Remote Inbound/Outbound Customer Service Specialist

JESSICA DELOOACH

********@*****.*** +1-770-***-****

Driving customer satisfaction by delivering high-quality support and enhancing client experiences. Demonstrating strong communication skills, resolving inquiries efficiently, and building lasting customer relationships. Identifying customer needs proactively, improving service processes, and contributing to continuous business growth.

WORK EXPERIENCE

Customer Service Representative — Uber — Sep. 2024 – Present

● Managing 80–120+ daily inbound and outbound customer interactions while maintaining a 95%+ professionalism rating

● Resolving 90%+ of customer complaints and inquiries on first contact, increasing customer retention by 20%

● Updating 100% of customer records accurately in CRM systems, improving data reliability and tracking efficiency

● Collaborating with cross-functional teams to improve service delivery, contributing to a 15% increase in team performance metrics

● Identifying customer needs and recommending solutions, driving a 15% increase in upsell/cross-sell success rates

● Maintaining up-to-date knowledge of products and policies, reducing misinformation incidents by 25%

● Achieving and exceeding KPIs consistently, maintaining a 98% SLA compliance rate

● Assisting 70+ customers daily across phone, email, and live chat channels, ensuring multi-channel support efficiency

● Managing customer accounts and processing requests with 99% accuracy and reduced turnaround time by 30%

● Troubleshooting technical and service issues, resolving 85% independently without escalation

● Escalating complex issues appropriately, ensuring 100% follow-up within agreed timelines

● Contributing to team targets by maintaining SLA adherence above 95% and improving overall response time by 20%

EDUCATION

High School Diploma

SKILLS & KEY ACHIEVEMENTS

Increasing CSAT by 25% while reducing response time by 30%, improving FCR and ensuring SLA compliance, utilizing CRM tools (Salesforce, Zendesk) and Microsoft Office for accurate data tracking and reporting, handling live chat/email/phone support to resolve inquiries and enhance customer experience, maintaining a quiet workspace with high-speed fiber optic internet (AT&T) to ensure productivity and efficiency.

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