Jessica Walker
Winter Haven,FL
Your time is limited, so don’t waste it living someone else’s life.
Steve Jobs
Summary
Knowledgeable and dedicated Senior Customer Service Representative with more than 15 years of customer service and 4 years working from home experience adds value to business by providing outstanding customer service, engaging customers and building relationships. Operates at high level to consistently meet or exceed business quality and productivity standards. Adaptable and responsive team player with unwavering dedication to retaining customers, boosting revenue and resolving conflicts. with extensive experience. Solid team player with outgoing, 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. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Senior Customer Service Representative
Keiser Permanente Retirement Center
03.2021 - 11.2023
- Assisted clients in navigating complex pension regulations, helping them make informed decisions about their options.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Consistently exceeded performance targets, earning recognition as top-performing Senior Customer Service Representative on multiple occasions.
- Established strong rapport with customers, fostering long-term relationships.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided exceptional support during annual enrollment periods, assisting clients in making necessary changes or updates to their plans.
- Assisted clients in navigating complex retirement plans, simplifying information for easier decision making.
- Maximized efficiency by effectively managing high-volume workloads within tight deadlines.
Customer Service Representative
Samsung Service Center
09.2020 - 02.2021
- Answered over 100 customer telephone calls daily to keep hold times low.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
Pearl International
03.2020 - 09.2020
- Helped large volume of over 200 customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Managed high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Customer Service Representative
WellDyneRx
11.2019 - 03.2020
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Customer Service Representative
24/7 Intouch
04.2017 - 09.2019
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer calls and emails to answer questions about products and services.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
Newspaper Carrier
Lakeland Ledger
02.2013 - 03.2017
- Delivered newspapers and flyers to over a hundred homes daily.
- Planned daily rounds and determined most efficient way to distribute newspapers.
- Assembled and bagged newspapers prior to delivery.
- Distributed papers in various weather conditions during early morning.
- Handled distribution-related tasks such as sorting, bundling, and labeling newspapers accurately for efficient delivery.
- Increased customer satisfaction by delivering newspapers in a timely and accurate manner.
Senior Customer Service Representative
Results Call Center
06.2004 - 01.2013
- Engaged clients in person and over phone to answer questions and address complaints.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Mentored junior team members, contributing to their professional development and overall team success.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Listened to calls to maintain quality assurance standards.
Education
High School Diploma -
05.2001
Skills
- Call Control
- Conflict Management
- Account Management
- Documentation Review
- Customer Support
- Quality Assurance
- Live Chat Support
- Time Management
- Multitasking
- Active Listening
- Critical Thinking
- Calm Under Pressure
- Call Center Experience
- Telephone Etiquette
- Inbound and Outbound Calling
- KPI Monitoring
- High-Volume Environments
- Auto Dialers
- Resolving Complex Issues
- Billing Adjustments and Refunds
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Customer Service Representative - Keiser Permanente Retirement Center
03.2021 - 11.2023
Customer Service Representative - Samsung Service Center
09.2020 - 02.2021
Customer Service Representative - Pearl International
03.2020 - 09.2020
Customer Service Representative - WellDyneRx
11.2019 - 03.2020
Customer Service Representative - 24/7 Intouch
04.2017 - 09.2019
Newspaper Carrier - Lakeland Ledger
02.2013 - 03.2017
Senior Customer Service Representative - Results Call Center
06.2004 - 01.2013
Lake Region High School - High School Diploma,