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Jessica Varga

ad4fj8@r.postjobfree.com 716-***-**** in/jessi-varga

SUMMARY

Seasoned Online Chat Representative with a strong track record of resolving inquiries efficiently while delivering exceptional customer service and support in high-volume settings.

EXPERIENCE

Seasonal Member Advocate

Businessolver September 2023 - Present, Remote

• Ensured enrollment accuracy of >100 new members per week with an 80% accuracy rate. Responded to over 2,500 inquiries from members of a national health insurance provider with a 100% accuracy rate and reduced average call times by 65% by consulting in-depth knowledge of medical billing procedures, insurance company policies, and health care legislation.

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• Managed high-volume inbound calls, implementing efficient routing that reduced hold times by 15%.

• Enhanced team knowledge through systematic training, improving first-call resolution by 22%. Manager/Life Insurance Agent

National Income Life June 2022 - September 2023, Remote

• Drove sales through strategic goal-setting and targeted customer education, achieving 120% of sales targets in three consecutive quarters.

• Drove sales through strategic goal-setting and targeted customer education, achieving 120% of sales targets in three consecutive quarters.

• Led a team of agents through concentrated training and goal setting, elevating team sales by 30%.

• Tailored insurance products to customer needs, increasing customer retention by 25%. Retail Sales Consultant

AT&T Mobility Services March 2018 - June 2022, Olean, NY

• Boosted in-store sales by 25% through the implementation of a customer education program.

• Managed store operations efficiently, reducing operational discrepancies by 20% through accurate cash handling and procedural adherence.

• Played a pivotal role in the store achieving prestige status through creative customer engagement strategies. Store Manager

GameStop September 2015 - March 2018, Bradford, PA

• Elevated the store to Prestige status by driving a 40% increase in customer satisfaction.

• Spearheaded three marketing campaigns that resulted in a 30% increase in in-store traffic.

• Ensured store operations ran smoothly by optimizing scheduling and reducing labor costs by 15%.

• Increased sales performance by 20% and managed store budget within 3% of allocated budget.

• Enhanced customer loyalty by consistently meeting needs and exceeding expectations, resulting in a 10% increase in repeat customers. SKILLS

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Closure

Services

Customer Data

Desk Procedures

Resolution

Customer Support

Multi-Task

Verbal Communication

Documentation

Customer Issues

Redirect Problems

Route

Procedure Modifications

Microsoft Office 365

Google G Suite

Zoom

SalesForce

Slack

Genesys

HubSpot

Chat Support

Email Support

Help Desk ProceduresUpdate Customer DataRecommended Procedure ModificationsEscalateEscalate Unresolved QueriesHigh School DegreeEquivalentFeedbackSet PrioritiesAdaptabilityPhoneCustomer FocusManage Time

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