Jody Laing
Roanoke
Summary
A customer-focused, call center professional with 4+ years of experience in high-volume inbound and outbound call centers. Seeking to use proven skills in problem solving and communication to provide expert service to Outdoor Research customers. Maintained 91% customer satisfaction. A track record of interfacing with diverse clientele and identifying opportunities to improve the customer experience.
Overview
6
6
years of professional experience
Work History
Cashier/Sales Representative
Walmart Supercenter
11.2024 - 01.2025
- Scanning items, applying discounts, and processing payments through cash, credit cards, and other payment methods.
- Answering customer questions, assisting with returns and exchanges, and providing product information.
- Adhering to store policies and procedures, including safety protocols and loss prevention practices.
Customer Service Representative
Empire Call Center
01.2025 - Current
- 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.
Sales Representative
Centerfield
10.2021 - Current
- Interact with customers to provide product information as well as resolve issues that may rise on product/service purchases.
- To provide periodic reports on work plans results and sales activities to a sales manager.
- To design and implement follow-up schemes that would ensure customer satisfaction and product/service effectiveness.
Account Management / Tech Chat Support
Sutherland Global
03.2020 - 10.2021
- Respond to customer queries in a timely and accurate way, via chat.
- Strived to exceed sales targets, took appropriate steps to meet monthly personal and department sales goals.
- Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users).
- Update our internal databases with information about technical issues and useful discussions with customers.
- Manage and update changes to assigned accounts.
Account Associate
VXI Jamaica
10.2019 - 12.2019
- Consistently exceeded key performance indicator targets regarding call length, conversion rate, and customer satisfaction.
- Manage inbound sales inquiries related to products and promotions and quickly establish rapport with customers over the phone.
- Ensure consistency and accuracy of customer account deliverables.
Education
High School - English 3, Social Studies 3, Electrical Technology 2, Information Technology 2
Port Antonio High School
01.2018
Skills
- Computer skills
- Accurate Data Entry
- Customer service support
- Strong organization skills and attention to details
- Inbound and Outbound handling
- Ability to multitask
- Excellent customer service
- Sales
- Customer Relationship Management
PROFILE AND STRENGTHS
- Providing high-quality service to callers working address and meet all needs.
- Hardworking, motivated and goal-oriented.
- Highly skilled in providing efficient customer care.
- Good oral and written communication skills.
- Work well in teams, meet deadlines, and have Good organizational skills.
- Good interpersonal skills enhanced by interacting with different individuals daily.
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Empire Call Center
01.2025 - Current
Cashier/Sales Representative
Walmart Supercenter
11.2024 - 01.2025
Sales Representative
Centerfield
10.2021 - Current
Account Management / Tech Chat Support
Sutherland Global
03.2020 - 10.2021
Account Associate
VXI Jamaica
10.2019 - 12.2019
High School - English 3, Social Studies 3, Electrical Technology 2, Information Technology 2
Port Antonio High School
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