Customer Experience Specialist with 17 Years Support Expertise

Jessica Ottesen

**************@*****.*** 480-***-**** Mesa, AZ

SUMMARY

Dynamic Customer Experience professional with 17 years of experience in customer service and support roles, seeking a Customer Support Specialist position. Proven ability to de-escalate difficult situations with empathy and provide live support across multiple channels. Skilled in CRM software, adept at fostering professional relationships, and enhancing customer satisfaction through effective communication and problem-solving. WORK EXPERIENCE

DriveTime Mesa, AZ

Online Customer Experience Apr 2024 - Present

• Utilize online databases to service potential customers and generate dealership appointments.

• Provide live support across email, phone, and/or chat channels.

• Develop professional relationships to understand vehicle needs and facilitate seamless transitions to retail locations for sales finalization.

• Ability to de-escalate difficult situations, handling complaints and sensitive or emotional topics with empathy Mesa, AZ

Personal Caregiver Mar 2022 - Mar 2024

• Coordinated medication schedules and managed multiple appointments, showcasing effective time management and organizational skills.

• Developed communication and interpersonal skills through regular interactions with healthcare and insurance professionals, as well as family members.

• Navigated unexpected medical situations and adjusted care plans, demonstrating problem-solving and adaptability.

• Provided emotional support and companionship, fostering a sense of well-being and security for clients. Carvana Mesa, AZ

Customer Experience Advocate II Nov 2020 - Mar 2022

• Delivered precise guidance to customers about the online car purchasing process, enhancing their understanding and clarity.

• Ability to de-escalate difficult situations, handling complaints and sensitive or emotional topics with empathy

• Provide live support across email, phone, and/or chat channels.

• Coordinated with third-party transportation firms to efficiently manage vehicle dispatches to local hubs and inspection centers.

• Collaborated with financing and warranty partners to ensure smooth transactions and resolved escalated customer issues, contributing to improved satisfaction.

Macy's Credit and Customer Service Tempe, AZ

Customer Service Representative May 2019 - Mar 2020

• Resolved customer inquiries about orders, shipments, and account issues, improving one-call resolution rates.

• Provide live support across email, phone, and/or chat channels.

• Contributed to organizing and coordinating weekly team meetings, consistently meeting and exceeding performance metrics

Direct Energy Tempe, AZ

Customer Service Representative Jul 2017 - Jul 2019

• Ability to de-escalate difficult situations, handling complaints and sensitive or emotional topics with empathy

• Managed a large volume of inbound calls to coordinate HVAC, plumbing, and electrical service appointments, utilizing multiple databases effectively.

• Provide live support across email, phone, and/or chat channels.

• Collaborated with dispatchers to ensure timely service fulfillment and maintained precise customer records.

• Improved customer satisfaction by selling and cross-selling protection plans, offering comprehensive home service coverage

Freedom Financial Network Tempe, AZ

Customer Service Advocate Jul 2016 - Jul 2017

• Efficiently managed a high volume of inbound calls using dual monitors and multiple databases to provide timely account information and address client inquiries.

• Supported clients in creditor negotiations by offering empathetic guidance on payment deferral options, and collaborated with the advanced collections team to oversee legal accounts and ensure compliance. Eton Marketing Phoenix, AZ

Customer Service Representative/Sales Dec 2015 - Jul 2016

• Handled high-volume outbound calls to successfully renew annual subscriptions, focusing on delivering exceptional customer service and maintaining professionalism.

• Entered and organized client data accurately, enabling swift and efficient processing of information. Alpha Connect Phoenix, AZ

Customer Service Representative, Administrative Assistant Dec 2014 - Dec 2015

• Managed high-volume inbound calls, efficiently addressing and resolving client inquiries related to products and accounts with a calm and empathetic demeanor.

• Performed administrative functions, including directing visitors, organizing account return spreadsheets, and processing refunds.

T.J Maxx Hickory, NC

Retail Sales Associate/Customer Service 2011 - 2014

• Processed transactions and managed phone inquiries, ensuring efficient operations and enhancing customer satisfaction.

• Consistently exceeded sales targets by leveraging product knowledge and effective customer engagement strategies.

• Facilitated customer service and return processing, contributing to effective inventory control and streamlined operations.

A Line Staffing Charlotte, NC

Data Entry Clerk 2008 - 2010

• Entered and organized data into multiple computer systems with precision, ensuring integrity and consistency of information.

• Analyzed datasets to identify and report discrepancies, contributing to improved data accuracy and operational efficiency.

EDUCATION

Penn Foster

High School Diploma, General Studies

Charlotte, NC

Jun 2003

University of Phoenix-Online Campus

Bachelor's, Business Administration

Phoenix, AZ

Jun 2017

CERTIFICATIONS

Banking, Call Center, and Customer Service, Goodwill of the Southern Piedmont March 2008 to Present SKILLS

Empathy • Adaptability • Phone calls, chat, and email support • Strong Verbal Communication and Listening Skills • Multitasking • Inbound and outbound calls and use of SMS/Texts • Customer Service Skills (20+ Years) • Zendesk • Microsoft Office (20+ Years) • Customer Support (20+ Years) • Customer Care (20+ Years) • Data Entry (10+ Years)

• Call Center (10+ Years) • Retail Sales (20+ Years) • Salesforce • B2B Sales • Sharepoint • CRM Software Proficiency

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