Customer Service Representative
Resume:
Ellen Jerrell
*.************@*****.***
Richmond Hill, GA 31324
Professional Summary: Dedicated and experienced Customer Service Professional providing excellent customer service using active listening and interpersonal skills to connect with others.
Professional Experience:
Customer Service Representative MCI WorldCom - Savannah, GA
August 2019 to August 2024
Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
Managed a high volume of incoming calls, texts and emails consistently meeting or exceeding performance metrics for response time and resolution
Demonstrated strong product knowledge to effectively answer questions and provide accurate information
Built rapport with customers through active listening, empathy, and personalized interactions.
Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
Utilized strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
Santa Rosa County School District - Milton, FL
April 2005 to April 2018
Developed lesson plans based on Florida's Modified Sunshine State Standards
Managed classroom activities, direct instruction and small group
Implemented curriculum based on differentiated instruction
Communicated with parents or guardians with daily reports based on the individual student's learning and behavioral goals
Maintained accurate and detailed records based on each student's Individual Education Plan
Encouraged appropriate behaviors using positive reinforcements
Identified signs of potential emotional or developmental issues and brought concerns to parent or guardian's attention.
Built a rapport with parents and guardians
Worked with and supervised paraprofessionals in a classroom setting
Family First Network - Pensacola, FL
January 2002 to August 2004
Supervised six caseworkers over three counties
Copied, logged and scanned supporting documentation and placed all information in client files.
Analyzed departmental documents for appropriate distribution and filing.
Obtained documents, clearances, certificates and approvals from local, state and federal agencies.
Developed new process for employee evaluation which resulted in marked performance and improvements.
J&E Tools - Pensacola, FL
January 1996 to June 2016
Created and reviewed invoices to ensure accuracy while working with customers to answer
questions and address payment issues.
Carried out opening and closing functions to meet operational needs
Resolved customer issues in a timely manner while complying with company standards.
Assisted with preparing sales information required for quotes and addressed potential service concerns.
Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
Reviewed customer service issues to drive continuous improvement initiatives.
Addressed various internal and external customer questions and concerns regarding shipments, billing, status, services, carriers and individual customers' needs.
Developed working relationships with internal and external customers while assisting with account management duties.
Promoted company as superior provider committed to customer needs and satisfaction.
Education
Bachelor of Arts in Psychology with minor in Social Work
University Of West Florida - Pensacola, FL
2001
Postgraduate Degree in Autism
Santa Rosa Continuing Education - Milton, FL
September 2009 to May 2011
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