Jessika Solis
Waukegan,IL
Summary
Flexible customer support agent works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Overview
12
12
years of professional experience
Work History
HR Coordinator
Jewel Osco
03.2024 - Current
- Maintained human resources information system and kept employee files up to date and accurate.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Assisted in payroll processing, ensuring accurate compensation for all employees based on hours worked and applicable deductions.
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting 5 interviews per week and process drafting offer letters.
Bilingual Customer Service Representative/Management Trainee-Remote
EVERRISE
03.2023 - 10.2023
- Cross trained in multiple departments to know all company needs and train new employees.
- Processed customer service requests via phone support.
- Noted customer correspondence in CRM to track requests, problems and solutions.
- Properly diagnosed customer needs and proactively educated them about features and benefits of company products and service.
- Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity.
Customer Service Representative- Remote
Peak Support(Project Based)
12.2022 - 03.2023
- Performed administrative tasks and assisted in executing business solutions.
- Successfully entered data into company database and validated accuracy of valuable company information.
- Utilizing probing skills and analyzing knowledge base for exceptional customer service.
- Generated data reports, enter company findings into database and perform backups.
- Maintaining QA stats above 95% and assisting with customer concerns through Zendesk.
Customer Solutions Agent -Hybrid
LTD Commodities
04.2022 - 12.2022
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Properly diagnosed customer needs and proactively educated them about features and benefits of company products and services.
- Guided customers through troubleshooting, navigating company website/mobile apps or using products or service using digital tools.
- Assisted customers by providing confirmations, answering questions and offering general information.
Shift Manager/Trainer
Mcdonalds Corp.
06.2012 - 04.2022
- Ensure top quality service provision while managing consistent supervision of 15-20 team members.
- Oversee activities in kitchen to ensure top quality foods are prepared.
- Resolve quickly any complaint or issue related to food quality.
- Carry every member of staff along and get them adequately informed on important issues as and when due.
- Managed employee schedules to ensure adequate coverage during peak hours, resulting in smoother workflow.
- Promoted positive work environment through open communication and constructive feedback.
Education
State of Illinois High School Diploma -
College of Lake County
Waukegan09.2023
Skills
- Fluent Bilingualism
- Call center experience
- Remote support tools navigation
- Data Entry and Reporting
- Data Analyst
- MS Office Applications
- Team Leadership
- Verbal and written communication
- Exceptional customer service
- Empathy Display
- Friendly, Positive Attitude
- Works Well Under Pressure
References
References available upon request
Volunteer Work
Feed My Starving Children Jan 2024 - Feb 2024
Volunteer Associate
- Prepared and served food for about 100-200 pax on weekends
- Assist with packaging and food distributions for families
Languages
Spanish
Full Professional
Timeline
HR Coordinator
Jewel Osco
03.2024 - Current
Bilingual Customer Service Representative/Management Trainee-Remote
EVERRISE
03.2023 - 10.2023
Customer Service Representative- Remote
Peak Support(Project Based)
12.2022 - 03.2023
Customer Solutions Agent -Hybrid
LTD Commodities
04.2022 - 12.2022
Shift Manager/Trainer
Mcdonalds Corp.
06.2012 - 04.2022
State of Illinois High School Diploma -
College of Lake County