Jo Ann Gibson
Evansville,IN
Summary
Dynamic customer service professional with proven success at Alorica, excelling in high-volume call centers. Skilled in call handling techniques and empathetic communication, I consistently improved client satisfaction and reduced wait times. Adept at documentation and reporting, I thrive in fast-paced environments, ensuring prompt and accurate assistance while maintaining confidentiality.
Overview
40
40
years of professional experience
Work History
Inbound Call Center Representative
Alorica
02.2022 - 08.2024
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Handled calls for large Warehouse with members having issues with appliances, televisions, computers and laptops still under warranty.
- Worked with manufactures to set up appointments for repair.
Eligibility Interviewer
State of Arizona Department of Economic Security
03.2021 - 09.2021
- Updated case files accurately and promptly after each interaction with clients or changes in circumstances affecting their eligibility status.
- Increased client trust by maintaining strict confidentiality with sensitive personal information during interviews and throughout the application process.
- Collaborated with other team members to identify areas for improvement in the application process, resulting in increased efficiency.
- Leveraged strong analytical skills to evaluate complex financial documents necessary for determining program eligibility accurately without compromising timeliness or quality of service delivery.
- Expedited the resolution of applicant issues by effectively communicating with both applicants and relevant agencies.
Customer Service Representative
Alorica
06.2020 - 03.2021
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Documented and detailed calls and complaints using call center's CRM database.
- Addressed customer account discrepancies and concerns.
Legal Assistant
Law Office of Patricia Overmeyer
10.2015 - 06.2020
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Facilitated timely resolution of legal matters by preparing and organizing essential documents.
- Responded to client inquiries, providing accurate legal advice and offering assistance.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Reduced errors in court filings by meticulously proofreading documents for accuracy before submission.
- Assisted with trial preparation, including creation of exhibits, compilation of witness lists, and organization of evidence materials.
- Drafted accurate and persuasive legal correspondence, contributing to successful negotiations and settlements.
Legal Assistant
Law Office of Natasha Wrae
11.2013 - 10.2014
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
- Screened and triaged phone calls, interviews and gathered vital information for potential clients
- Prepared and transmitted legal documents and filed with courts
- Provided administrative support for Attorneys.
- Analyzed and Organized information to produce reports, indexed and tracked files.
Education
High School Diploma -
Birminingham High School
Van Nuys, CANo Degree - Business Administrationa And Real Estates
Los Angeles Valley College
Van Nuys, CASkills
- Performance metrics
- Up-selling techniques
- Call decisioning
- Call handling techniques
- High-volume call centers
- Empathy and patience
- Product knowledge
- Appointment scheduling
- Documentation and reporting
- Call center operations
- CRM software usage
- Payment processing
- Communicating with clients
- Answering questions
Timeline
Inbound Call Center Representative
Alorica
02.2022 - 08.2024
Eligibility Interviewer
State of Arizona Department of Economic Security
03.2021 - 09.2021
Customer Service Representative
Alorica
06.2020 - 03.2021
Legal Assistant
Law Office of Patricia Overmeyer
10.2015 - 06.2020
Legal Assistant
Law Office of Natasha Wrae
11.2013 - 10.2014
High School Diploma -
Birminingham High School
No Degree - Business Administrationa And Real Estates
Los Angeles Valley College
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