Jessica Tavares
Portsmouth,RI
Summary
A Customer Service Representative who performs and delegates all of my multiple duties in a respectful and professional manner. Dedicated and experienced as a previous Customer Service Representative with a track record of proven success. Provides exceptional customer service through active listening and problem solving with strong time management skills who thrives in a fast-paced, dynamic environment.
Overview
18
18
years of professional experience
Work History
Membership Sales and Service Counselor
AAA Northeast
02.2023 - Current
- Assist clients with membership changes, payments, and cancellations
- Reach sales and quality goals
- Engage the team with monthly games and challenges that focus on KPI's
Brand Engagement Counselor
AAA Northeast - Lexus RAP
07.2022 - 02.2023
- Assist guests with any dealership or technical problems they are having
- Properly document the call
- Make sure to hit all the compliances such as QA, handle time, wrap time and hold time
Comsearch
01.2019 - 01.2021
- Responsible of the data entry to process insurance claims
Retention Team Lead
The Boston Globe
08.2017 - 01.2019
- Received and resolved escalation level calls from representatives and clients
- Established new processes and procedures that were used for growth within our team
- Coordinated with other departments throughout the organization on special projects
- Allocating jobs and workloads to individual staff members based on their ability
- Ensuring that there is a certain level of slack in the system to cover busy periods
- Monitoring Quality Assurance to ensure that each representative hits QA and time time management goals
- Giving prompt and accurate information on individual employee performance
- Ensure that employee time cards are correct
Customer Success Representative
The Boston Globe
10.2016 - 01.2019
- Effectively managed a high-volume of inbound customer calls, chats, & emails
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Acted professionally and patiently when addressing negative customer feedback
- Met or exceeded service and quality standards every review period
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
Key Holder
Patriot Petroleum
08.2012 - 10.2016
- Operated a cash register for cash, check and credit card transactions with 100% accuracy
- Stocked and replenished merchandise according to store merchandising layouts
- Cleaned and organized the store, including the checkout desk and displays
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register
- Trained new employees
- Welcomed customers into the store and helped them locate items
- Assigned employees to specific duties to best meet the needs of the store
Customer Logistics Representative
On Process Technology
05.2009 - 10.2010
- Assisted with return processes from customer to supplier
- Managed a constant flow of customer calls with up to 40 calls outbound calls per hour
- Gathered and verified all required customer information for tracking purposes
- Documented all customer inquiries and comments thoroughly and quickly
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service
Customer Service Representative
Starwood Customer Contact Center
10.2007 - 06.2008
- Process all reservation requests, changes, and cancellations received by phone in a timely manner
- Effectively managed a high-volume of inbound customer calls
- Overcome objections for customers by asking clear and specific questions
- Provided an elevated customer experience to generate a loyal clientele
- Learned, referenced and applied product knowledge information
- Documented all customer inquiries and comments thoroughly and quickly
- Processed cash and credit payments rapidly and accurately
Electronics Sales Associate/Cashier
Staples
07.2006 - 04.2007
- Operated a cash register for cash, check and credit card transactions with 100% accuracy
- Stocked and replenished merchandise according to store merchandising layouts
- Priced merchandise, stocked shelves and took inventory of supplies
- Cleaned and organized the store, including the checkout desk and displays
- Alerted customers to upcoming sales events and promotions
- Identified potential shoplifters and alerted management
- Welcomed customers into the store and helped them locate items
- Recommended merchandise to customers based on their needs and preferences
Education
Cosmetology License -
Rob Roy Academy
01.2011
Highschool Diploma -
Tiverton High School
01.2006
Skills
- Exceptional communication skills
- Works well under pressure
- Quick learner
- Excellent time management skills
- Self-motivated
- Effective problem solver
- Positive and friendly
- Detail-oriented
References
Available Upon Request
Timeline
Membership Sales and Service Counselor
AAA Northeast
02.2023 - Current
Brand Engagement Counselor
AAA Northeast - Lexus RAP
07.2022 - 02.2023
Comsearch
01.2019 - 01.2021
Retention Team Lead
The Boston Globe
08.2017 - 01.2019
Customer Success Representative
The Boston Globe
10.2016 - 01.2019
Key Holder
Patriot Petroleum
08.2012 - 10.2016
Customer Logistics Representative
On Process Technology
05.2009 - 10.2010
Customer Service Representative
Starwood Customer Contact Center
10.2007 - 06.2008
Electronics Sales Associate/Cashier
Staples
07.2006 - 04.2007
Cosmetology License -
Rob Roy Academy
Highschool Diploma -
Tiverton High School
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