Jessica Smith
Montgomery,AL
Summary
Professional customer service leader with strong background in managing teams and driving results. Consistently enhances team collaboration and adapts to changing needs, ensuring reliability and efficiency. Demonstrates exceptional skills in conflict resolution, training, and performance management, contributing to high customer satisfaction and operational success.
Overview
11
11
years of professional experience
Work History
Customer Service Representative Supervisor
Telaffects
04.2022 - Current
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Conducted regular performance reviews, providing constructive feedback and coaching to drive professional growth.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
CUSTOMER SERVICE REPRESENTATIVE
Alorica
09.2020 - 04.2022
- Provide an unforgettable experience for customers
- Promptly handles 300-400 calls per shift
- Help with personal needs, be empathetic toward customers, and their problems
- Problem solve while multitask using two computer skills, knowing the basic computer skills
- Managed high volume of calls, ensuring each customer received needed assistance.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Selected correct products based on customer needs, product specifications and applicable regulations.
CUSTOMER SERVICE REPRESENTATIVE
Bank of America
02.2019 - 09.2020
- Assist customers with bank accounts through Bank of America
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
General Office Worker/ Caregiver
Angels For The Elderly
01.2017 - 02.2019
- Assisted residence with getting dressed, daily meals, etc
- Assisted Alzheimer's residence
- Assisted with office duties, schedule, payroll, orders for workers, and residence
- Managed inventory and ordered supplies as needed, ensuring availability of necessary resources for daily operations.
- Assisted with onboarding new employees, providing training and resources to help them acclimate quickly to their new roles.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
CAREGIVER
Elmcroft Assisted Living
01.2014 - 01.2017
- Assisted residents with getting dressed, try to allow residents to be independent as possible but assist whenever needed
- Assured proper hygiene, assist with toileting if needed
- Provided verbal reminders for meals, activities, and appointments
- Assisted Alzheimer's residence like a normal human being
- Love, care and provide for your residence
Education
CERTIFIED PHLEBOTOMY TECHNICIAN (CPT) -
Jes Phlebotomy Health Services LLC
Montgomery, Alabama09.2020
CERTIFIED LABORATORY ASSISTANT -
Jes Phlebotomy Health Services LLC
Montgomery, Alabama09.2020
HIGH SCHOOL DIPLOMA -
Sidney Lanier High School
Montgomery, Alabama06.2013
Skills
- Organization and record-keeping
- Money management
- Empathetic customer service
- Follows guidelines and regulations
- Creative Problem-Solving
- Multitasking
- Attention to detail
- Critical thinking
- Venipuncture
- Capillary Blood Collection
- Specimen Preparation
- Team coaching
- Call center experience
- Payroll administration
- Team leadership
Timeline
Customer Service Representative Supervisor
Telaffects
04.2022 - Current
CUSTOMER SERVICE REPRESENTATIVE
Alorica
09.2020 - 04.2022
CUSTOMER SERVICE REPRESENTATIVE
Bank of America
02.2019 - 09.2020
General Office Worker/ Caregiver
Angels For The Elderly
01.2017 - 02.2019
CAREGIVER
Elmcroft Assisted Living
01.2014 - 01.2017
CERTIFIED LABORATORY ASSISTANT -
Jes Phlebotomy Health Services LLC
HIGH SCHOOL DIPLOMA -
Sidney Lanier High School
CERTIFIED PHLEBOTOMY TECHNICIAN (CPT) -
Jes Phlebotomy Health Services LLC
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