Customer Service Representative

JERROME MCKELY

Hagerstown, MD *****

************@*****.***

Caring and f riendly customer service professional with experience in Work Experience

Remote Customer Service Representative

Symetra - Hagerstown, MD

January 2021 to Present

Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume Grew existing customer accounts by 28% through exceptional customer service and effective sales techniques

Actively maintained and updated customer accounts in HubSpot without error Quickly triaged incoming calls and escalated calls when necessary, reducing the average time to resolution by 18%

Actively worked to display a courteous and emphatic attitude to customer resulting in a net promoter score over 50

Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume Customer Service Representative

Optimum - Hagerstown, MD

April 2015 to April 2019

Promptly handled an average of 85 customer inquiries and complaints per day with a 97% customer satisfaction rate

Maintained a knowledge base of the evolving product offerings and improved customer retention by 8% by proactively recommending new products to existing customers Thoroughly documented customer interactions to reduce on- boarding when new customer service representatives interact with customers

Maintained up-to-date customer records in HubSpot CRM while interacting with customers across email, phone, and social media

Increased average customer order size for new customers by 15% by quickly understanding their needs and recommending the right product offerings

District Manager

Buffalo Wild wings - College Park, MD

May 2008 to June 2015

Recruiting, Sales, Management, demographics, Training, communication Education

Master of science in Family Psychology

Ucla - Los Angeles, CA

1992 to 1994

Bachelors in Psychology

Ucla - Los Angeles, CA

1988 to 1992

Skills

• CRM (HubSpot)

NPS, customer retention, customer

satisfaction

Detail oriented

Social media (Twitter, Instagram)

• Search Engine Optimization (SEO)

• Email Marketing

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