Jessie Stapleton
Hamilton,OH
Summary
Dynamic customer service professional with a proven track record at Startek USA, excelling in issue resolution and customer engagement. Achieved a 98% customer satisfaction rating by effectively managing complaints and implementing solutions. Skilled in data entry and call routing, consistently exceeding performance metrics and enhancing team collaboration.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Rumpke
Cincinnati, OH
09.2023 - Current
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved customer complaints promptly and efficiently.
Medical Assistant
Dr. Scheidler
Hamilton, OH
01.2023 - 08.2023
- Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
- Provided assistance to medical staff in performing minor surgical procedures.
Customer Service Representative
Startek USA
Hamilton, OH
08.2019 - 01.2023
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Achieved 98% 5-star customer satisfaction rating for having a friendly, understanding, and
patient attitude toward customers. - Executed customer questions, resolving issues and reducing the need for supervisor
assistance by 19%.
Call Center Supervisor
Startek USA
Hamilton, Ohio
01.2017 - 08.2019
- Manage a department of thirty employees (agents) and one supervisor addressing
technical support and client retention goals. - Analyze statistical call center metrics and reports, identified areas to improve,
implemented measures that improved service levels and achieved team objectives. - Manage, process, and review timesheets, payroll, and daily attendance of Call Center
employees. - Maintained all processes and quality of work within the department by meeting the
department’s metric goals. Practiced and enforced all security measures and safety
procedures. - Set sales goals for the department and teams and provided coaching for more challenging
personnel to ensure achievement.
Customer Service Representative
Startek USA
Hamilton, Ohio
01.2016 - 01.2017
- Answer 10+ calls per hour, exceeding target call rates by 16%.
- Collaborated with a team of 15+ people.
- Implemented product recommendations, increasing sales by 17%.
- Properly directed inbound calls in phone queues to improve call flow.
- Provided accurate and appropriate information in response to customer inquiries.
Skills
- Customer service
- Issue resolution
- Data entry
- Call routing
- Complaint management
- Customer engagement
References
References available upon request.
Timeline
Customer Service Representative
Rumpke
09.2023 - Current
Medical Assistant
Dr. Scheidler
01.2023 - 08.2023
Customer Service Representative
Startek USA
08.2019 - 01.2023
Call Center Supervisor
Startek USA
01.2017 - 08.2019
Customer Service Representative
Startek USA
01.2016 - 01.2017