Customer Service Representative

Jessica Hawkins

Hayward, California ( **********@*****.*** 510-***-****

Qualifications Summary

Highly personable Customer Service Professional with over ten years of

experience in account management, claims and sales processing, and call-

center operations within the travel, and banking industry.

o Talent for identifying customer needs and presenting appropriate

company product and service offerings.

o Demonstrated ability to gain customer trust and provide exceptional

follow-up, leading to increased repeat and referral business.

o Managed multiple priorities and maintained effective results in a

quota driven workplace.

o Responded to customer inquiries and requests and resolved issues

efficiently and professionally.

o Provided courteous and professional assistance in responding to

member request for roadside assistance and other AAA products and

services in a high-volume call center environment.

o Accepted assignments with an open, cooperative, positive and team

oriented attitude.

Professional Experience

Bay Area Traffic Information Center (511), Oakland, CA

11/09- Present

Traffic Operator, Inbound/Outbound Call Center. (Receive and disseminate

Traffic/Transit conditions to the general public by use of a pc heavy data

entry)

Netversant Solutions, Fremont, CA

03/07 - 04/09

Customer Service Representative/Emergency Dispatcher, Inbound Call Center.

California State Automobile Association, Livermore, CA

12/05 - 03/07

Emergency Roadside Counselor, Inbound Call Center

Wells Fargo Bank, Concord, CA

06/03 - 11/05

Customer Service Representative, Inbound Call Center

(Online banking Specialist 1st level tech support and bill pay advisor).

Providian Financial, Pleasanton, CA

12/00 - 03/03

Fraud Detection Associate, Outbound Call Center (fraud and credit evaluation

specialist)

Monitors account activity to detect possible customer fraud. Performs analysis

to identify possible front-end and/or back-end fraud. Identifies areas for

increased security.

COMPUTER SKILLS

Microsoft Windows, Word, Excel 2000, CIV, Hogan, CSA, CCM

Proficient in Total Systems-Lotus Applications and Oracle

References Available upon Request

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