Jessica Rozalski
Enfield
Summary
Qualified employee with solid foundation in customer retention and relationship management. Skilled in identifying customer needs and implementing strategies to enhance satisfaction and loyalty. Demonstrated ability to use problem-solving and communication skills to resolve issues and maintain strong client relationships.
Overview
24
24
years of professional experience
Work History
Customer Service Retention Agent
Comcast (Xfinity Mobile)
08.2024 - 02.2025
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
- Utilized CRM systems to track interactions with customers, allowing for more personalized service in future engagements.
- Improved communication within the team for better collaboration and problemsolving.
- Collaborated with other departments to resolve complex issues, improving overall customer experience.
- Initiated proactive outreach to customers at risk of cancellation, leading to increased loyalty.
- Increased client retention rates through personalized service and relationship building.
- Analyzed customer feedback to identify areas for improvement, implementing necessary changes for better results.
- Conducted follow-up calls with clients after issue resolution, ensuring satisfaction and gaining repeat business.
Assistant Manager
Pride
04.2018 - 09.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Shift Leader
Dunkin Donuts
01.2001 - 06.2016
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enforced company policies and regulations with employees.
Education
Bachelor of Science - Required
Post University
Waterbury, CT08-2023
Skills
- Client relationship building
- Call center experience
- Creative solutions
- De-escalation techniques
- Customer satisfaction measurement
- Brand awareness
- Upselling strategies
- Feedback collection
- Retention strategies
Languages
English
Native or Bilingual
Timeline
Customer Service Retention Agent
Comcast (Xfinity Mobile)
08.2024 - 02.2025
Assistant Manager
Pride
04.2018 - 09.2020
Shift Leader
Dunkin Donuts
01.2001 - 06.2016
Bachelor of Science - Required
Post University
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