Jessie Port
Owner Of Maid Precision, LLC
New Cumberland,PA
Summary
Dynamic customer service leader with a proven track record at HomeTeam Mortgage, excelling in complaint resolution and team building. Enhanced customer satisfaction by 20% through strategic service delivery optimization. Proficient in CRM and MS Office, adept at fostering positive relationships and driving continuous improvement. Recognized for adaptability and effective decision-making in high-pressure environments.
Overview
2025
2025
years of professional experience
Work History
Customer Service Supervisor
Kay’s Cafe
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Created, prepared, and delivered reports to various departments.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
Virtual Customer Service Associate
Wrench Mobile Mechanic
Seattle, WA
01.2020 - 03.2024
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Navigated multiple systems simultaneously while assisting customers, increasing efficiency and reducing handle time.
- Balanced competing priorities effectively while managing heavy workloads during peak hours or high call volume periods.
- Strengthened relationships with key clients by providing personalized attention and addressing their unique needs proactively.
- Assisted customers with product selection, maximizing sales and meeting revenue targets.
- Maintained detailed records of customer interactions, ensuring proper follow-up actions were taken when needed.
- Ensured timely resolution of technical issues faced by customers through effective troubleshooting techniques.
- Contributed to the development of training materials for new hires, fostering consistency in service delivery across the team.
- Supported fellow team members in resolving complex issues by sharing expertise and advice when needed.
- Provided exceptional support to customers through phone, email, and chat platforms.
- Promoted a positive brand image by consistently delivering top-notch service experiences for all customers.
- Resolved customer complaints efficiently, leading to improved retention rates.
- Stayed updated on company policies and product offerings to provide knowledgeable assistance to customers.
- Identified opportunities for upselling products or services during customer interactions, boosting company revenue.
- Managed high call volumes while maintaining a professional and friendly demeanor towards customers.
- Streamlined communication between departments by proactively sharing relevant customer feedback and insights.
- Participated actively in ongoing training sessions and workshops aimed at enhancing personal skills and staying current with industry developments.
- Implemented new strategies for better handling of customer issues, resulting in decreased wait times.
- Collaborated with team members to continuously improve overall customer service quality.
- Adapted quickly to changes in business processes or technology updates, minimizing any impact on the level of service provided to customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Trained new personnel regarding company operations, policies and services.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Customer Service Representative
Home Team Mortgage
05.2011 - 03.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Improved resolution time with effective problem-solving for customer complaints.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
Education
CMT - Medical Assistant
Baltimore School of Massage Therapy
Denver, CO05.2013
High School Diploma - Basic
Elizabethtown Area High School
Elizabethtown, PA06.2002
Skills
Problem-solving
Customer relations
Adaptability and flexibility
Team building and leadership
Time management
Complaint resolution
Decision-making
Sales support
Call center operations
Service delivery optimization
Issue resolution
Work prioritization
Workflow management
Continuous improvement
MS office
Handling escalations
Quality assurance
Customer service
Customer relationship management (CRM)
Policy enforcement
Report generation
Complaint handling
Proficient in software
Escalation management
Call center management
Records management
Research and due diligence
Positive and constructive feedback
Employee scheduling
Talent allocation
Sales proficiency
Performance evaluations
New hire training
Time tracking
Account management
Expertise in sales
Call flow maximization
Workforce management
Account updates
Schedule management
Account authorizations
Verbal and written communication
Training development
Employee schedule management
Accomplishments
Received awards for Exemplary Performance
Timeline
Virtual Customer Service Associate
Wrench Mobile Mechanic
01.2020 - 03.2024
Customer Service Representative
Home Team Mortgage
05.2011 - 03.2024
Customer Service Supervisor
Kay’s Cafe
CMT - Medical Assistant
Baltimore School of Massage Therapy
High School Diploma - Basic
Elizabethtown Area High School