Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Velasco

Orlando

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

17
17
years of professional experience

Work History

Customer Service Representative III

Medtronic
07.2023 - Current
  • Responsible for working with hospitals, clinics, customers/patients, and Sales Reps to fulfill sales orders for product inventory and or surgeries. Manages order full-fitment by keying orders via phone, email, fax, and or electronic methods. Working overtime for every quarter end period to address the high workloads, answer product related questions, trace lost shipments, answer questions related to shipping and delivery of products/orders, connecting customers to the appropriate support staff, as well as focusing on stock and allocation issues to maximize service.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition through out the company.
  • Remote
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Customer Service Representative

QuadMed
08.2021 - 07.2023
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Processed web and phones orders, ensuring product delivery to healthcare facilities.
  • Assist sales representatives with order details, pricing and client inquires.
  • Handle invoicing, process payments through Quickbooks, and managed customer accounts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.

Customer Service Representative

Sklar Instruments
09.2019 - 01.2021
  • Process orders in a timely manner, answer any questions that come via email or telephone, input information into systems proficiently, work independently, work off of excel spreadsheets inputting data to and from. To provide great customer support, attention to detail for the orders that are placed. Provide pricing to customers via telephone and email.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Managed timely and effective replacement of damaged or missing products.
  • Promptly responded to inquiries and requests from prospective customers.

Customer Care Specialist

Total Air Care Inc
04.2017 - 02.2018
  • To de escalate problems that may arise when a homeowner is serviced. Process refund requests, complaints, and damages that may have occurred while the technician fixed the have unit. Help customers when it has been over 10 days that they have not had they're issues resolved.

Customer Service Representative

United Airlines
04.2008 - 09.2014
  • Provide great customer service to ensure a pleasant flight
  • Work under time constraint at a pace to ensure on time departure
  • Communicate with managers about the flight also with flight crew advise them about issues that may come about with the actual flight
  • Worked with ramp supervisors to ensure positive bag match with international bags and flights
  • Assisted passengers with re booking in irregular operations
  • Communicating with my peers about flights and any issues pertaining to flight
  • Assisted passengers with checking in

Education

High school or equivalent - High school diploma

Washburn High School
Minneapolis, MN
06.2002

Skills

  • Customer Service
  • Customer Care
  • Call Center
  • Data entry
  • Critical thinking
  • Problem resolution
  • Relationship building
  • Computer proficiency
  • Complaint handling
  • Payment processing
  • Professional telephone demeanor
  • Microsoft outlook

Timeline

Customer Service Representative III

Medtronic
07.2023 - Current

Customer Service Representative

QuadMed
08.2021 - 07.2023

Customer Service Representative

Sklar Instruments
09.2019 - 01.2021

Customer Care Specialist

Total Air Care Inc
04.2017 - 02.2018

Customer Service Representative

United Airlines
04.2008 - 09.2014

High school or equivalent - High school diploma

Washburn High School

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