Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Joelisa Lesure

Lauderdale Lakes,FL

Summary

Personable and dedicated Customer Service Representative with extensive experience in data entry and tech support. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Inktel - Jackson Hewitt
Fort Lauderdale, FL
06.2022 - Current
  • Verified members and looked up orders and check tracking
  • Reshipped missing items or replaced items on excel sheets
  • Give refunds to lost items
  • Identify causes of wrongful cancellations or other undesirable situations on package delays
  • Documented actions taken and sent over promotion codes for inconveniences
  • Provide information to the team to successfully resolve ticketing issues.
  • Updated databases with new and modified customer data.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Used proven techniques to de-escalate angry customers during telephone interactions.

Customer Services Representative / Health Rep

Inktel
Fort Lauderdale, FL
01.2021 - 06.2022
  • Greet and thank the customers
  • Work independently and follow directions related to the job
  • Diffuse escalated customer situations through great level problem solving
  • Communicate with all levels of management and company personnel
  • Maintain the highest level of professionalism at all times
  • Provided office support to Team Leads.
  • Maintained accurate documentation of all client interactions and treatments provided.
  • Tracked patient or client care and followed through to provide service effectiveness.
  • Educated clients on options to assist in making informed decisions.

Data Entry/Account Administrative Representative

Everise
Fort Lauderdale, FL
06.2019 - 12.2020
  • Educated customers how to use company systems, complete forms and obtain desired services
  • Researched issues through identification of similar past problems and recommended the most appropriate solution
  • Used and analyzed data from automated information aggregators to update the database
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
  • Entered customer interaction details in the database to track requests, document problems and record solutions offered.
  • Checked postings and documents for correctness, accuracy and proper coding.
  • Recorded debit, credit and account transactions in computer spreadsheets and databases.

Retention Specialist/ Tech Support

At&t
Sunrise, FL
09.2016 - 05.2019
  • Cross trained in multiple departments
  • Analyzed and updated all necessary changes to CRM software
  • Processed payments via phone
  • Processed customer requests to disconnect service
  • Noted customer correspondence in CRM to track requests, problems and solutions
  • Properly diagnosed customer needs and proactively educated customers about features and benefits of company products and services.
  • Received information regarding identified problems and devised responses to satisfy concerns.
  • Adhered to scripted responses and standardized plans to address problems.
  • Explained new products and services to customers.

Education

Diploma -

Piper High School
01.2016

Skills

  • Creative Problem Solving
  • Call Documentation
  • Order and Refund Processing
  • Data Entry
  • CRM Software
  • LiveChat Support
  • Microsoft Office
  • Billing
  • Inbound/ Outbound calling
  • Technical Support
  • Quality control
  • Sales
  • Email Support
  • Salesforce
  • Zendesk
  • Understanding Customer Need
  • Product Knowledge
  • Paperwork Processing
  • Data Collection
  • Complaint Resolution
  • Active Listening

References

EXCELLENT REFERENCES UPON REQUEST

Shameka Williams

(561) 407-5117

Michelle Allen

(786) 831-2116

Timeline

Customer Service Representative

Inktel - Jackson Hewitt
06.2022 - Current

Customer Services Representative / Health Rep

Inktel
01.2021 - 06.2022

Data Entry/Account Administrative Representative

Everise
06.2019 - 12.2020

Retention Specialist/ Tech Support

At&t
09.2016 - 05.2019

Diploma -

Piper High School

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Joelisa Lesure