Customer Service Representative
Resume:
JESSICA JONES
Team Lead Customer Service Representative
520-***-**** ***********@*****.***
https://www.linkedin.com/in/jessica-jones-942b4698/ Tucson EXPERIENCE
Team Lead Customer Service Representative
Wildcat Exterminating
07/2021 - Present Tucson
Primary customer service advisor in a dynamic environment of managing a high volume of incoming direct interaction with clients and vendors while managing the logistics of a fleet of technicians in the field.
Responsibilities include: assessing and addressing customers' needs and building relationships, setting technician routes and troubleshooting logistics in response to dynamics in the field; pricing services, billing, collecting and processing customer account transactions; setup and maintenance of customer account database, including financial data and communications; coordinating daily workflow to maximize customer service team productivity; mentoring team members to employ quality customer service techniques and foster customer satisfaction; optimize customer satisfaction with swift and responsive handling of escalated issues or complaints; process and submit legal paperwork for regulated treatments to the State Agriculture Pest Management Division; organize department files and maintain accurate information in digital systems and hardcopy files
In my current role, I have consistently demonstrated exceptional performance, which led to my well-deserved promotion. I have successfully spearheaded key projects, showcasing my ability to not only meet but exceed expectations.
Accomplishments: recognized for excellent skills and performance by being promoted from Customer Service temp to Team Lead after only 1 year; successfully spearheaded key projects such as instituting fleet maintenance logs and records, account pricing review, social media account, and content creation and management; Customer Service training for all new hires Insurance Editor and Transcriptionist
NetTranscripts, Inc
10/2020 - 07/2021 San Francisco
Verify submitted information such as policy number, address, and location of the accident
Submit completed and edited files within a 24-hour required timeframe
Implement techniques based on the latest industry standards, trends, and technologies for best communication practices. Check resources and compare specific details to external sources, verifying writer accuracy.
Operate designated word processing, dictation, and transcribing equipment to complete assignments.
Perform accurate transcription of recorded dictation into designated report format according to established guidelines. Meet expected productivity objectives while aligning work with established quality standards
LANGUAGES
Spanish
Intermediate
SKILLS
Adobe Acrobat Canva
content creation Data Entry
Dropbox GAAP Google Suite
Microsoft Office Suite including Excel
PowerPoint Outlook Word
Teams Skype PDM
Program Management
Word Processing
Typing speed 84 WPM SMS
Meta Business Suite for Facebook
Remote banking
multi-line phone systems
EDUCATION
Bachelor's in Religious Studies
Liberty University
12/2019
Associate of Liberal Arts
Pima Community College
12/2012
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EXPERIENCE
Travel Agent
Magical Vacation Planner
02/2020 - 03/2023 Remote
Process sensitive information such as billing and payment information
Make reservations utilizing multiple software systems for bookings Plan and book complex and large-scale domestic and international travel packages
Draft and update itineraries and keep travelers notified of changes Communicate with clients to determine budget, travel timeline, and accommodation preferences
Acquire continuous knowledge of travel-related customs requirements, immigration laws, location-specific inoculations, hygienic practices, and political and cultural climates Kindergarten-3rd Grade Coordinator
Pantano Christian Church
02/2017 - 04/2020 Tucson
Develop and direct study courses or religious education programs within children's ministry congregations.
Increase program attendance by strongly promoting and planning events and classes within the church and community. Enforce team adherence to quality standards, deadlines, and proper procedures.
Meet program needs with strong volunteer recruitment and training strategies.
Collaborate positively with peers and other staff members to maintain a friendly, supportive, and cooperative work atmosphere. Help office personnel with errands, paperwork, and data entry. Accounting Assistant/Receptionist
The Fairfax Companies
07/2014 - 05/2015 Tucson
Reconcile accounts against statements, supporting accurate balances and histories
Minimize errors and compliance issues, and maintain audit-ready accounts with consistent application of GAAP standards. Help obtain payments from customers with timely invoicing and follow-up on past-due accounts.
Verify invoices against orders and process weekly volume on time and with high accuracy.
Answer phones, and emails and address inquiries from clients. Direct numerous calls per day to appropriate recipients using a multi-line system.
Update spreadsheets with trackable metrics and create reports. Add the latest project, financial, and customer information to relevant databases.
Transcriptionist
CMR Transcription
07/2008 - 09/2012 Remote
Transcribe recorded dictation into memos, letters, and other business documents using designated word processing, dictation, and transcribing equipment
Perform accurate transcription of recorded dictation into designated report format.
Meet expected productivity objectives while aligning work with established quality standards.
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EXPERIENCE
Admin/Executive Assistant
The MC Companies
03/2005 - 09/2006 Tucson
Audit subcontractor files, and ensure licenses and permits were current with regulatory authorities.
Support workflow of daily administrative tasks to achieve targets and deadlines.
Update databases and spreadsheets regularly to track progress. Obtain signatures for financial documents and internal and external invoices.
Deliver a range of basic and advanced clerical support for daily and special project needs.
Engineering Data Services
Raytheon Missile Systems
11/2004 - 03/2005 Tucson
Receive and process requests for documents via various forms of communication such as in-person requests, a shared email inbox, and interdepartmental messaging.
Manage shared email accounts and delegate requests based on product line and program.
Provide follow-up on completed projects to ensure accuracy and customer satisfaction.
Enter and maintain the integrity of documents into the Internet database.
Safeguard data and information adhering to confidentiality and policies.
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