Service Representative Call Center

Jennifer Hooks

Youngsville, LA ***** 337-***-**** **.*******.*******@*****.***

Dependable Worker with solid customer service, communication, and organizational skills. Stability is what I am looking for in a company. A career is my objective today! I have waited for this opportunity and I am ready to work.

Work

History

Disaster Relief, 08/2021 to 10/2021

Prima Core- Houston, Texas

Containment on eight floors

Cut dry wall and remove, and dispose of any wet parts

Removal of insulation

Hang sheet rock

Extract mold from walls, and ceiling

Dry all water in building

Order Fulfillment, 05/2020 to 10/2020

Thyme Out- Lafayette, la

Maintained a high level of inventory accuracy of product mix

Records kept of slow moving, and excess stock

Maintain production room of 6 machines

Machine operator and packer

Inventory of warehouse kept daily at start/end of shift

50% increase on-time shipment record

Housekeeping/Laundry Specialist, 01/2020 to 04/2020

Holiday Inn Express – Lafayette, Louisiana

Loaded and unloaded machines, ironed pieces, and folded

Used special treatments, including borax, Fels Naphtha, and cleaners to remove stains

Operated traditional and computer-operated washers and dryers while seeing all safety protocols.

Collected soiled linens and clothing

Pretreated stains on as needed

Maintained excellent attendance record, consistently arriving to work on time.

Inspected guest rooms, lobbies, and public areas to verify cleanliness and tidiness.

Reported damages, maintenance problems, safety issues and potential hazards to management.

Emptied trash receptacles throughout day to keep sanitary trash cans on premises.

Established and kept clean and comfortable environments by performing cleaning duties, including

vacuuming, wiping windows, dusting, and sanitizing bathrooms.

Washed and folded towels and linens to properly stock

Coordinated hotel-wide laundry workflow to fulfill hotel guest laundry requests in under 8 hours.

Accepted accountabilities for all assigned building keys, primary keys, and access cards.

Replenished room supplies such as drinking glasses, bathroom items, writing supplies and hotel brochures to make guests feel welcome and at home.

Janitorial Cleaner, 12/2019 to 01/2020

Superior Contract Cleaners – SCOTT, LA

Mixed, used and safely stored hazardous chemical cleaners to reduce risk of injury or illness.

Adhered to safety protocols, resulting in zero complaints, hazards, or lost-time accidents.

Safely cleaned industrial job sites using maximum strength cleaning solutions and equipment.

Sanitized toilets, sinks, showers, kitchen surfaces and other high-traffic home fixtures.

Emptied trashcans and transported waste to collection areas.

Used time management and efficient cleaning methods to meet deadlines.

Collaborated with other cleaners to complete sizable jobs in corporate office buildings.

Slid beds, sofas, and tables aside to wipe down baseboards,, dust and dirt from hard-to-reach areas.

Worked on team of three staff members to service four businesses daily.

Physical Therapy Technician, 09/2012 to 05/2014

St. Landry Physical Therapy – Opelousas, LA

Inventoried supplies and ordered more for office and patient rooms.

Administered routine exams and treatment for patients.

Prepared patients to meet with physical therapists.

Worked in acute care setting and created individualized exercise programs for patients.

Followed all HIPAA rules and regulations on patient confidentiality.

Documented patient case in computer system.

Maintained excellent attendance record, consistently arriving to work on time.

Food and Beverage Supervisor, 04/2010 to 04/2012

Evangeline Downs Racetrack and Casino – Opelousas, LA

Service and performance standards are set to keep consistent customer satisfaction.

Trained new hires in food prep and customer-facing roles to promote team performance.

Planned operations to effectively cover all needs while controlling costs and maximizing service.

Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.

Oversaw food preparation and checked safety protocols.

Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank daily

Managed all kitchen staff.

Helped develop prices based on inventory costs and portion sizes.

Protected business team members and customers by monitoring alcohol consumption

inventory on food ingredients, kitchen appliances and supplies kept daily

Scheduling for thirty plus

Customer Service Representative, 03/2004 to 07/2006

Cingular Wireless – Lafayette, LA

Evaluated customer information to explore issues, develop potential solutions and keep high-quality service.

Enhanced productivity by staying on top of call scripts and keeping control over direction of conversations.

Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.

Referred complex issues relating to online order system or technology to help desk for further evaluation. Entered customer interaction details in ten different software's to track requests, document problems and record solutions offered.

Responded to customer comments and questions via Live Chat during 10-hour shifts.

Answered over 25-45 calls per shift to meet fast-paced call center demands.

Answered up to forty-five incoming calls in busy, fast-paced global call center.

Educated customers on current promotions, upgrades, or new offerings available under current plan.

Initiated termination of customer contract upon request.

Education

University of Phoenix / Aug 2020- present

BACHELOR OF SCIENCE IN BUSINESS W/

GENERAL MANAGEMENT CERTIFICATE

Unitech Training Academy/ Aug 2012

PHYSICAL THERAPY TECHNICIAN

Charter High School / Feb 2003

High school Diploma

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