Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Almost Family. Skilled in problem resolution and active listening, adept at managing high-stress situations and resolving customer complaints with empathy. Demonstrated proficiency in Microsoft Excel and a professional telephone demeanor, contributing to a significant improvement in customer service metrics. 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.
Hi, I’m
Jessica Sauer
Terryville,CT
Summary
Overview
14
years of professional experience
Work History
Almost Family
Customer Service Representative
01.2021 - 07.2024
Job overview
- 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 30 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Fanueil
Customer Service Representative
10.2019 - 03.2020
Job overview
- 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 20 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.
- 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.
Wearthertite Systems
Administrative Assistant
02.2010 - 02.2018
Job overview
- Answered 40 incoming calls back to back, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
Education
Bradford Hall Career InstituteSouthington, CT
Certificate from Health Claims Specialist
05.2004
University Overview
John. F Kennedy High SchoolWaterbury
High School Diploma
06.2003
University Overview
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Microsoft Excel
- Payment Processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Scheduling
- Follow-up skills
Timeline
Customer Service Representative
Almost Family
01.2021 - 07.2024
Customer Service Representative
Fanueil
10.2019 - 03.2020
Administrative Assistant
Wearthertite Systems
02.2010 - 02.2018
Bradford Hall Career Institute
Certificate from Health Claims Specialist
John. F Kennedy High School
High School Diploma
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