Molly Jacobs
Tolleson,AZ
Summary
Professional customer service representative with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Professional Driver
Uber
05.2023 - Current
- Improved customer satisfaction by providing timely and efficient transportation services.
- Collaborated closely with dispatchers to confirm pick-up locations, drop-off points, and estimated arrival times accurately communicated to passengers.
- Kept completely clean driving record with no reportable incidents.
- Contributed to company''s safety record with consistent adherence to traffic laws and regulations.
Front Desk Manager
There U Glow Spa
07.2020 - 03.2023
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Established strong rapport with returning guests while building new connections with first-time visitors.
Customer Service Representative
Wag
10.2018 - 12.2020
- 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.
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
Mankato East High School
Mankato, MN06-2008
Skills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Professional telephone demeanor
- Call Management
- Documentation
- Administrative Support
- Data Collection
- De-Escalation Techniques
- Live chat support
- Dispute Resolution
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Chat Service- Earned highest marks for fastest WPM typed company-wide.
Timeline
Professional Driver
Uber
05.2023 - Current
Front Desk Manager
There U Glow Spa
07.2020 - 03.2023
Customer Service Representative
Wag
10.2018 - 12.2020
High School Diploma -
Mankato East High School
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