PATRICE JEFFERSON
AUSTIN,TX
Summary
Results-driven Customer Service Professional and Manager with 20+ years in fast-paced call center environments. Highly personable, with extraordinary attention to detail and talent for gaining trust. Adaptable and friendly team player with comprehensive background in crisis communications. Professionally processed 100+ calls per day, providing information and service to ensure customer satisfaction. Demonstrates proficiency in telephone, email, faxing, escalation take overs, coaching and data entry. Superior computer skills and telephone etiquette. Personable and professional under pressure. Self motivated with exceptional communication.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
eBay Inc.
Austin, Texas
05.2015 - 06.2016
- Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Described product to customers and accurately explained details and care of merchandise.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Answered product questions with up-to-date knowledge of sales and store promotions.
Manager
Netspend Financial
Austin, TX
11.2009 - 04.2015
- Managed employees by offering constructive feedback and taking interest in their long-term career growth.
- Facilitated information flow between customer service, management operations, quality assurance, to guarantee call center objectives were met.
- Ensured appropriate changes were made to improve customer satisfaction and business needs. Performed weekly one on one and yearly evaluations for employees.
- Provided reliable and timely projects to assure quality assurance.
- Maintained confidential information, such as pay rates, bonus targets and pay grades.
- Defused volatile customer situations calmly and courteously.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Customer Service Representative
Sears Holdings Corporation
Austin, Texas
03.2007 - 11.2009
- Processed claim request, rebate issues, assist store associates experiencing issues with processing refunds by clearing error codes.
- Answered a constant flow of customer calls with up to 100 calls in queue per minute.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
National Domestic Violence Hotline Advocate Hotline Advocate
NDVH
Austin, Texas
07.2001 - 07.2009
- Effectively managed a variety of inbound calls to provide nationwide crisis intervention, information and referral to victims of domestic violence.
- Assisted government officials, law enforcement agencies, in addition, the public with domestic violence resources.
- Actively listened to caller and provided safe planning for evacuation.
- Utilized the language line TTY machines for callers as needed.
Education
GED - undefined
Texas Education Agency
Austn Texas9-22-2000
Skills
- Trusted key holder
- Creative problem solver
- Exceptional communication skills
- Proficiency In Conflict Resolution
- Handled Volatile Customer Situations
- MS Windows proficient
- Quick learner
- Strong client relations
- Customer Loyalty
- Active Listening Skills
- High Call Volume
Accomplishments
- Customer Service
- Employee of the month 2 month in a row with eBay Inc. awarded with picture on company wall.
- Managed Team who went from the bottom to Team #1 for 4 months in a row with Netspend Financial.
- Made employee of the year with Netspend Financial awarded with picture on company Wall of Honor
Timeline
Customer Service Representative
eBay Inc.
05.2015 - 06.2016
Manager
Netspend Financial
11.2009 - 04.2015
Customer Service Representative
Sears Holdings Corporation
03.2007 - 11.2009
National Domestic Violence Hotline Advocate Hotline Advocate
NDVH
07.2001 - 07.2009
GED - undefined
Texas Education Agency