Jessica Rawles
Emporia,VA
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Concentrix
05.2021 - 10.2023
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
Tech Support
Concentrix
07.2019 - 07.2020
- Deliver technical support for customers through phone, email, and chat.
- Resolved XX% of customer inquiries on the first call, exceeding department average
- Assisted customers in setting up new devices and configuring network settings for optimal performance
- Collaborated with cross-functional teams to identify and resolve complex technical issues
- Documented all customer interactions and solutions in a detailed ticketing system
Trainer
Lowe's
06.2018 - 04.2020
- Supervised a team of XX warehouse associates, ensuring efficient and accurate processing of incoming and outgoing shipments
- Implemented a new inventory management system, resulting in a XX% reduction in stock discrepancies
- Developed and implemented standard operating procedures (SOPs) for receiving, inspecting, and restocking returned merchandise
- Trained new hires on proper handling and storage techniques to minimize product damage during the return process
- Collaborated with cross-functional teams to resolve customer complaints related to returns, achieving a XX% improvement in customer satisfaction ratings
Cashier
McDonald's
01.2012 - 06.2013
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
- Maintained a balanced cash drawer at all times, reconciling discrepancies promptly
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
- Assisted in training new cashiers on proper procedures for handling transactions and resolving customer issues
- Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed
Education
High school diploma -
Weldon High School
05.2013
Skills
- Customer service
- Microsoft Word
- Microsoft Office
- Organizational skills
- Fast learner
- Active listener
- Time management
- Data entry
- Communication skills
- Phone etiquette
Certification
Driver's License
Timeline
Customer Service Representative
Concentrix
05.2021 - 10.2023
Tech Support
Concentrix
07.2019 - 07.2020
Trainer
Lowe's
06.2018 - 04.2020
Cashier
McDonald's
01.2012 - 06.2013
High school diploma -
Weldon High School
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