Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

JILL ROANHORSE

Albuquerque,NM

Summary

Dynamic customer service professional with extensive experience at T-Mobile, recognized for resolving conflicts and enhancing customer satisfaction. Skilled in relationship building and complaint handling, consistently exceeding performance metrics. Proficient in data entry and active listening, fostering loyalty and repeat business through personalized service and effective problem resolution.


Overview

15
15
years of professional experience

Work History

Customer Service Representative

T-Mobile
07.2017 - 03.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • 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.

Customer Service Representative

Verizon
05.2015 - 06.2017
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Front Desk Agent

Nativo Lodge
09.2010 - 08.2014
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.

Education

High School Diploma -

Wingate High School
Fort Wingate, NM
05-2003

Skills

  • Customer service
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Complaint handling
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Product knowledge
  • Team development
  • Administrative support
  • Active listening
  • Critical thinking
  • Data entry

Timeline

Customer Service Representative

T-Mobile
07.2017 - 03.2025

Customer Service Representative

Verizon
05.2015 - 06.2017

Front Desk Agent

Nativo Lodge
09.2010 - 08.2014

High School Diploma -

Wingate High School

Similar Profiles

CREATE PROFILE