Jessica Smith
Germantown,Maryland
Summary
Enthusiastic and Knowledgeable Customer Service Representative with proven track record of exceeding client expectations. Skilled professional with an extensive background in customer service. Calm and poised in the most pressure-driven situations. Proven record of building dynamic relationships and retaining clients. Highly effective in coaching peers while demonstrating exemplary communication skills.
Overview
9
9
years of professional experience
Work History
Chat Support Representative
Solar Energy World
05.2019 - 03.2024
- Provided accurate and appropriate information in response to customer inquiries.
- Addressed customer service inquiries in a timely and accurate fashion. Properly directed inbound chats queues to improve call flow.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and backed up other customer service managers.
- Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
- Trained new team members on live chat procedures and customer service protocols.
Customer Care Representative
Urban Lending Solutions
09.2015 - 06.2019
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service call script within specified time frames.
- Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times.
- Implemented and developed customer service training processes.
- Built customer loyalty by placing follow-up calls for customers who reported issues.
Education
Certification - Nursing Assistance
United Technical Center
Clarksburg, WV06.2007
High School Diploma -
Col. Zadok Magruder High School
Rockville, MD05.2003
Skills
- Live Chat Software: Live Person
- Type 80 WPM
- Customer Focused Empathy
- Professional and friendly
- Careful and active listener
- Multi-tasking
- Active listening skills
- Courteous
- Accomplished with mobile devices
- Troubleshooting proficiency
- Computer Proficiency
- Creative Problem Solving
- Customer Needs Assessment
- Excellent Grammar
- Internet Research
- Phone and Chat Skills
- Time Management
- Customer service expert
- Telecommunication skills
- Exceptional telephone etiquette
- MS Office proficiency
Accomplishments
Customer Assistance
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Customer Service
- Researched, calmed and rapidly resolved client conflicts to prevent loss of business sales
- Consistently generated additional revenue through skilled sales techniques.
- Managed chat flow with up to 3 consecutive chats in queue.
Skills
- Live Chat Software: Live Person
- Type 80 WPM
- Customer Focused Empathy
- Professional and friendly
- Careful and active listener
- Multi-tasking
- Computer Proficiency
- Creative Problem Solving
- Customer Needs Assessment
- Excellent Grammar
- Internet Research
- Phone and Chat Skills
- Time Management
Timeline
Chat Support Representative
Solar Energy World
05.2019 - 03.2024
Customer Care Representative
Urban Lending Solutions
09.2015 - 06.2019
Certification - Nursing Assistance
United Technical Center
High School Diploma -
Col. Zadok Magruder High School
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