Customer Service Quality Assurance

Location:

Jacksonville, FL

Posted:

July 19, 2023

Contact this candidate

Resume:

C U S T O M E R S E R V I C E S P E C I A L I S T

JACKSONVILLE, F L 904-***-**** adyek1@r.postjobfree.com J A R R I C K B R I D L E Y

P R O F I L E S U M M A R Y

Efficient customer service professional with 10+ years of experience in call centers and hospitality service. Adept at handling 80+ calls on a daily basis while consistently resolving client issues smoothly and quickly. Fluent in both English and Spanish, and able to provide clear customer service in both languages. Seeking to apply excellent customer service and problem-solving expertise to benefit your company as a call center representative. P R O F E S S I O N A L S K I L L

PROBLEM SOLVING

DE-ESCALATION

T E C H N I C A L S K I L L

NEGOTIATION

ADAPTABILITY

MICROSTOFT

CRM SYSTEMS

GOOGLE

SOFTWARE ADAPTABILITY

E D U C A T I O N

COLLEGE DEGREE, BACHELORS

UNIVERISTY OF NORTH FLORIDA

HIGH SCHOOL DIPLOMA

MIRIMAR HIGH SCHOOL

W O R K E X P E R I E N C E

CUSTOMER SERVICE SPECIALIST

CITIBANK

Handle 80+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction Memorized all company products and services to be able to answer customer questions quickly and efficiently and increase upsells

Collect source data such as customer names, addresses, phone numbers, and credit card information for over 3000 customers and enter data into customer service software Trained 6 new employees in customer service script recitation, conflict resolution, and data entry practices

Proficient in video conferencing platforms such as Zoom, Hangouts, and Skype, able to communicate with customers across a variety of channels JULY 2020 - JANUARY 2023

W O R K E X P E R I E N C E

RECRUITING SPECIALIST

ALLIED RECRUITING

Led high-volume recruitment efforts across five states to source and recruit potential candidates for Fortune 500 companies

Increased offer-to-sales ratio and candidate pipeline by 49% by effectively using recruitment platforms and resources, including social media, ATS, Boolean searches, networking, and referrals

Successfully filled over 330 permanent and 80 contract positions for a key client, with savings in permanent placement fees in excess of $700,000

Drove performance improvements and profitability increases in targeted accounts within the company’s portfolio

CUSTOMER SERVICE REP II

SERVICENOW

Created engaging, memorable service interactions with our members on inbound calls, chat, email, and other emerging channels.

Used the systems, tools, and policy procedures to serve as a balanced advocate for both the customer and the company.

Met or exceed all monthly scorecard expectations: quality assurance score of 2.0 or higher and contacts per hour of 710 contacts per hour.

Built a strong understanding of our product offering and help customers build new looks and outfits from our available brands.

Worked collaboratively with peers to present trends regarding website issues and customer requests.

Demonstrated professional and accountable behavior. Maintained vendor contact to investigate discrepancies and provide information in non- routine situations.

Responded to more than 90 inbound service calls daily, assisting customers with the resolution of various malfunctions.

MARCH 2016- JULY 2020

CUSTOMER SUPPORT II

ECOMMARKET