Jody Robertson-Cannon
Brunswick,GA
Summary
Proven Customer Service Representative at Cxperts, adept in conflict resolution and critical thinking, significantly enhancing customer loyalty and satisfaction. Excelled in active listening and Microsoft Office Suite, leading to top performance recognition. Successfully turned challenges into positive outcomes, mastering both customer engagement and technical tasks with notable efficiency.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Cxperts
09.2008 - 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.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- 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.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
Education
High School Diploma -
Point Loma High School
San Diego, CASkills
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Documentation
- Microsoft Office Suite
Additional positions
- Eteam agent- resolved customer escalated issues. Worked order verifications. Responded to customer emails and chats.
- Supervisor- managed a team of eteam and phone agents, up to 25 agents. Reviewed and graded calls for quality. Handled scheduling. Assisted with escalated customers through messaging.
- Site Administrator- Onboarded new employees, offboarded outgoing employees, conducted I9 verifications, including the use of DHS website. Assisted management with agent engagement projects.
- Seasonal Workforce Optimization Management Specialist- used multiple systems to maximize workforce including Amazon Connect and Verint.
- Seasonal Timekeeper- using ADP, ensured times were correct for new hire classes. Made corrections to punches and coding.
Timeline
Customer Service Representative
Cxperts
09.2008 - Current
High School Diploma -
Point Loma High School
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