Jourdan Erney
Boyertown,PA
Summary
Results-driven Customer Support Specialist with a strong focus on delivering exceptional customer experiences. Expertise in CRM utilization, multitasking, and cross-functional collaboration to resolve inquiries efficiently and foster positive client relationships.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
SOLO Laboratories
Kutztown, PA
07.2020 - 01.2022
- Provided timely support to customers via phone, email, and chat channels.
- Resolved product inquiries by utilizing knowledge of laboratory equipment and services.
- Maintained accurate records of customer interactions in CRM software for streamlined follow-ups.
- Collaborated with cross-functional teams to enhance customer experience and service delivery.
- Adapted quickly to changing processes, ensuring efficient handling of customer requests.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Office Administrative Assistant
A&R Marketing, Inc.
Fleetwood, PA
01.2018 - 07.2020
- Developed and maintained office supply inventory, ensuring resource availability for staff needs.
- Conducted regular office audits to ensure compliance with company policies and procedures.
- Acted as primary point of contact for client inquiries, fostering positive relationships through effective communication.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Ensured timely completion of projects with diligent task prioritization, delegation, and followup.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Facilitated smooth communication between departments, acting as a liaison to ensure prompt resolution of issues.
Customer Service Representative/Data Entry Clerk
SOLO Laboratories
Kutztown, PA
07.2015 - 01.2018
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed order processing using CRM software, ensuring accuracy and timely fulfillment.
- Trained new staff on customer service protocols, improving team performance and consistency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Entered and maintained accurate data in company databases, ensuring integrity of information.
- Reviewed and verified data for completeness, identifying discrepancies and resolving issues promptly.
- Trained new team members on data entry protocols and software usage to ensure consistency.
Education
Bachelor of Science - Sports And Leisure Studies
Kutztown University of Pennsylvania
Kutztown, PA05-2015
High School Diploma -
Fleetwood Area High School
Fleetwood06-2009
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- Call center operations
- Highly professional
- Conflict resolution
- Active listening
- Multitasking and organization
- Customer service excellence
- Empathy and patience
- Team collaboration
- Email communication
Timeline
Customer Support Specialist
SOLO Laboratories
07.2020 - 01.2022
Office Administrative Assistant
A&R Marketing, Inc.
01.2018 - 07.2020
Customer Service Representative/Data Entry Clerk
SOLO Laboratories
07.2015 - 01.2018
Bachelor of Science - Sports And Leisure Studies
Kutztown University of Pennsylvania
High School Diploma -
Fleetwood Area High School