Jessica Smith
Anchorage,AK
Summary
Polite and professional CSR successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
3
3
years of professional experience
Work History
Call Center Representative
Classic Collision
802 Gambell St Anchorage , Ak 99501
08.2022 - 08.2023
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Boosted customer service satisfaction ratings through consistent quality control.
- Educated customers on company systems, form completion, and access to services.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Investigated and resolved customer inquiries and complaints quickly.
Front Desk Receptionist
VCA Hospitals
2639 Boniface Pkwy Anchorage , Ak 99504
01.2021 - 06.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Completed data entry and filing to keep records updated for easy retrieval.
- Completed all tasks in compliance with company policies and procedures.
- Entered and updated sensitive customer information during check-ins and room changes.
- Sorted and delivered mail and packages upon arrival to correct staff members and departments.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Handled assignments independently with good judgement and critical thinking skills.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
Receptionist
Chevy Of South Anchorage
9100 Old Seward Hwy Anchorage , Ak 99515
02.2020 - 12.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Answered central telephone system and directed calls accordingly.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Organized, maintained and updated information in computer databases.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Education
High School Diploma -
Benny Benson Secondary School
4515 Cambell Airstrip Rd , Anchorage Ak 9950705.2020
Skills
- Sage 50 Accounting
- Service-Orientation
- Negotiation
- Microsoft Office
- Social Perceptiveness
- Training and Development
- Active Listening
- Answering Questions
- Resolving Issues
- Strong Analytical and Problem-Solving Skills
- Handheld Computer Device Software
- Google Docs
- Customer Support
- Verbal and Written Communication
- Microsoft Windows
- Caller Accomodations
- Customer Communication
- Time Management
- Microsoft Excel
- Problem-Solving Skills
- Speaking
- Call Control Skills
- Cash Handling
- Call Center Operations
- Customer Account Updates
- ADP Workforce Now
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Additional Information
Highly motivated and fast paced worker , I go above and beyond for the companies i am involved with as well do all task in an orderly and timely manners.
Timeline
Call Center Representative
Classic Collision
08.2022 - 08.2023
Front Desk Receptionist
VCA Hospitals
01.2021 - 06.2022
Receptionist
Chevy Of South Anchorage
02.2020 - 12.2020
High School Diploma -
Benny Benson Secondary School