Jill Curtis
Customer Service
Willoughby,OH
Summary
Problem-solver and effective listener, excelled at Progressive Insurance by enhancing customer satisfaction and reducing call handling times. Skilled in multitasking and active listening, adept at fostering positive environments and streamlining operations. Achieved significant improvements in team performance and efficiency, demonstrating reliability and a keen eye for detail.
Overview
9
9
years of professional experience
Work History
Sales Associate
Alvin's Jewlers/Marlo's Fine Jewlery
02.2001 - 12.2006
- Organized jewelry cases and displays to maintain store visual appeal, engage customers, and promote specific merchandise.
- Custom designed pieces for clients looking for something outside our standard offerings.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Lead Phone Operator
Professional Answering Service
09.2004 - 04.2006
- Provided new hire training and oversaw performance during 2nd shift.
- Answered multiple like phone system, servicing businesses after hours and distributing messages or connecting clients to services based on their individual contracts.
- Handled questions and requests from our contracted clients as well as their customers with efficiency and attention to detail.
- Supported management decision-making by compiling operational and production data into daily logs.
Call Center Representative
Progressive Insurance
02.2000 - 01.2001
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Quoted commercial insurance policies for local and regional businesses.
Receptionist
Jennifer & Co. Salon
06.1998 - 11.1999
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct stylist.
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Handled cash transactions and maintained sales and payments records accurately.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
Education
N/A - Associate of Arts
Lakeland Community College
Willoughby, OHDiploma & Certificate Of Marketing - College Prep / Marketing
Willoughby South High School
Willoughby, OH05.2000
Skills
- Excellent active listening
- Efficient multitasking
- Problem-solving abilities
- Punctuality
- Reliability
- Critical Thinking
- Professionalism
- Record-keeping
- Quality assurance standards
- Detail orientation
Timeline
Lead Phone Operator
Professional Answering Service
09.2004 - 04.2006
Sales Associate
Alvin's Jewlers/Marlo's Fine Jewlery
02.2001 - 12.2006
Call Center Representative
Progressive Insurance
02.2000 - 01.2001
Receptionist
Jennifer & Co. Salon
06.1998 - 11.1999
N/A - Associate of Arts
Lakeland Community College
Diploma & Certificate Of Marketing - College Prep / Marketing
Willoughby South High School
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