Jessica Soto
Gardena,CA
Summary
Service-focused Customer relations 10+ years of experience. Solid team player, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.
Overview
15
15
years of professional experience
Work History
Customer service representative
Waste Resources
Los Angeles, CA
01.2019 - 03.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed over 60 incoming calls and made outbound calls.
- Fill out service contract forms, determine charges for service changes requested, change billing address records and process discontinuance of service request.
- Promptly responded to billing inquiry issues and work with other departments regarding customer disputes and any issues in service or invoices.
- Submitted credits or pro rates for changes in customers service level to billing department.
- Set up new residential and commercial accounts with submitted required documents received by email or fax.
- Assisted management with any city complaints by problem solving and resolving issues with positive results.
- Lead point of contact for customers account changes or any inquiries for all Carson senior residential accounts and Glendale commercial accounts.
- Educated customers about billing, payment processing and support policies and procedures.
Rover Security Guard
Allied Universal Security Services
Los Angeles, CA
08.2017 - 04.2019
- Inspected over 100 employees badges in order to expedite their admittance to facility.
- Check for unsafe conditions, hazards, unlocked doors, and security violations.
- Make sure all safety procedures are properly executed at all time.
- Quickly adapt to regulations of different areas or sites assigned to.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Scanned incoming and outgoing personnel and packages using hand-held wands and x-ray machinery to protect building, assets and individuals.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
Clerical Aid II
City Of Long Beach Environmental Services, Refuse Hotline Apple One Agency
Long Beach, CA
08.2016 - 07.2017
- Managed over 80 inbound calls and made outbound calls.
- Process customers email work orders in a timely manner.
- Contact customers to obtain or relay account information.
- Assist supervisors with customer account information or account modification.
- Work on daily reports to modify customers accounts.
- Critical thinking and problem solving.
- Trained new customer service agents to department standards.
- Delivered clerical support by handling range of routine and special requirements.
Billing Clerk and Dispatch
Areca
Compton, CA
08.2007 - 05.2016
- Kept records of invoices and supporting documents.
- Review billing reports and shipping documents for accuracy.
- Verify accuracy of all billing data and revise any account discrepancies.
- Critical thinking and problem solving.
- Researched files, records, and other documents to obtain information to promptly reply to received email request.
- Dispatch drivers with updates on their routes, also contact customers for any inquiries regarding delivery or pick up appointments.
- Assisted customers with account information, scheduled appointments, also helped solve customer complaints.
- Trained new employees by implementing company standards and procedures.
Education
Lawndale High School
Lawndale, CASkills
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Billing Adjustments and Refunds
- Strong Analytical and Problem Solving Skills
- Administrative and Office Support
- Computer Proficiency
- Team-Oriented and Cooperative
- Proactive Self-Starter
Languages
English
Spanish
Timeline
Customer service representative
Waste Resources
01.2019 - 03.2022
Rover Security Guard
Allied Universal Security Services
08.2017 - 04.2019
Clerical Aid II
City Of Long Beach Environmental Services, Refuse Hotline Apple One Agency
08.2016 - 07.2017
Billing Clerk and Dispatch
Areca
08.2007 - 05.2016
Lawndale High School
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