Customer Service Call Center

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SKILLS

WORK HISTORY

JESSICA CHAMPAGNE

COLORADO SPRINGS, CO 80904

719-***-**** ***************@*****.***

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service- oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. CUSTOMER SERVICE

DATA ENTRY

RECORDS MANAGEMENT

Active Listening

Empathy Skills

CSR

Call Center

Microsoft Windows

Technical Support

Mac OS

IOS

SKILLS Customer Service Expert Currently

used/10years Complaint Handling/Dispute

Resolution Expert

Creative problem solving

Sykes/Sitel, Hallmark

Customer Service Representative // Colorado Springs, CO // June 2019 to Current Virtual call center receiving inbound customer service calls, emails and chats for Hallmark.com, Hallmark Crown Stores, Hallmark Business Connections. Answered constant flow of customer calls with minimal wait times. Helping customers with their online orders, in store orders, questions about their Gold Crown Rewards accounts. Help with creating account including password resets. Processing order, returns, reships, and refunds for online orders. Calling stores to check status of arrival of ship to store orders Using multiple screens to complete everyday tasks. Answered constant flow of customer calls with minimal wait times. Participated in team meetings and training sessions to stay informed about product updates and changes

California Pizza Kitchen

Customer Service Agent // Colorado Springs, CO // April 2017 to June 2019 Skyes working from home for California Pizza Kitchen Virtual call center receiving inbound calls from guests wanting to place To Go orders from California Pizza Kitchen.

Calling stores to place orders and ask information about special items or special orders from guests.

Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.

Kept up-to-date on knowledge of menu items, kitchen practices and other areas of interest to accurately answer customer questions and fulfill orders. Upsold customers various beverages and desserts while regularly meeting and exceeding sales objectives.

Described menu items in detail and educated customers about meal options. Sykes Work, Frontier Communications

Customer Service Agent // Colorado Springs, CO // September 2016 to December 2016 Taking customer service and sales calls for Frontier Communications regarding calls about TV, Phone, and Internet services.

Calls regarding service, billing and light trouble shooting Taking payments, scheduling service, for installers to come out to customers houses along with taking sales orders for new and existing customers. Recommended products to customers and suggested other options if preferred product was unavailable.

Set up refunds credits, request for late payment arrangements, Proper case notes as per company guidelines and training. Xerox

Customer Service Technical Support Agent // Colorado Springs, CO // July 2015 to March 2016 Xerox work at home working for Apple

Troubleshooting and tech support for all IOS Apple Products Handled between 20 and 50 calls a day, handling all tech support issues from the basics to the technical issues, I Tunes troubleshooting including music movies and Apps download and restore of IOS to Apple products Fast paced work at home environment in a quiet office space. Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity. Worked flexible hours; night, weekend, and holiday shifts. Macy's Bloomingdales

Customer Service Agent Sitel // Colorado Springs, CO // October 2014 to January 2015 Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Entered customer interaction details in sales system to track requests, document problems and record solutions offered.

Recommended products to customers and suggested other options if preferred product was unavailable.

Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.

Lowes Home Improvement,

Cashier and Head Cashier // Colorado Springs, CO // March 2001 to August 2009 Handled customers and supervised over 10 plus associates, training them on all aspects of cashiering, customer service and returns desk positions. Money handling insuring deposits made EDUCATION

to registers were collected and sent to the cash office in a timely manner Making sure all my associates got their breaks and lunches Performed store opening, closing and shift-change actions and kept accurate shift-change logs. Resolved escalated customer disputes with special actions such as discounts. Restocked and organized merchandise in front lanes. Retail employee with experience fulfilling multifaceted roles (e.g., cashiering, customer service desk, floor sales and stocking/receiving)during summers and holidays off from college. Offered excellent customer service skills, a"can-do"approach to all tasks and a consistently high level of productivity.

Current Inc

Universal Customer Service Rep // Colorado Springs, CO // August 1999 to January 2000 Answered customer telephone calls, emails promptly to avoid on-hold wait times. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Quickly and efficiently placed order, recommended products, upselling the monthly special item. Managed timely and effective replacement of damaged or missing products. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

GED

Bishop Manogue High School // Reno, NV // 1991

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