Jessica Proctor
North Augusta,SC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
16
16
years of professional experience
Work History
Customer Service Representative/Administrative Assistant
Aiken Pest Control, Inc.
03.2015 - Current
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Responded to customer inquiries via telephone and email to provide updated information.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Conducted follow-up calls to ensure customers were satisfied with their resolutions and gather feedback for improvement.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information in a timely manner.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Followed established procedures to enter and process data correctly.
- Managed paperwork efficiently, accurately recording daily work and invoices
- Organized, sorted, and checked input data against original documents.
- Assisted in training new employees on company policies, procedures, and best practices for customer retention efforts.
Call Center Representative
Sitel
06.2014 - 02.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Mastered multiple software applications used within the call center environment, enabling enhanced multitasking capabilities during calls.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Customer Service Representative
Academy Sports and Outdoors
04.2013 - 05.2014
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
Child Caretaker/Customer Service Representative
Achieve Fitness
02.2009 - 04.2013
- Ensured child safety by maintaining a clean, hazard-free environment and closely supervising all activities.
- Encouraged creative expression through arts and crafts activities, nurturing each child''s artistic talents.
- Developed strong relationships with parents to better understand each child''s unique needs and preferences.
- Sanitized tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Established trust with families by demonstrating reliability, punctuality, and genuine care for their children.
- Handled conflict resolution among children using effective problem-solving strategies that promoted empathy and understanding.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
Education
High School Diploma -
Midland Valley High School
Graniteville06.2011
Skills
- Administrative Support
- Customer Service
- Computer Proficiency
- Multi-Line Phone System
- Call Management
- Scheduling
- Data Entry Management
- Paperwork Processing
- Problem-solving abilities
- Payment Processing
- Technical Support
- Sales Training
Timeline
Customer Service Representative/Administrative Assistant
Aiken Pest Control, Inc.
03.2015 - Current
Call Center Representative
Sitel
06.2014 - 02.2015
Customer Service Representative
Academy Sports and Outdoors
04.2013 - 05.2014
Child Caretaker/Customer Service Representative
Achieve Fitness
02.2009 - 04.2013
High School Diploma -
Midland Valley High School
Work Preference
Work Type
Full TimePart TimeWork Location
On-SiteRemoteSimilar Profiles
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