Jessica A. Pierre
Jacksonville,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ortho One Sports Medicine
05.2021 - 05.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Call Center Customer Service Representative
ERC(Enhanced Resources Centers)
01.2020 - 05.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
- Maintained and managed customer files and databases.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
William T. McFatter Technical College
Fort Lauderdale, FL07.2013
Skills
- Senior Leadership Support
- Report Transcription
- Report Creation
- Staff Training
- Microsoft Word
- Report Preparation
- Retail Sales Customer Service
- Customer Relations
- Microsoft PowerPoint
- Microsoft Excel
- Stock Management
Certification
- [Area of certification] Training - [Timeframe]
Languages
English
Professional Working
Timeline
Customer Service Representative
Ortho One Sports Medicine
05.2021 - 05.2023
Call Center Customer Service Representative
ERC(Enhanced Resources Centers)
01.2020 - 05.2021
High School Diploma -
William T. McFatter Technical College
- [Area of certification] Training - [Timeframe]
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