Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jessica Rudd

Wolfforth,TX

Summary

Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.

Overview

16
16
years of professional experience

Work History

Customer Service Retention Specialist

AT&T
Lubbock, TX
06.2023 - Current
  • Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns.
  • Monitored customer satisfaction levels using surveys and feedback forms.
  • Identified customer needs and offered appropriate solutions.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Drafted customized communication plans for high-value customers.
  • Strengthened customer retention by offering discount options.
  • Analyzed customer feedback data to identify areas of improvement in services provided.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Assisted sales teams in closing deals by providing additional information or discounts.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Performed customer negotiations to reach fair conclusion for both business and customer.
  • Researched competitive offerings from other companies in the industry.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Analyzed customer data to identify potential retention opportunities.

ACA Insurance Specialist

Pearl Interactive Network
Winchester, KY
04.2018 - 03.2023
  • Completed insurance applications and assisted with Affordable Care Act tax forms, ensuring customer satisfaction.
  • Processed insurance applications and provided support with Affordable Care Act tax forms, maintaining high levels of customer service.
  • Facilitated the completion of insurance applications and aided with Affordable Care Act tax forms, enhancing customer satisfaction.
  • Analyzed financial statements to determine appropriate levels of coverage for clients.
  • Responded promptly to customer inquiries about their policies and provided timely updates as needed.
  • Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices.
  • Resolved routine and complex issues by performing detailed research.
  • Greatly improved office operations by reducing backtracking of work through creation of material movement process.
  • Improved data collection accuracy by structuring systems for desktop spreadsheets.

Tax Support Specialist

Amazon
Winchester, KY
10.2008 - 03.2018
  • Advised clients to comply with IRS regulations and meet state and federal tax obligations.
  • Drafted letters to communicate with government agencies regarding client's tax matters.
  • Managed multiple tax preparation projects simultaneously, ensuring timely completion and filing.
  • Supported work of senior-level accounting and tax preparation professionals to maximize office productivity.
  • Signed large business accounts up for tax exemption and processed refunds for tax-exempt accounts.
  • Managed large business accounts, ensuring accurate tax exemption status and refunds.
  • Facilitated tax exemption sign-ups and refunds for large business accounts, maintaining compliance and accuracy.
  • Liaised between clients and tax authorities such as IRS representatives.
  • Maintained up-to-date knowledge of current tax regulations and procedures.
  • Prepared quarterly estimated payments for clients who are self-employed or have rental income.
  • Used tax form instructions and tables to complete tax forms.
  • Supplied detailed tax documentation needed to submit accurate corporate and individual returns.

Education

Associate of Arts - Fine Arts

Morehead State University
Morehead, KY
05-2008

Skills

  • Call center experience
  • Telephone manner
  • CRM software proficiency
  • Email etiquette
  • Customer service background
  • Retention strategies
  • Proficiency in Microsoft office, excel, etc
  • Customer service experience
  • Patience and tolerance
  • Excellent communication skills
  • Outstanding interpersonal skills
  • Refunds processing
  • POS systems expert
  • De-escalation techniques
  • High-energy attitude
  • Adaptability
  • Organization and recordkeeping
  • Multitasking
  • Reliability
  • MS office
  • Professional phone voice
  • Effective communication
  • Quality control
  • Order documentation
  • Problem resolution
  • Organizational skills
  • Problem-solving
  • Senior leadership support
  • Goal setting
  • Credit card payment processing
  • Information gathering
  • Team collaboration
  • Analytical skills

Timeline

Customer Service Retention Specialist

AT&T
06.2023 - Current

ACA Insurance Specialist

Pearl Interactive Network
04.2018 - 03.2023

Tax Support Specialist

Amazon
10.2008 - 03.2018

Associate of Arts - Fine Arts

Morehead State University

Similar Profiles

CREATE PROFILE
Jessica Rudd