JR Joyce Ross

Orlando, FL ***** 407-***-**** ad1ih0@r.postjobfree.com

PROFESSIONAL

SUMMARY

To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

WORK HISTORY CUSTOMER SERVICE REPRESENTATIVE/CUSTOMER 09/2021 to CURRENT SERVICE ACCOUNT SPECIALIST

IntouchCX-Orlando/New York Times 850 E. Altamonte Drive, Altamonte Springs, FL 3270

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Managed over 50 customer calls per day

Handled customer inquiries and suggestions courteously and professionally.

Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines. Maintained up-to-date knowledge of product and service changes. Met customer call guidelines for service levels, handle time and productivity.

Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly. Educated customers about billing, payment processing and support policies and procedures.

Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Promoted available products and services to customers during service, account management, and order calls.

LICENSED MASSAGE THERAPIST 02/2005 to 03/2020

Fulmore Chiropractor 1500 West Gore Street, Orlando, Florida 32805 Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.

Maintained client treatment records and designed long-term care programs for return customers.

Maintained clean and professional massage therapy environment with stringent adherence to sanitization protocols.

Provided safe, effective, and appropriate massage therapy techniques during customer appointments

EDUCATION No Degree Medical Billing And Coding Certificate 12/2021 Valencia College, Orlando, FL

Associate of Arts General Studies 12/2020

Valencia College, Orlando, FL

SKILLS Customer Service skills

Enrollment Assistance

Documenting Calls

Call Volume and Quality Metrics

Team Goals

Understanding Customer Needs

Issue and Complaint Resolution

Customer Account Management

Complex Product Knowledge

Calm and Professional Under

Pressure

Billing Adjustments and Refunds

Customer Retention Strategies

Productivity Standards

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