Skills
Summary
Work History
Education
Certification
Additional Information
Generic

Jessica Serrano

Tempe,AZ

Skills

  • Virtual customer assistance
  • Customer support via phone, email, and chat
  • Experienced with Zendesk, Salesforce, and HubSpot
  • Effective issue resolution skills
  • Customer support ticket handling
  • Effective problem solving
  • Proficient time management
  • Customer Retention & Satisfaction
  • Tools: Google Workspace, Microsoft office & Excel, Slack, and Zoom
  • Other: Basic troubleshooting, ticket triage, knowledge base updates

Summary

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Work History

Customer Service Representative (Remote)

Tech Solutions
01.2020 - 01.2025
  • Handled 60-80 inbound calls and 40+ chat/email tickets daily with a 95% customer satisfaction rating.
  • Delivered product troubleshooting and resolved customer concerns across billing, account management, and technical issues.
  • Consistently exceeded KPIs, including call handling time, first contact resolution
  • Recognized as “Top Performer” for 4 consecutive quarters

Customer Success Associate (Remote)

BrightConnect Services
01.2017 - 01.2020
  • Provided onboarding support and product guidance to new users
  • Managed customer accounts, ensuring successful adoption and engagement
  • Responded to customer inquiries via email and live chat with an average response time under 2 minutes
  • Assisted in reducing churn by identifying user issues early and offering tailored solutions

Education

Associated in - Business Communications

Rio Salado Community College
11.2025

High School Diploma - undefined

El Camino High School
01.2015

Certification

  • Customer Service Professional (CSP)
  • Remote Work & Productivity Certificate
  • Conflict Resolution & Communication Certification

Additional Information

  • Available for full-time remote work
  • Flexible Hours
  • AZ home based
  • Strong home-office setup with high internet speed

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