Jessica Solano
Phoenix,AZ
Summary
Customer Service Specialist with 9 years' experience in credit, retail, healthcare, and technical support. Excelled in remote roles, managing inbound calls, and resolving complex issues. Seeking Customer Service Remote position, bringing proven skills in de-escalation, technical troubleshooting, and customer satisfaction. Authorized to work in the US for any employer Service-oriented Customer Support Representative with 9+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
9
9
years of professional experience
Work History
Customer Service Tech Support
McGraw Hill
04.2024 - 07.2024
- Seasonal Rep for back to school teachers would call in to set up there online courses mathematics, science, etc they would call in and i would assists with password reset adding new courses students would also call in to get there semester set up etc
- Collaborated with team members to develop effective strategies for handling challenging customer interactions.
- Developed comprehensive understanding of company policies and procedures to effectively assist customers with diverse requests.
- Reduced wait times for callers by implementing effective call routing strategies based on availability or expertise within the team.
CSR
Adecco-Phoenix, AZ
12.2023 - 03.2024
- Managed inbound customer inquiries regarding benefits applications, providing guidance on necessary documentation for approval or denial processes.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Collaborated with management to develop strategies for enhancing overall customer experience.
Pre Enrollment Specialist
WTW-Tempe, AZ
11.2023 - 11.2023
- Conducted outbound and inbound calls, assisting clients with annual health insurance enrollment procedures and addressing their queries to facilitate a seamless selection process.
- Understood and thoroughly explained services provided to customers and potential customers.
- Communicated effectively via telephone, email, and in person with prospective customers.
- Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
- Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
- Updated, entered, and reviewed customer data.
Home Based Credit Specialist
Target-Tempe, AZ
06.2022 - 03.2023
- Resolved customer inquiries regarding credit services, ensuring timely and accurate assistance with payments and account questions
- Adhered to regulatory guidelines during inbound call management, maintaining full compliance with legal standards
- Fostered positive customer relationships, effectively de-escalating challenging situations and reinforcing client satisfaction.
- Optimized credit approval and collection processes, improving operational efficiencies by over 85 %.
Credit Specialist
iQor-Phoenix, AZ
08.2021 - 02.2022
- Conducted thorough reviews and approvals of credit applications, ensuring compliance with financial documentation standards
- Analyzed key financial documents, including tax returns and pay stubs, to assess loan application validity
- Maintained high accuracy in credit evaluations within a fast-paced, high-volume setting.
- Optimized credit approval and collection processes, improving operational efficiencies by over 85%.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Maintained accurate documentation of all credit-related activities, ensuring compliance with company policies and industry regulations.
- Reduced risk exposure by conducting thorough credit analyses for new and existing clients.
Retail Sales Associate
Victoria's Secret-Tucson, AZ
09.2021 - 01.2022
- Delivered high-quality customer service, addressing shopper inquiries and efficiently processing transactions
- Supported inventory control by assisting with stock maintenance and replenishment tasks.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Wrapped, boxed and weighed bakery department products.
Healthcare Call Center Representative
Alorica/Express Scripts-Tucson, AZ
03.2020 - 02.2021
- Coordinated prescription refills with healthcare providers to streamline medication management for senior clients
- Clarified insurance coverage and benefits for clients, ensuring transparent communication of information
- Maintained client satisfaction by efficiently handling a high volume of inbound calls and providing exceptional customer service.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Responded to customer calls and emails to answer questions about products and services.
Technical Support Representative
CustomerContactChannels-Tucson, AZ
12.2017 - 11.2019
- Resolved a high volume of technical issues pertaining to internet connectivity through diligent inbound call management
- Diagnosed and troubleshooted a range of technical problems using diverse systems, achieving high levels of customer satisfaction
- Expertly navigated customer concerns with strategic communication, effectively de-escalating potential conflicts.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Collections Specialist
Citibank Financial-Tucson, AZ
02.2018 - 11.2018
- Successfully resolved delinquent accounts by negotiating payment arrangements that aligned with client financial capabilities, emphasizing customer service retention
- Managed and customized collection approaches for diverse credit card portfolios, adapting strategies to reflect individual debtor circumstances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Developed customized reports for management, tracking key performance indicators related to collections efforts and results obtained.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
Customer Service Representative
Coworx Staffing-Tucson, AZ
02.2015 - 01.2018
- Addressed inbound customer inquiries, delivering resolutions for billing and service-related questions with a focus on customer satisfaction
- Offered technical support for television services and efficiently activated mobile SIM cards, enhancing user experience
- Confirmed and updated shipping information for customer devices, maintaining accuracy in order fulfillment.
- 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 customer requests for products, services, and company information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
Education
GED - General Educational Development
Primavera Online School
Tucson, AZ12.2017
Skills
- Excel (5 Years)
- Remote 4 years
- Customer service 9 years
- Retail (2 Years)
- Bilingual
- Tech Support (2 Year)
- Call center 10 years
- Troubleshooting
- PowerPoint (4 Years)
- Complaint Handling
- Upselling abilities
- Empathy Display
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Tech Support
McGraw Hill
04.2024 - 07.2024
CSR
Adecco-Phoenix, AZ
12.2023 - 03.2024
Pre Enrollment Specialist
WTW-Tempe, AZ
11.2023 - 11.2023
Home Based Credit Specialist
Target-Tempe, AZ
06.2022 - 03.2023
Retail Sales Associate
Victoria's Secret-Tucson, AZ
09.2021 - 01.2022
Credit Specialist
iQor-Phoenix, AZ
08.2021 - 02.2022
Healthcare Call Center Representative
Alorica/Express Scripts-Tucson, AZ
03.2020 - 02.2021
Collections Specialist
Citibank Financial-Tucson, AZ
02.2018 - 11.2018
Technical Support Representative
CustomerContactChannels-Tucson, AZ
12.2017 - 11.2019
Customer Service Representative
Coworx Staffing-Tucson, AZ
02.2015 - 01.2018
GED - General Educational Development
Primavera Online School
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