resources, or recreational activities safely.
Agent
Dial America
06.2010 - 07.2010
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Direct Support Staff
Sunrise Community of Tennessee
02.2008 - 05.2010
- Managed challenging behaviors through effective communication, de-escalation techniques, and crisis intervention strategies.
- Assisted clients with daily living tasks for increased autonomy and satisfaction.
- Participated in ongoing training programs to enhance knowledge base and stay current on best practices within the field.
- Improved client well-being by providing emotional support and fostering strong relationships.
- Advocated for clients'' rights, ensuring they receive appropriate services, accommodations, and support in line with their individual needs.
- Guided clients in building essential life skills such as budgeting, cooking, cleaning, and self-care routines for increased selfreliance.
- Organized daily schedules based on individual needs assessment results, maximizing time efficiency without sacrificing quality of care provided.
- Conducted regular evaluations of client needs and preferences to adjust support plans accordingly for optimal outcomes.
- Documented client progress meticulously, enabling timely evaluation and adjustment of support plans.
- Implemented behavior management strategies consistently, reducing incidents of negative behaviors among clients.
- Promoted safety and health by administering medications accurately and adhering to hygiene protocols.
- Collaborated with interdisciplinary teams to ensure comprehensive care and consistent support strategies.
Staff
Boys & Girls Club of Greeneville
08.2006 - 05.2010
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Established positive relationships with customers and other staff members.
- Responded sensitively and competently to service customers with diverse cultural backgrounds.
- Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.
Education
Some College (No Degree) - Mass Communications
Lincoln Memorial University
Harrogate, TNSome College (No Degree) - Business Administration And Management
Ashford University
San Diego, CAHigh School Diploma -
Greeneville High School
Greeneville, TN05.2006
Skills
- Product Knowledge
- Appointment Scheduling
- Paperwork Processing
- Report Generation
- Data Entry
- Consultative Sales
- Scheduling
- Call Management
- Data Collection
- Complaint resolution
- Live chat support
- Conflict Mediation
- Shipping procedures understanding
- Stock management
- Document Control
- Multi-line phone talent
- Customer Relationship Management (CRM)
- Quality Assurance Controls
- Payment Processing
- [Software] CRM system proficiency
- Call center experience
- Active Listening
- Conflict Resolution
- De-Escalation Techniques
- Follow-up skills
- Warehousing functions
- Credit adjustments
- Order Fulfillment
- Money handling abilities
- International sales support
- Microsoft Excel
- Office equipment proficiency
- Quality Control
- CRM Software
- Promotional support
- Problem-solving abilities
- Complaint Handling
- Microsoft Office Suite
- Service Upselling
- Customer Service
- Technical Support
- Delivery Scheduling
- Warranty Service
- Spreadsheets
- Microsoft Outlook
- Filing
- Order Processing
Timeline
Customer Service Representative
TeleDirect-Remote
07.2024 - Current
Customer Service Representative
Advance Financial 24
04.2024 - 05.2024
Customer Service Representative
Aucera (DialAmerica)
06.2023 - Current
Customer Service Representative
MECO CORPORATION
11.2017 - 06.2023
Customer Service Representative
Sykes Enterprises, Incorporated
11.2016 - 05.2017
Customer Service Representative
Advance Call Center of Technologies
11.2015 - 02.2016
Telesales Rep
Comcast
11.2014 - 07.2015
Customer Care Representative
Advanced Call Center Technologies
12.2011 - 05.2013
Direct Support Staff
Evergreen Presbyterian Ministries
08.2010 - 12.2011
Agent
Dial America
06.2010 - 07.2010
Direct Support Staff
Sunrise Community of Tennessee
02.2008 - 05.2010
Staff
Boys & Girls Club of Greeneville
08.2006 - 05.2010
Some College (No Degree) - Mass Communications
Lincoln Memorial University
Some College (No Degree) - Business Administration And Management
Ashford University
High School Diploma -
Greeneville High School